Analysis on the Emergency Management Vulnerability of Two First-Class Tertiary Hospitals in Shanghai under the Perspective of Patient Satisfaction.

The uncertainty, immediate hazards, severe consequences and broad impact of medical emergencies are far beyond the scope of ordinary medical treatment, calling for special attention. The importance of constructing hospital emergency management system has been increasingly reflected. The system not only needs the practical solution of hospital management at the present stage, but also the working direction of the hospital management in the future. In this paper, the emergency satisfaction survey was conducted on the patients in two first-class tertiary hospitals in Shanghai. The service satisfaction scores of a hospital with integrated traditional Chinese medicine (TCM) and Western medicine as well as a general hospital were 4. 9 4 ± 0. 3 2 and 4. 9 9 ± 0. 1 4 , respectively. There was a significant difference in the service satisfaction scores between the two hospitals (p < 0. 0 0 0 1). Poor network signal was a vulnerability problem in the dimension of medical auxiliary facilities in both hospitals, accounting for the highest proportion. For the dimension of medical building, the main vulnerability problems were wall cracking and uneven ground, accounting for a high proportion. In the dimension of medical process, the parking inconvenience of a hospital with integrated traditional Chinese and Western medicine was particularly serious, accounting for 81.7%. In the dimension of medical service, the vulnerability of "medical staff overwork" in a general hospital was more prominent, accounting for 39.10%, which was significantly higher than that in a hospital with integrated TCM and Western medicine. In terms of service attitude, the vulnerability of the two hospitals was represented as the poor service attitude of doctors, nurses and managers. In the medical safety dimension of the two hospitals, "lack of assistance in emergencies" and "hospital equipment failures" were the main vulnerability issues. From the perspective of patients, this paper analyzed the current vulnerability problems of the hospital, identified the actual and potential risks of hospital emergency management and put forward suggestions on adjusting the spatial layout, strengthening internal management and comprehensively improving employees' emergency awareness and skills. This will provide a reference for the hospital's emergency management system to make necessary adjustments to meet the practical needs. [ABSTRACT FROM AUTHOR]