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首页> 外文会议>2011 Fourth International Conference on Information Management, Innovation Management and Industrial Engineering >Research on Patient Satisfaction Degree Evaluation of Three A-level Hospitals in Jiangxi Province Based on Cluster Analysis
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Research on Patient Satisfaction Degree Evaluation of Three A-level Hospitals in Jiangxi Province Based on Cluster Analysis

机译：基于聚类分析的江西省三级甲等医院患者满意度评价研究

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摘要

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.
机译：本文根据具体医院的现场调研和系统分析，提出了患者满意度的概念，并建立了影响患者满意度的一些因素。首先，以14家三级甲等医院中的10家医院为样本，随机发放患者满意度调查表。然后，根据收集到的调查表的整理和分析，很容易获得初始信息表。最后，通过SPSS 16.0软件通过k均值聚类分析对这些初始信息表进行了分类。根据k均值聚类分析的结果，将这十家医院分为三组，同时，根据影响患者满意度的因素，公众形象的均方根，医院环境，医德和管理水平可以最大化地提高医院的满意度。不同聚类的病例之间存在差异，但由于聚类均值相等，因此不应将其他一些因素（例如医疗质量，服务态度，治疗过程，收费水平，临床结果和医疗程序）用于描述目的。分析结果符合江西省的实际情况。

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