Application of Rough Set Theory to Improve Outpatient Medical Service Quality in Public Hospitals Based on the Patient Perspective

Purpose: To analyze the key factors and decision-making behaviors affecting overall satisfaction based on perceptual data of outpatients.Methods: The official satisfaction questionnaire developed by the National Health Commission of the People's Republic of China was used. Rough set theory was...

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Autores principales:	Man-Li Du, Tao-Hsin Tung, Ping Tao, Ching-Wen Chien, Yen-Ching Chuang
Formato:	article
Lenguaje:	EN
Publicado:	Frontiers Media S.A. 2021
Materias:	service quality outpatient satisfaction multiple attribute decision-making (MADM) data mining rough set theory (RST) Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/b1fcd4e79c3946f8873c54714e176512
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spelling	oai:doaj.org-article:b1fcd4e79c3946f8873c54714e1765122021-11-30T18:13:33ZApplication of Rough Set Theory to Improve Outpatient Medical Service Quality in Public Hospitals Based on the Patient Perspective2296-256510.3389/fpubh.2021.739119https://doaj.org/article/b1fcd4e79c3946f8873c54714e1765122021-11-01T00:00:00Zhttps://www.frontiersin.org/articles/10.3389/fpubh.2021.739119/fullhttps://doaj.org/toc/2296-2565Purpose: To analyze the key factors and decision-making behaviors affecting overall satisfaction based on perceptual data of outpatients.Methods: The official satisfaction questionnaire developed by the National Health Commission of the People's Republic of China was used. Rough set theory was used to identify the perception patterns between condition attributes (i.e., service factors) and a decision attribute (i.e., overall service level) and to express them in rule form (i.e., if-then).Results: The four minimal-coverage rules, with strength exceeding 10% in the good class, and six crucial condition attributes were obtained: “Ease of registration (C1),” “Respected by registered staff (C2),” “Registered staff's listening (C3),” “Respected by doctor (C9),” “Signpost (C12),” and “Privacy (C16).” In addition, the average hit rate for 5-fold cross-validation was 90.86%.Conclusions: A series of decision rules could help decision-makers easily understand outpatients' situations and propose more suitable programs for improving hospital service quality because these decision rules are based on actual outpatient experiences.Man-Li DuTao-Hsin TungPing TaoChing-Wen ChienYen-Ching ChuangYen-Ching ChuangFrontiers Media S.A.articleservice qualityoutpatient satisfactionmultiple attribute decision-making (MADM)data miningrough set theory (RST)Public aspects of medicineRA1-1270ENFrontiers in Public Health, Vol 9 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	service quality outpatient satisfaction multiple attribute decision-making (MADM) data mining rough set theory (RST) Public aspects of medicine RA1-1270
spellingShingle	service quality outpatient satisfaction multiple attribute decision-making (MADM) data mining rough set theory (RST) Public aspects of medicine RA1-1270 Man-Li Du Tao-Hsin Tung Ping Tao Ching-Wen Chien Yen-Ching Chuang Yen-Ching Chuang Application of Rough Set Theory to Improve Outpatient Medical Service Quality in Public Hospitals Based on the Patient Perspective
description	Purpose: To analyze the key factors and decision-making behaviors affecting overall satisfaction based on perceptual data of outpatients.Methods: The official satisfaction questionnaire developed by the National Health Commission of the People's Republic of China was used. Rough set theory was used to identify the perception patterns between condition attributes (i.e., service factors) and a decision attribute (i.e., overall service level) and to express them in rule form (i.e., if-then).Results: The four minimal-coverage rules, with strength exceeding 10% in the good class, and six crucial condition attributes were obtained: “Ease of registration (C1),” “Respected by registered staff (C2),” “Registered staff's listening (C3),” “Respected by doctor (C9),” “Signpost (C12),” and “Privacy (C16).” In addition, the average hit rate for 5-fold cross-validation was 90.86%.Conclusions: A series of decision rules could help decision-makers easily understand outpatients' situations and propose more suitable programs for improving hospital service quality because these decision rules are based on actual outpatient experiences.
format	article
author	Man-Li Du Tao-Hsin Tung Ping Tao Ching-Wen Chien Yen-Ching Chuang Yen-Ching Chuang
author_facet	Man-Li Du Tao-Hsin Tung Ping Tao Ching-Wen Chien Yen-Ching Chuang Yen-Ching Chuang
author_sort	Man-Li Du
title	Application of Rough Set Theory to Improve Outpatient Medical Service Quality in Public Hospitals Based on the Patient Perspective
title_short	Application of Rough Set Theory to Improve Outpatient Medical Service Quality in Public Hospitals Based on the Patient Perspective
title_full	Application of Rough Set Theory to Improve Outpatient Medical Service Quality in Public Hospitals Based on the Patient Perspective
title_fullStr	Application of Rough Set Theory to Improve Outpatient Medical Service Quality in Public Hospitals Based on the Patient Perspective
title_full_unstemmed	Application of Rough Set Theory to Improve Outpatient Medical Service Quality in Public Hospitals Based on the Patient Perspective
title_sort	application of rough set theory to improve outpatient medical service quality in public hospitals based on the patient perspective
publisher	Frontiers Media S.A.
publishDate	2021
url	https://doaj.org/article/b1fcd4e79c3946f8873c54714e176512
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Application of Rough Set Theory to Improve Outpatient Medical Service Quality in Public Hospitals Based on the Patient Perspective

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