The survey of patients' satisfaction: The experience at Cheng Hsin rehabilitation medical center

Purposes: The objective of this study was to explore an improvement direction and ensure the medical quality and then provide the elaborate healthcare services for Cheng Hsin Rehabilitation Medical Center based on the patients’ satisfaction surveys.
Methods: Agreement for personnel, this study held an inquiry for patient satisfaction from medical accessibility, medical service providers and medical processes, and the overall appraisal of hospital services three ways. The objects are the localized people in Cheng Hsin Rehabilitation Medical Center, and the investigating method is face-to-face interviews. Results: Convenience sampling was used and 1,246 people that have been taken medical treatment from Cheng Hsin Rehabilitation Medical Center was visited. According to the result, the first five reasons of why patient choose the hospital are--in the neighborhood, convenience in traffic, friends/relatives’ recommendation, nurses’ positive attitude and hospital’s reputation. In the satisfactions to medical processes, it will takes about 108 mins from registration, waiting, inspection, diagnosis, and getting medicine. The lowest satisfactions to outpatient, first is the waiting time for physician service, the average time is 43.80±41.09 mins. Second is the actually physician service time, the average time is 8.00±5.98 mins. The waiting time for inspection is also the lower satisfaction item, the average time is 19.15±14.90 mins. Additionally, service quality of the shopping street is the most improvement item in other facilities, the satisfaction is only 19.2%.
Conclusions: For the mission of Cheng Hsin Rehabilitation Medical Center, “Respect Life, Serve People, Provide the Best Quality Holistic Healthcare”, it can be overall improved from medical processes and surrounding facilities, and import the idea of “walking around service” to improve the overall appraisal of hospital services.