Managing patient satisfaction in a blood-collection room by the probabilistic linguistic gained and lost dominance score method integrated with the best-worst method

Abstract

Evaluating patient satisfaction on medical services in terms of multiple aspects is critical for hospital management. To settle this problem, a criteria system for medical service evaluation is first structured through a survey on experts. The probabilistic linguistic representation model is used to portray the qualitative evaluations that are unquantifiable in nature or unable to be accurately measured. Then, the best-worst method is extended to the probabilistic linguistic context to determine the weights of criteria information. Afterwards, we propose a comprehensive method by combing the probabilistic linguistic best-worst method with the gained and lost dominance score method to measure both the collective and worst performances of alternatives. Finally, we investigate a practical case about managing patient satisfaction in the blood collection room of a Chinese hospital which undergoes a reformation. The results show that the patient satisfaction has greatly improved after the reformation.