基于患者满意度的口碑传播人数预测

Prediction of oral repufation based on patients' satisfaction degree

目的分析不同患者的口碑传播影响力,以期为医院患者口碑管理提供实践依据。方法通过随机抽取某医院的住院患者资料,发放问卷的方法获得数据,采取德尔菲法和数据拟合法进行分析处理。结果不同满意度患者的口碑传播人数及产生的经济学效应不同。结论不同满意度患者会带来不同的阶梯性经济学效应,把握满意度这个杠杆,有效利用口碑传播的工具,提高患者忠诚度,是当前医院以患者为中心可持续发展的关键之一。

Objectives To analyze the impact of oral reputation based on patients＇ satisfaction degree in hospitals. Methods Information from randomly selected patients was acquired by questionnaires, and the data were analyzed by the methods of the Delphi and data fitting. Results The patients＇satisfaction degree determined the number of patientis involved in oral communication and the economic effect. Conclusions The patients satisfaction degree will bring about different economic effects. By leveraging patients satisfaction, utilizing oral communication, and improving the compliance of patients would be the key hospitals sustainable development.