：2017年9月30日，药品零差率已在各级公立医院开始实施，并开 始医疗服务价格改革，旨在借此腾出医疗服务价格调整空间，即药品零差 率的情况下，上调床位费、诊察费、治疗费、手术费、护理费，下调检查 费、化验费，由此减少的收入通过新补偿机制予以弥补。这一改革使得医 疗市场透明度、开放性增强，市场竞争也越发激烈，要求公立医院从患者 满意度的提升出发，着力提高医疗服务质量。相关论题的研究，对于公立 医院患者满意度的提升具有非常重要的理论与实践意义。 本文以药品零差率为背景，基于患者满意度提升这一前提，以复旦大 学附属中山医院为例，结合问卷调查法，分析其患者满意度现状，并进一 步分析患者满意度偏低的成因，继而从医院管理的角度提出提升患者满意 度的具体措施与实施保障。问卷调查结果表明，复旦大学附属中山医院患 者满意度感知值与期望值的差值均为-0.37，按患者满意度测评的思想，反 映出顾客感知服务质量尚未达预期，表明服务水平待于进一步改进。且5 个维度指标指标中，除了有形性维度的感知价值与期望值的差值为正值， 其余四个维度均为负值，表明有形性维度总体达到预期水平；而其余四个 维度的指标均有待改进。分析复旦大学附属中山医院患者满意度偏低的原 因可知，应主要在于下述几方面：药品零差率后医疗服务收费水平偏高、 医疗技术水平有待于进一步提高、医疗服务流程规范度不够、医患沟通渠 道不畅。因此，复旦大学附属中山医院患者满意度的提升策略应在于：加 强医疗服务价格管控、着力提升医疗技术水平、进一步优化医疗服务流程、 强化医疗服务沟通机制建设。 本研究有利于从理论层面补充公立医院患者满意度提升策略的理论 研究成果，为今后的研究起到扩展研究思路的作用；且有利于复旦大学附 属中山医院顺应医疗服务价格体系改革，借鉴本文经验，通过自身管理加 强不断提升患者满意度，以通过服务质量的总体提升进一步提高综合竞争 力。 关键词：医疗服务价格改革；患者满意度；提升策略 STUDY ON THE STRATEGY OF IMPROVING PATIENTS’ SATISFACTION IN ZHONGSHAN HOSPITAL AFFILIATED TO FUDAN UNIVERSITY [Wei Huang] ([Hospital Management]) Directed by [Zhigang Luo] Abstract: On September 30, 2017, the zero difference rate of drugs has been implemented in public hospitals at all levels, and the reform of medical service price has been started, aiming to make room for the adjustment of medical service price. That is to say, in the case of zero difference rate of drugs, the bed fee, examination fee, treatment fee, operation fee, nursing fee will be increased, examination fee and laboratory fee will be decreased, and the reduced income will be compensated by the new compensation mechanism. This reform makes the medical market more transparent and open, and the market competition more fierce. It requires public hospitals to improve the quality of medical services from the perspective of patients' satisfaction. The research of related topics is of great theoretical and practical significance for the improvement of patients' satisfaction in public hospitals. Based on the premise of improving patients' satisfaction, this paper takes Zhongshan Hospital Affiliated to Fudan University as an example, analyzes the current situation of patients' satisfaction and further analyzes the causes of low patients' satisfaction, and then puts forward specific measures and implementation guarantee to improve patients' satisfaction from the angle of hospital management. The results of questionnaire survey show that the difference between patients' satisfaction perception value and expectation value of Zhongshan Hospital Affiliated to Fudan University is - 0.37. According to the idea of patients' satisfaction evaluation, the service quality of customer perception has not reached the expectation, indicating that the service level needs to be further improved. In addition, the difference between perceived value and expected value of the five dimensions is positive, and the other four dimensions are negative, indicating that the overall tangible dimension reaches the expected level; while the other four dimensions need to be improved. Through the analysis of the reasons for the low patient satisfaction of Zhongshan Hospital Affiliated to Fudan University, we can see that the main reasons are as follows: the high level of medical service charge after the zero difference rate of drugs, the level of medical technology to be further improved, the lack of standardization of medical service process, and the poor communication channels between doctors and patients. Therefore, the strategies to improve patient satisfaction of Zhongshan Hospital Affiliated to Fudan University should be: to strengthen the control of medical service price, to improve the level of medical technology, to further optimize the medical service process, and to strengthen the construction of medical service communication mechanism. This study is conducive to supplement the theoretical research results of the public hospital patients' satisfaction promotion strategy from the theoretical level, and plays an important role in expanding the research ideas for the future research; it is also conducive to the Zhongshan Hospital Affiliated to Fudan University to comply with the reform of the medical service price system, learn from the experience of this paper, strengthen the self-management to continuously improve the patients' satisfaction, so as to improve the overall service quality Further improve the comprehensive competitiveness. Keywords: [Medical Service Price Reform] [Patient Satisfaction] [Prom otion Strategy] VI 目 录 摘要.................................................................................................................................I Abstract..........................................................................................................................II 第１章 绪 论............................................................................................................1 1.1 选题背景与意义...............................................................................................1 1.1.1 选题背景.....................................................................................................1 1.1.2 选题意义.....................................................................................................2 1.2 国内外研究现状...............................................................................................2 1.2.1 国外研究现状.............................................................................................2 1.2.2 国内研究现状.............................................................................................4 1.2.3 国内外研究述评.........................................................................................5 1.3 研究内容与方法...............................................................................................6 1.3.1 研究内容.....................................................................................................6 1.3.2 研究方法.....................................................................................................7 1.4 研究特色...........................................................................................................8 第2章 主要概念与理论............................................................................................9 2.1 主要概念...........................................................................................................9 2.1.1 药品零差率.................................................................................................9 2.1.2 患者满意度.................................................................................................9 2.2 主要理论.........................................................................................................10 2.2.1 患者满意度指数模型...............................................................................10 2.2.2 基于SERVQUAL量表的患者满意度测评............................................10 第3章 复旦大学附属中山医院患者满意度提升的必要性..................................13 3.1 复旦大学附属中山医院基本情况介绍.........................................................13 3.1.1 复旦大学附属中山医院简介................................................................