Comparative Analysis of Outpatient Satisfaction of Improving Medical Services in Sichuan Province in 2 Years

Abstract：Objective To carry out comparative analysis of outpatient satisfaction of in Sichuan Province from 2015 to 2016,and to provide evidence for healthcare quality improvement.Methods Based on the data of Evaluation of the National Healthcare Improvement Initiative collected from the outpatient survey of Sichuan Province from 2015 to 2016,comparing outpatient satisfaction through descriptive and comparative analysis,conducting ranking analysis of visit reasons,dissatisfied factors,aswell as factors causing tension between doctors and patients.Results Compared with 2015,outpatient satisfaction of appointment,payment method,self-check and inspection reports printing have improved in 2016;the time consuming of every link has no obvious improvement;the environment and overall satisfaction has slightly decreased;technology,distance and reputation are always the first to consider of choosing hospital;no registration,waiting for a long time and high cost of medical treatment are the main factors leading to dissatisfaction;lack of communication between doctors and patients,not-good service attitude of medical staff,and imperfect health care system are the main causes of tension relationship between doctors and patients.Conclusion The informatization construction earnestly produce convenience for patients,but need to closely fit the process design;humanistic care and attention to personalized service are the key factors to improve the experience;as the essential factors,medical environment will help reduce the dissatisfaction;attention should be paid to the main factors which influence overall satisfaction of patients,to establish a harmonious doctor-patient relationship.