The concept of consumer satisfaction in 1. health care

Consumer satisfaction with health care refers to the overall evaluation of health care services by consumers, reflecting whether consumers' needs and expectations for health care services are met, as well as their feelings and attitudes towards health care services. Health care consumer satisfaction is a multidimensional, dynamic, subjective and relative concept, which is influenced by many factors, such as consumer personal characteristics, health care service provider characteristics, health care service process and results, health care service environment and social culture.

Health care consumer satisfaction is an important indicator of the quality and effectiveness of health care services, and it is also an important basis for health care service providers and managers to improve services and enhance competitiveness. A high level of consumer satisfaction with health care is conducive to enhancing consumer loyalty and trust, promoting consumer word-of-mouth communication and re-purchase, and increasing the market share and profitability of health care services. At the same time, consumer satisfaction with health care is also conducive to improving consumers' health and quality of life, enhancing consumers' self-management and self-care capabilities, and reducing the cost and risk of health care services.

Factors influencing consumer satisfaction with 2. health care

Health care consumer satisfaction is affected by many factors, which can be analyzed from five aspects: consumer personal characteristics, health care service provider characteristics, health care service process and results, health care service environment and social culture.

(1) Personal characteristics of consumers

Consumer personal characteristics include consumer's age, gender, education level, income level, health status, health care needs, health care expectations, health care knowledge, health care attitude, health care behavior, etc. These characteristics affect consumers' perception and evaluation of health care services, as well as their satisfaction with health care services. Generally speaking, the older the consumer is, the gender is female, the lower the education level, the lower the income level, the worse the health status, the higher the health care demand, the lower the health care expectation, the less the health care knowledge, the more negative the health care attitude, the more passive the health care behavior, and the lower the satisfaction of the health care service.

(2) Characteristics of health care providers

The characteristics of health care service providers include the type, scale, qualification, reputation, professional level, service attitude, communication skills, service innovation, etc. These characteristics affect consumer choice and trust in health care services, as well as satisfaction with health care services. Generally speaking, consumers are more inclined to choose health care service providers with various types, large scale, complete qualifications, good reputation, high professional level, good service attitude, strong communication skills and more service innovation, and are more satisfied with the health care services provided by them.

(3) Health care service process and results

The process and results of health care services include the accessibility, availability, affordability, timeliness, continuity, safety, effectiveness, humanity, and satisfaction of health care services. These processes and results affect consumers' perception and evaluation of health care services, as well as their satisfaction with health care services. Generally speaking, consumers are more satisfied with health care services with high accessibility, strong availability, good affordability, fast timeliness, stable continuity, high safety, high effectiveness, strong humanization and high satisfaction.

(4) Health care service environment

The health care service environment includes the physical environment, technical environment, and social environment of the health care service. These environments affect consumers' perception and experience of health care services and their satisfaction with health care services. Generally speaking, consumers are more satisfied with health care services with comfortable physical environment, advanced technology environment and harmonious social environment.

(5) Social and cultural factors

Social and cultural factors include social values, social norms, social support, social participation, social trust, social equity and so on. These factors affect consumers' recognition and trust in health care services, as well as their satisfaction with health care services. Generally speaking, consumers are more satisfied with health care services that conform to social values, comply with social norms, receive social support, participate in social activities, build social trust, and enjoy social equity.

Measurement of consumer satisfaction with 3. health care

There are two main types of measurement methods for consumer satisfaction in health care: qualitative methods and quantitative methods. Qualitative methods are mainly through in-depth interviews, focus groups, case studies, etc., to gain insight into consumers' understanding of health care services.

feelings and needs, explore the connotation and influencing factors of consumer satisfaction, and obtain qualitative information of consumer satisfaction. The quantitative method is mainly through questionnaire survey, rating scale, index system and other ways to quantify consumer evaluation and satisfaction of health care services, to obtain quantitative data of consumer satisfaction. Qualitative and quantitative methods have their own advantages and disadvantages, and should be flexibly selected and used in combination according to different purposes and conditions.

(1) Qualitative methods

Qualitative methods are mainly the following:

-In-depth interview: In-depth interview is a one-to-one, face-to-face, semi-structured or unstructured interview method. Through open questions, it guides consumers to freely express their feelings and needs for health care services. Understand the connotation and influencing factors of consumer satisfaction, and obtain qualitative information of consumer satisfaction. The advantage of in-depth interviews is that they can dig deeper into the true thoughts and motivations of consumers, and discover potential problems and improvement directions for consumer satisfaction; the disadvantage is that they are time-consuming and laborious, the number and representation of respondents are limited, and the quality and effect of interviews are affected by The level and attitude of interviewers and visitors.

-Focus group: Focus group is a many-to-one, face-to-face, semi-structured or unstructured interview. Through a topic or several questions, 6- 12 consumers are guided under the auspices of a visitor., To conduct collective, interactive, and free discussions to understand consumers' feelings and needs for health care services, and obtain qualitative information on consumer satisfaction. The advantage of focus group is that it can make full use of the communication and interaction between consumers, stimulate consumers' thinking and creativity, and discover novel and interesting aspects of consumer satisfaction; the disadvantage is that it is difficult to control the direction and depth of the discussion, the number and representation of the interviewees are limited, and the quality and effect of the discussion are affected by the skills and authority of the visitors.

-Case analysis: Case analysis is an in-depth, comprehensive and systematic analysis of specific, typical or successful cases of consumer satisfaction with health care services, to understand consumers' feelings and needs for health care services, and to obtain qualitative information on consumer satisfaction. The advantage of case analysis is that it can show the complexity and diversity of consumer satisfaction from multiple angles and levels, and discover the laws and characteristics of consumer satisfaction; the disadvantage is that it is difficult to select and determine suitable cases, which is affected by the number and number of cases. The universality is limited, and the quality and effect of analysis are affected by the ability and opinion of the analyst.

(2) Quantitative methods

Quantitative methods are mainly the following:

-Questionnaire survey: Questionnaire survey is a kind of quantitative data on consumer satisfaction by designing and issuing a series of structured and closed questions to collect data on consumer evaluation and satisfaction with health care services. The advantage of questionnaire survey is that it can collect data on consumer satisfaction quickly, on a large scale and at low cost, which is convenient for statistical analysis and comparative research, while the disadvantage is that it is difficult to reflect the depth and details of consumer satisfaction, which is influenced by the quality and efficiency of the design and distribution of the questionnaire.

-Rating scale: The rating scale is a quantitative data of consumer satisfaction by designing and using a set of scales containing multiple items and options to measure consumers' evaluation and satisfaction with health care services. The advantage of the rating scale is that it can accurately, objectively and scientifically measure the level of consumer satisfaction, which is convenient for quantitative analysis and comprehensive evaluation, while the disadvantage is that it is difficult to cover all aspects of consumer satisfaction, which is affected by the validity and reliability of the construction and use of the scale.

-Indicator system: The indicator system is a system that integrates consumer evaluation and satisfaction with health care services by designing and using a set of multiple indicators and weights to obtain quantitative data on consumer satisfaction. The advantage of the indicator system is that it can comprehensively, systematically and dynamically synthesize the data of consumer satisfaction, which is convenient for multi-dimensional analysis and trend prediction, while the disadvantage is that it is difficult to determine and adjust the appropriate indicators and weights, which is influenced by the rationality and consistency of the selection and calculation of indicators.

4. experience and cases of health care consumer satisfaction survey of Shangpu Consulting Company.

champ consulting company is a professional engaged in health care services consulting company, has a wealth of health care consumer satisfaction research experience and case. According to different clients and purposes, Shangpu Consulting Co., Ltd. flexibly selects and combines qualitative and quantitative methods to provide comprehensive, in-depth, objective and scientific health care consumer satisfaction research reports and suggestions for health care service providers and managers. The following are some of the health care consumer satisfaction research cases from Champ Consulting:

-Case 1: A survey of outpatient consumer satisfaction in a large hospital. Shangpu Consulting Company conducted a consumer satisfaction survey for the outpatient department of a large hospital, aiming to understand the evaluation and satisfaction of consumers on outpatient services, and provide the basis and suggestions for the hospital to improve services. Shangpu Consulting Company used questionnaires and in-depth interviews to investigate outpatient consumers and outpatient medical staff respectively. The contents of the questionnaire survey include consumers' evaluation and satisfaction with the accessibility, availability, affordability, timeliness, continuity, safety, effectiveness, humanization and satisfaction of outpatient services, as well as consumers' personal characteristics and health care needs, expectations, knowledge, attitudes and behaviors. The content of in-depth interviews includes consumers' feelings and needs for outpatient services, as well as medical staff's views and suggestions on outpatient services. Champu Consulting conducted a statistical and qualitative analysis of the research data and concluded the following mainConclusionand recommendations:

Consumers have higher overall satisfaction with outpatient services, but there are differences and suggestions in different aspects and dimensions. Consumers are highly satisfied with the availability, safety, effectiveness and satisfaction of outpatient services, but they are less satisfied with the accessibility, affordability, timeliness, continuity and humanization of outpatient services. Consumer satisfaction with outpatient services is affected by personal characteristics, health care needs, expectations, knowledge, attitudes, behavior and other factors. Different types of consumers have different levels of satisfaction and differences. The views and suggestions of medical staff on outpatient service are basically consistent with the evaluation and satisfaction of consumers, but there are also some differences and difficulties.

It is suggested that hospitals should improve outpatient service from the following aspects to enhance consumer satisfaction: first, strengthen the publicity and guidance of outpatient service, improve consumers' cognition and expectation of outpatient service, and enhance consumers' knowledge, attitude and behavior of health care; second, optimize the process and mechanism of outpatient service, improve the accessibility, affordability, timeliness and continuity of outpatient service, and reduce the waiting and crowding of consumers, improve the convenience and comfort of consumers; the third is to improve the facilities and technology of outpatient services, improve the safety, effectiveness, and satisfaction of outpatient services, provide more personalized and professional services, and enhance consumer trust and satisfaction; The fourth is to strengthen the personnel and culture of outpatient services, improve the humanization of outpatient services, cultivate and motivate the service attitude and communication skills of medical staff, and enhance the respect and care of consumers.

-Case 2: Consumer satisfaction survey of a health care product company. Shangpu Consulting Company conducted a consumer satisfaction survey for a health care product company, aiming to understand consumers' evaluation and satisfaction with health care products, and provide the company with the basis and suggestions for improving products and marketing. Champ Consulting used a rating scale and focus group approach to investigate health care products consumers and health care products salespeople, respectively. The content of the rating scale includes consumers' evaluation and satisfaction with the brand, price, quality, efficacy, safety, packaging, service, etc. of health products, as well as consumers' personal characteristics and health care needs, expectations, knowledge, attitudes, Behavior and other information. The focus groups include consumers' feelings and needs for health products, as well as salespeople's views and suggestions on health products. Champu Consulting conducted a quantitative and qualitative analysis of the research data and concluded the following mainConclusionand recommendations:

Consumers' overall satisfaction with health care products is average, but there are differences and problems in different aspects and dimensions. Consumers are highly satisfied with the brand, price, quality, packaging and service of health products, but they are less satisfied with the efficacy and safety of health products. Consumer satisfaction with health care products is affected by personal characteristics, health care needs, expectations, knowledge, attitudes, behavior and other factors, different types of consumers have different levels of satisfaction and differences. Salespeople's views and suggestions on health products are basically consistent with consumers' evaluation and satisfaction, but there are also some differences and difficulties.

It is suggested that the company should improve the products and marketing of health care products from the following aspects to enhance consumer satisfaction: first, strengthen the research and development and innovation of health care products, improve the efficacy and safety of health care products, provide more scientific basis and proof, and enhance consumers' trust and satisfaction; second, optimize the pricing and promotion of health care products, improve the affordability and attractiveness of health care products, and provide more price concessions and gift activities, improve the interests and loyalty of consumers; the third is to improve the channels and services of health products, improve the accessibility and availability of health products, provide more sales outlets and service methods, and improve the convenience and comfort of consumers; fourth It is to strengthen the publicity and education of health products, improve consumers' awareness and expectations of health products, enhance consumers' knowledge, attitude and behavior of health care, and enhance consumers' respect and care.