JAIST Repository: 患者満足度の向上にむけた病院の経営指標に関する研究

Japan Advanced Institute of Science and Technology

JAIST Repository

Type Thesis or Dissertation

Text version author

URL http://hdl.handle.net/10119/9660

Rights

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The study of impact of hospital management on patients’

satisfaction

Masahiro Furukawa

School of Knowledge Science,

Japan Advanced Institute of Science and Technology

March 2011

Keywords: patients’ satisfaction, service management, medical service, hospital management

The study is to know the impact of hospital management on patients’ satisfaction. Patients’ satisfaction is customer’s satisfaction on the medical services. It is measure about whether the hospital meets patient’s expectations or not. In recent years, patients’ satisfaction is becoming more important on hospital management.

It is three reasons in the background. Firstly, the patient’s needs are changing. Patients today need high-quality service and satisfactory explanation about medical attention. Secondly, hospital needs some ameliorating measure against hospital management. Because the growth of medical spending. Thirdly, QOL (Quality of life) that form of perception in human life is appeared.

Some previous study have suggested about important factor of patients’ satisfaction. For example, staff’s treat, time to wait, communication between patient and health professional, facility characteristics and ability of recovery from illness.

However, we haven’t known the impact of hospital management on patients’ satisfaction yet. This study explores the relations between hospital’s management indexes and result of survey about patients’ satisfaction. The purpose is to know the hospitals that show high level of patients’ satisfaction more than others.

This study’s Major research question (hereinafter collectively called “MRQ”) set “What is the impact of hospital management on patients’ satisfaction?” And it has Three Subsidiary Research Questions (hereinafter collectively called “SRQ”). SRQ1 set “How are patients’ satisfaction considered on previous researches?”

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And we need cold analysis by quantitative data. Hospital’s quantitative data about management is its management indexes. Management indexes reduce to scale about hospital’s management condition. It includes financial indexes (ex. Income and cost.) and other indexes. Other indexes include a number of patients and a number of beds. This study explores relations between hospital management and patients’ satisfaction on this basis. Therefore SRQ2 set “What are the management indexes that show a correlation against patients’ satisfaction?” And SRQ3 set “What are the features about management indexes that show a correlation against patients’ satisfaction?” For that reason this study explores distinctive features about hospital’s management indexes that show a correlation against patients’ satisfaction.

Step the answer to SRQ1 is literature review about patients’ satisfaction.

Step the answer to SRQ2 is analysis of correlation between hospital’s patients’ satisfaction and management indexes. In this analysis, any data about patients’ satisfaction is researched by oricon (2007)i. And any data about management indexes is researched by Ministry of Internal Affairs and Communications (2007)ii. Assay method is canonical analysis. A number of peaces about data of patients’ satisfaction are 9 pieces. It includes patients’ satisfaction about level of medical service, explanation by doctor, staff’s treat, action of information discovery, how good the facilities, attention of patients’ privacy, access environment, action of medical error and integrated patients’ satisfaction. A number of peaces about data of hospital’s management indexes are 311 pieces. There are 6 main types of 311 pieces. (1) Exploration of establishment and practice. (2) profit-and-loss statement. (3) Balance of capital account. (4) Contexture of cost. (5) Exploration of analysis for management. (6) Exploration of salary and benefit.

Step the answer to SRQ3 is to explore the future about management indexes that show a correlation against patients’ satisfaction. It looks at feature with respect to definition, distribution, and so on.

The answer to SRQ1 is “Patients’ satisfaction is customer satisfaction about patient. And the important factor of patients’ satisfaction is quality of medical service, tangible value, staff’s treat and time to wait.”

The answer to SRQ2 is “Management indexes that show a correlation against patients’ satisfaction is depreciation on asset, tangible depreciable property, and income on medical care.”

The answer to SRQ3 is “Investment to the tangible value has an impact patients’ satisfaction.” If analysis considers the impact of outlier, the income on medical care does not correlate to patients’ satisfaction.

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The answer to MRQ is “Investing to the tangible value have Impact on patients’ satisfaction.”

This study has some point at issue. Firstly, investigation hospital is only public hospital. It does not include any private hospital. Secondly, investigation hospital is only one in ranking. Thirdly, number of sample is too little to analyze. Fourthly, coefficient of correlation that is result of analysis is too small to come to reach a clear conclusion.

i _{オリコン・エンタテイメント, 患者が決めた！いい病院 2007 年版 [関東版][近畿・東海版]} ii _{総務省自治財政局, 平成 19 年度 公営企業年鑑}