Research on Patient Satisfaction Degree Evaluation of Three A-level Hospitals in Jiangxi Province Based on Cluster Analysis

Abstract

In the paper, the authors proposed the concept of patient satisfaction degree and established some factors that affect patient satisfaction degree according to the research on the spot in the concrete hospitals and systemic analysis. Firstly, it took ten hospitals in the 14 three A-level hospitals as examples in random, and handed out the questionnaires of patient satisfaction degree. Then the paper easily obtained the initial information table based on the collation and analysis of the collected questionnaires. At last, the paper classified these initial information tables by the means of k-means cluster analysis through the software of SPSS 16.0. From the result of k-means cluster analysis, these ten hospitals were divided into three groups, meanwhile, from the light of factors that affect patient satisfaction degree, the mean square of public image, hospital environment, medic ethics and management level can maximize the differences among cases in different clusters, but some other factors, such as medical quality, service attitude, treatment processes, charge level, clinic result and medical procedures shouldn't be used for descriptive purposes for the cluster means are equal. The analysis result is in accordance with the actual situation of Jiangxi province.