A Survey on Patient Loyalty of Reservation Bed in a Large General Hospital_Chinese Journal of Evidence-Based Medicine

Authors：

 SHENWen-wu ¹ , ZHUTing ² , ZHANGXin-li ² ,  LUOLi ²

1. Outpatient Department, West China Hospital, Sichuan University, Chengdu 610041, China;
2. Business School of Sichuan University, Chengdu 610041, China;

Corresponding author：

LUOLi, Email: luolicc@scu.edu.cn

Keywords：

General hospital; Reservation bed; Patient loyalty; Survey

DOI：

10.7507/1672-2531.20150044

Video：

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Abstract Full text Figures/Tables Video References Cited by

Objectives To survey the features of reservation bed and investigate the factors of hospital operation which may affect the patient loyalty of reservation bed in large general hospital. Methods All patients who reserved bed before July 2013 in hospital service center of a large general hospital were investigated by questionnaire in telephone and collected the basic data. Measurement index was designed to conclude the characteristics of patient loyalty of reservation bed in different departments. Multivariate statistical analysis was used to analyze the influence factors of patient loyalty. Results In the large general hospital, significant difference was found in patient loyalty of reservation bed in different departments. The diversity was mainly impacted by average waiting time of admission, cancelling waiting length, loyalty of patient inside the province, average length of stay, readmission rate on the day of discharge. Conclusion Large general hospital should pay more attention to dynamic monitoring and disclosure of supply and demand information of bed resources, to improve the management of beds resources and optimize reservation system, to elevate patient's loyalty of reservation bed in hospital.

Citation： SHENWen-wu, ZHUTing, ZHANGXin-li, LUOLi. A Survey on Patient Loyalty of Reservation Bed in a Large General Hospital. Chinese Journal of Evidence-Based Medicine, 2015, 15(3): 253-258. doi: 10.7507/1672-2531.20150044 Copy

1.	张梅霞, 姚瑶, 李妙, 等. 顾客满意度和顾客忠诚度在医院管理中的应用. 解放军医院管理杂志, 2008, 15(2):113-115.
2.	阮艳平, 钟胜. 基于SEM 的医院患者忠诚的影响因素研究. 中国卫生统计, 2010, 27(4):411-413.
3.	王冬, 姚卫光, 黄存瑞. 病人满意和病人忠诚的概念比较与培养策略. 现代医院, 2005, 5(10):108-110.
4.	陈燕, 姜柏生, 成金罗, 等. 常州市综合性医院患者忠诚度及其影响因素分析. 南京医科大学学报, 2012, 16(4):286-289.
5.	胡峥毅, 朱小英. 公立医院患者忠诚度影响因素研究. 中国农村卫生事业管理, 2012, 32(7):693-685.
6.	邵建祥, 陈余清, 王洪巨, 等. 三级甲等医院患者忠诚度影响因素研究. 现代医院管理, 2011, 8(6):45-48.
7.	曹志辉, 郑贺英, 陆广春. 浅谈顾客忠诚度在医院管理中的应用. 中国医院管理杂志, 2004, 20(3):169-170.
8.	陈学涛, 张萍, 李初民. 病人忠诚研究述评. 中国医院管理, 2010, 30(4):49-51.
9.	何晓俐, 赵淑珍, 李继平. 大型综合医院床位集中管理的效果研究. 中国循证医学杂志, 2013, 13(11):1303-1306.
10.	马庆国. 管理统计——数据获取、统计原理、SPSS工具与应用研究. 第1版. 北京:科学出版社, 2002.

1. 张梅霞, 姚瑶, 李妙, 等. 顾客满意度和顾客忠诚度在医院管理中的应用. 解放军医院管理杂志, 2008, 15(2):113-115.
2. 阮艳平, 钟胜. 基于SEM 的医院患者忠诚的影响因素研究. 中国卫生统计, 2010, 27(4):411-413.
3. 王冬, 姚卫光, 黄存瑞. 病人满意和病人忠诚的概念比较与培养策略. 现代医院, 2005, 5(10):108-110.
4. 陈燕, 姜柏生, 成金罗, 等. 常州市综合性医院患者忠诚度及其影响因素分析. 南京医科大学学报, 2012, 16(4):286-289.
5. 胡峥毅, 朱小英. 公立医院患者忠诚度影响因素研究. 中国农村卫生事业管理, 2012, 32(7):693-685.
6. 邵建祥, 陈余清, 王洪巨, 等. 三级甲等医院患者忠诚度影响因素研究. 现代医院管理, 2011, 8(6):45-48.
7. 曹志辉, 郑贺英, 陆广春. 浅谈顾客忠诚度在医院管理中的应用. 中国医院管理杂志, 2004, 20(3):169-170.
8. 陈学涛, 张萍, 李初民. 病人忠诚研究述评. 中国医院管理, 2010, 30(4):49-51.
9. 何晓俐, 赵淑珍, 李继平. 大型综合医院床位集中管理的效果研究. 中国循证医学杂志, 2013, 13(11):1303-1306.
10. 马庆国. 管理统计——数据获取、统计原理、SPSS工具与应用研究. 第1版. 北京:科学出版社, 2002.

Chinese Journal of Evidence-Based Medicine

A Survey on Patient Loyalty of Reservation Bed in a Large General Hospital

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