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The client has two hospital areas, the south and north, with a total construction area of 28,300 square meters and 450 beds, of which 405 are actually open. The outpatient services reached 1,527,000, and the number of discharged patients was 12,971. As a model hospital in Beijing, the hospital has won the Policy Research Award of China Association of Traditional Chinese Medicine in 2015 and 2016 for its remarkable achievements in medical technology and service ability, and has also won honorary titles such as \"Innovative Hospital for Improving Medical Services\" and \"National May 1 Female Model\". At present, it is a local Grade III hospital with a service radius covering surrounding Beijing-Tianjin-Hebei region.

The client\'s business has grown rapidly in recent years, and department development and hospital construction cannot rapidly match the rapidly growing business demand. The client intends to conduct a quarterly survey on all aspects of hospital through patients of different types in 25 departments, so as to understand the current situation of patients\' satisfaction with all aspects of hospital, provide data support for performance evaluation of all departments, and provide feasible suggestions for hospital construction, so as to continuously improve patient satisfaction

This survey evaluated satisfaction of three roles: outpatients, inpatients and discharged patients. As the three types of roles have different contact links in medical treatment, different index systems are designed for the roles, and analysis dimensions are subdivided according to their characteristics as follows: registration, outpatient and triage, waiting and seeking medical treatment, examination, payment, taking medicine, admission and hospitalization, discharge, public environment, and restaurant meals.

1. Help clients confirm evaluation mechanism of hospital departments through continuous satisfaction study, and clarify direction of service improvement of each department through patients’ opinions. Under the coordination of hospital leaders, organize all departments to issue rectification plans and supervise rectification progress to form a closed loop; 2. directly improved the service attitude of medical staff in all departments, implemented feedback of patients on hospital construction, improved client\'s praise, improved customer satisfaction; At the same time, the hospital\'s internal department management has also been optimized.