Assessing Hospitalized Cancer Patients’ Satisfaction by Using Servqual Model: A Case Study of Guizhou Cancer Hospital, Guizhou Province, China

Abstract

The purpose of this study is to understand the evaluation and satisfaction of medical services for hospitalized cancer patients in poor areas, and to summarize the ways to improve the communication efficiency between medical staff and patients. This study used mixed methods including qualitative and quantitative studies. For quantitative research, the questionnaire was constructed using the Servqual model and 271 respondents were surveyed. For qualitative research, 12 patients were interviewed in depth using open questions. The data of the questionnaire were analyzed by using the gap analysis of expectation and perception, and the answers of the in-depth interviews were summarized. Evaluation of hospitalized medical services for hospitalized cancer patients were summarized as follows: In terms of Physical facilities, there were insufficient facilities for a lot of cancer patients. In terms of Reliability, have had more senior physicians than young doctors. In terms of Responsiveness, the medical staff's response to the patient's needs have had not timely and comprehensive enough because the cancer patients have had a plenty of patients and not enough hospital resources to service. In terms of Security, the communication and collaboration of medical staff themselves have not had effective yet because their staff worked very hard and not enough too. In terms of Emotional input, besides the treatment, the medical staff have not intended in Psychiatric Consultation of the patient's emotional investment enough because they may have more time to do enough. To improve the hospitalization experience of cancer patients in poor areas, patients, medical staff, hospitals, and government agencies all need to be upgraded.