Comparative analysis of applying patient experience and satisfaction survey (VPSM) tool in Chinese hospitals

Jiang-rong Wang, Sen Huang, Shane Thomas, Hui Yang, Tuo-hong Zhang

Research output: Contribution to journalArticleResearchpeer-review

Abstract

Patient experience and satisfaction survey has been regarded as an important method of collecting patients' opinions on medical services and improving the quality of management. From 2005 to 2009, Australia Victorian patient satisfaction monitoring, VPSM, was introduced, localized and adopted by over 50 Chinese hospitals. To compare and analyze each localized applications of VPSM and submit suggestions for further applications. The paper adopted the way of document research. The researchers collected all of the published and unpublished investigation plans and monitoring reports during these five years, compared the operations and the results of investigations and indicated the advantages and weaknesses. In respect of methods, they were similar but showed some small differences in details such as the questionnaire structure, the reminding letter and the organization of data acquisition and analysis. The localized VPSM was gradually moving towards standardization. The monitoring was able to find the changing of medical services and provided the referential information for management. The localization of VPSM is still on its way and it needs improving by means of extending application.

Original languageEnglish
Pages (from-to)397-402
Number of pages6
JournalJournal of Peking University (Health Sciences)
Volume43
Issue number3
Publication statusPublished - 18 Jun 2011

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