Service Quality Evaluation of Hospitalized Cancer Patients: A Case Study of Guizhou Tumor Specialist Hospital
Objective: Understand the hospitalization status of cancer patients in poor areas and understand their evaluation and satisfaction with medical services. Find ways to better improve communication between medical staff and patients.
Methods: This study used hybrid methods including qualitative and quantitative studies. The survey was constructed using the Servqual model and the CIPP model. 271 respondents were surveyed and 12 patients were interviewed in depth. The summary of the data takes advantage of the Gap analysis.
Result: The study plans to collect 267 questionnaires and actually collect 290 questionnaires, including 271 valid questionnaires, with an effective rate of 93.45%. Among them, 148 males, accounting for 54.61%; 123 females, accounting for 45.39%. Most of the respondents were dissatisfied with the comprehensive evaluation of the hospital's medical services. Conclusion: Inpatients in the Guizhou Cancer Hospital have lower overall satisfaction with medical services. The mistrust of patients, the workload of medical staff, the increase of medical expenses and various other factors have affected the evaluation of medical services for inpatients. To improve the hospitalization experience of cancer patients in poor areas, patients, medical staff, hospitals, and government agencies must improve their shortcomings.
Keywords - Hospitalized cancer patients, Medical service, Evaluation, Poverty areas.