Author(s): ZU Xue-liang, MIAO De-qiao, HU Zhong-hua
Pages: 15-17
Year: 2014 Issue:  8
Journal: Hospital Management Forum
Keyword:  Hospital management; Patient loyalty; Influencing factors;
Abstract: Objective To investigate factors affecting outpatients loyalty to the tertiary general hospital so as to provide evidence for decision-making aimed to improve the patent loyalty and hospital service system. Methods A cross-sectional survey in the outpatient clinic of a tertiary hospital was conducted among randomly-chosen patients or accompanying persons in May 2013, and in total 146 valid questionnaires were completed. Result 5 graded Likert scale method was used to analyze the hospital outpatient satisfaction and it was found that 74%of the participants were satisfied with the hospital service and the loyalty rate is 78%. Conclusion Patient loyalty is associated with environmental facilities, waiting time, physician services, medical technology services, service results, cost and distance between hospital and home.