Zhu Hai Municipal Health and Family Planning Commission - Research on Satisfaction with Medical Institution Services
Company overview
The Zhu Hai Municipal Health and Family Planning Commission is a functional department under the Zhan Hai Municipal Government, primarily responsible for the implementation and supervision of health care and family planning work throughout the city. Its functions cover medical institution management, implementation of public health policies, development of traditional Chinese medicine, and monitoring of population health data, making it a key administrative body safeguarding the health rights and interests of Zhu Hai residents. The Commission is committed to improving overall medical service quality, enhancing the medical environment, and optimizing the doctor-patient relationship, actively promoting high-quality development in the region's healthcare sector.
Research background
The doctor-patient relationship issue has long attracted widespread public attention. The level of public satisfaction with medical service quality, the medical environment, and the attitude of medical staff directly impacts the image of public medical institutions and management decisions. To further improve facility configuration and service processes in medical institutions and enhance patients' sense of gain during medical visits, the Zhu Hai Municipal Health and Family Planning Commission commissioned CEIDEA Research to conduct a patient satisfaction survey in August 2016. The purpose of this study is to identify issues through a professional third-party research system, and to improve medical service quality.
Research scope
In August 2016, CEIDEA Research was commissioned by the Zhu Hai Municipal Health and Family Planning Commission to conduct this medical institution satisfaction survey. The study adopted a questionnaire-based approach, covering outpatient patients, inpatient patients, and family members accompanying patients across all levels of medical institutions in Zhu Hai City. The survey content included: (1) satisfaction with the hardware facilities and equipment in various departments such as registration, billing, consultation, examination, treatment, inpatient care, pharmacy, and emergency services; (2) satisfaction with the service quality, staffing levels, and work efficiency of medical staff including doctors, nurses, nursing aides, information officers, and financial personnel; and (3) overall evaluation of the medical environment, hygiene conditions, and service processes. The study primarily collected quantitative data, supplemented by on-site observations and interviews to ensure data authenticity and comprehensiveness.
Expected outcomes
This study is expected to comprehensively understand the current level of satisfaction among patients and their family members regarding the medical institution service system in Zhu Hai City, identify weaknesses in service processes through quantification, and uncover key influencing factors in service details. Based on these findings, the report will provide targeted recommendations for improvement to the Zhu Hai Municipal Health and Family Planning Commission. The findings will serve as scientific basis for optimizing medical facility infrastructure, improving staff training and staffing, and enhancing service standards, further promoting continuous improvement in medical service quality and public satisfaction.
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