Objectives: To explore the satisfaction of long-term care institution staff with the service quality of a case hospital. Methods: This study administered questionnaires to and conducted in-depth interviews with staff of a long-term care institution from May 1 to June 30, 2017. SERVQUAL scale and importance performance analysis (IPA) served as the research tools. To conduct the in-depth interviews, the researcher traveled to the long-term care institution to identify residents' real needs for hospital services, determine the advantages and shortcomings of hospital services, and provide improvement directions to the case hospital. Results: A total of 90 sets of questionnaires were distributed, and 73 sets of responses were collected. Four invalid questionnaires were excluded, yielding an effective recovery rate of 76.67%. The IPA results revealed the following primary improvement goal for the case hospital: "The staff at the counter should exhibit good attitudes and courtesy" and "When a patient has a problem, the hospital should provide care and services." Combining the IPA and interview results revealed that convenience and georelation are the major factors that residents and their families in long-term care institutions consider when selecting hospitals. In addition to being satisfied with the medical staff, they were very satisfied and highly satisfied with the pharmacists and environment of the case hospital, respectively. Conclusions: The findings of this study can provide an appropriate reference for future policy implementation by the case hospital.