Quality assessment of medical services and application to marketing by statistical analysis of questionnaire to the patients

Abstract

OBJECTIVE: As part of hospital marketing activities, we investigated the relationship between the results of patient questionnaire surveys over the past 10 years and patient trends. We analyzed the factors that the patients evaluated for hospitals and which led to patient reuse.

METHODS: The questionnaires were administered once a month to outpatients and inpatients. Outpatient questionnaires included the following items evaluated on a three-point scale: behavior and attitude of reception, nurses, radiation, and attending physicians; waiting time, overall satisfaction, and willingness to see a doctor next time. Inpatient questionnaires included the following, which were also evaluated on a three-point scale: behavior, attitude, the speed and accuracy of responses of staff in each department such as nursing, nutrition, rehabilitation, radiation, counselors, and doctors; the amount and taste of meals, overall satisfaction, and willingness to use the facility next time.

RESULTS: Nurses contributed the most to the overall satisfaction in the outpatient setting, and there was a significant positive correlation between satisfaction and the number of outpatients. On the other hand, the behavior and attitude of the doctor-in-charge contributed the most to the overall satisfaction in hospitalization. There was a significant positive correlation between satisfaction and hospitalization.

CONCLUSION: The results suggest that hospitality education of nurses in the outpatient department and the in-charge doctor's promptness and ability for accurate response in the inpatient department are effective factors for increasing patient satisfaction. Patient questionnaire surveys are a necessary tool for better hospital management.