PATIENT SATISFACTION WITH SMART MEDICAL SERVICES IN PUBLIC HOSPITALS OF XINXIANG CITY

Abstract

In response to the lack of empirical research on smart healthcare in public hospitals in prefecture level cities in northern Henan, this article selects representative tertiary public hospitals in Xinxiang City as research samples, focusing on the pain points of patient experience and satisfaction after the implementation of smart healthcare. Build an evaluation framework using TAM technology acceptance model, perceived risk theory, and SERVQUAL service quality model. Conduct on-site questionnaire surveys combined with SPSS statistical analysis, and use descriptive statistics, correlation analysis, variance testing, and multiple regression to conduct empirical calculations. The survey shows that the utilization rate of smart healthcare among surveyed patients is 91.67%, with an overall satisfaction score of 3.68; The lack of publicity, system failure and privacy concerns significantly lower the evaluation, and the high frequency online services, high education and urban registered residence are positively improving the satisfaction. The research results can provide empirical reference for optimizing smart services and improving patient medical experience in public hospitals in northern Henan.