Research on Patient Satisfaction and Hospital Innovation Management

摘要

This paper classifies patients according patient expectations about medical service normative. Through this, this paper wants to verify whether patients of different type have significant difference on satisfaction. This paper does large-scale investigation in 10 hospitals. After analyzing these data, this paper finds that patients with different expectations about medical service normative have significant difference on satisfaction. The higher the expectation of patients, and the higher the satisfaction appraisal is. According this result, this paper proposes hospital innovation management strategy, which can improve patient satisfaction and hospital management efficiency.