A third-party investigation of inpatient satisfaction with a tertiary hospital in People&amp;rsquo;s Republic of China

Ke, Pan; Jiang, Fengbo; Wu, Dongmei; Lin, Ziwei; Jia, Jia; Ye, Baoxia; Liu, Bing

doi:10.2147/ppa.s176471

Cited by 12 publications

(22 citation statements)

References 43 publications

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“…Since age is an unmodified factor, policymakers and organizations may choose to concentrate on enforcement of healthcare policies that supports all age categories [ 35 ]. The total influences of sex and education on satisfaction were not significant, which was inconsistent with studies elsewhere where education level of outpatients were found to affect outpatient satisfaction [ 14 ]. This may be related to the shorter outpatient visit time, shorter communication time with doctors, and higher overall quality of service in large hospitals in our study.…”

Section: Discussioncontrasting

confidence: 95%

“…At the providers’ level, factors such as physicians’ clinical experience and hospitals’ environment might affect the outpatients’ perception towards healthcare services provided [ 12 ]. Similarly, outpatient-level factors such as demographic characteristics, motivation, and economic status play an important role in hospital services evaluation [ 13 , 14 ]. One recent study found that the education status, occupation and annual income were significantly associated with overall patient satisfaction [ 14 , 15 ].…”

Section: Introductionmentioning

confidence: 99%

“…Similarly, outpatient-level factors such as demographic characteristics, motivation, and economic status play an important role in hospital services evaluation [ 13 , 14 ]. One recent study found that the education status, occupation and annual income were significantly associated with overall patient satisfaction [ 14 , 15 ]. Satisfaction with medical services also includes cognitive and emotional aspects, which is related to patients’ previous medical experiences [ 16 – 18 ].…”

Section: Introductionmentioning

confidence: 99%

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The situation and influencing factors of outpatient satisfaction in large hospitals: Evidence from Henan province, China

Ren

Lei

Tarimo

et al. 2021

BMC Health Serv Res

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Background The level of outpatient satisfaction plays a significant role in improving the quality and utilization of healthcare services. Patient satisfaction gives providers insights into various aspects of services including the effectiveness of care and level of empathy. This study aimed to evaluate the level of patient satisfaction in the outpatient department and to explore its influencing factors in large hospitals (accommodating over 1000 beds) of Henan province, China. Methods We analyzed data from Henan Large Hospitals Patient Satisfaction Survey conducted in the year 2018 and included 630 outpatients. Structural Equation Model (SEM) was used to explore the relationship among evaluation indicators of outpatient satisfaction levels. We used Dynamic Matter-Element Analysis (DMA) to evaluate the status of outpatient satisfaction. Binary Logistic Regression (BLR) was adopted to estimate the impact of personal characteristics towards outpatient satisfaction. Results The overall score for outpatient satisfaction in large hospitals was 66.28±14.73. The mean outpatient satisfaction scores for normal-large, medium-large, and extra-large hospitals were 63.33±12.12, 70.11±16.10, 65.41±14.67, respectively, and were significantly different (F = 11.953, P < 0.001). Waiting time, doctor-patient communication, professional services, and accessibility for treatment information were shown to have directly positive correlations with outpatient satisfaction (r = 0.42, 0.47, 0.55, 0.46, all P < 0.05). Results from BLR analysis revealed that patients’ age and frequency of hospital visits were the main characteristics influencing outpatient satisfaction (P < 0.05). Conclusions The outpatient satisfaction of large hospitals is moderately low. Hospital managers could shorten the waiting time for outpatients and improve the access to treatment information to improve the satisfaction of outpatients. It is also necessary to enhance service provision for outpatients under the age of 18 as well as the first-time patients.

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Section: Discussioncontrasting

confidence: 95%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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The situation and influencing factors of outpatient satisfaction in large hospitals: Evidence from Henan province, China

Ren

Lei

Tarimo

et al. 2021

BMC Health Serv Res

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“…The medical doctor-patient relationship in China is facing serious challenges, and an ever-increasing number of conflict events between medical staff and patients have been reported, which triggered increased rates of patient dissatisfaction. [34][35][36][37][38] This study, however, found that "the patience of doctors" and "patients' privacy protection" and "service attitude" showed a relatively high level of satisfaction and a relatively high degree of influence. The findings indicated that outpatient satisfaction with doctors' patience, service attitude and patient privacy protection had gradually improved.…”

Section: Discussionmentioning

confidence: 99%

<p>Outpatients’ Satisfaction in the Context of 10 Years of Health-Care Reform: A Cross-Sectional Study of Tertiary Hospitals in Shiyan, China</p>

Chen¹,

Jia²,

Ke³

et al. 2020

PPA

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These authors contributed equally to this workPurpose: This study aimed to evaluate outpatient satisfaction in tertiary hospitals in Shiyan, China, to predict which items had highest priorities for outpatient satisfaction, and to identify population groups on which the medical institutions should focus. Patients and Methods: A cross-sectional survey was conducted at three tertiary hospitals in Shiyan city of China, from March to June 2018. An 18-item outpatient satisfaction questionnaire was applied. We conducted matrix analysis to describe the distribution of satisfaction score and the degree of influence of the items. Outpatient satisfaction was classified into the lowest and highest groups according to the 80/20 rule. Logistic regression model was used to identify demographic factors which might influence outpatient satisfaction. Results: A total of 2109 valid questionnaires were completed. The "waiting time", "diagnosis and treatment time" and "medical charges" items showed relatively higher degrees of influence but earned lower levels of satisfaction. Outpatients with a college level or above educational background (AOR=1.36, 95% CI=1.03-1.79) and with a family per-capita monthly income (FPMI)>7000 CNY (AOR=3.30, 95% CI=1.60-6.81) were more prevalent in the lowest satisfaction group. Outpatients with college level or above education background (COR=0.77, 95% CI=0.60-0.99), FPMI of 3001-5000 CNY (AOR=0.76, 95% CI=0.60-0.96), non-local residents (AOR=1.48, 95% CI=1.07-2.04), and urban workers with medical insurance (AOR=1.74, 95% CI=1.27-2.39) were more prevalent in the highest satisfaction group. Conclusion: The survey indicated that "long time to wait for treatment", "short treatment time", and "medical charges too expensive" were the top three aspects that need to be improved with priority by medical institutions. Education level, income level, residence and type of health insurance were the sociodemographic characteristics that significantly affect the outpatient satisfaction in tertiary hospitals. These factors need to be paid more attention by healthcare professionals to improve the patients' satisfaction.

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“…Dental patient satisfaction is one of the important items for evaluating clinical services,14 so understanding and measuring its priority to the treatment appears to be essential for dentists to improve clinical outcomes. Usually, satisfactory patients have better compliance, the same as the rate of follow-up.…”

Section: Discussionmentioning

confidence: 99%

<p>Satisfaction analysis of patients with single implant treatments based on a questionnaire survey</p>

Dong¹,

Zhou²,

Liu³

et al. 2019

PPA

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Background: The factors influencing satisfaction of the patients with implant treatments are still unclear. This study aims to evaluate the patients’ satisfaction and to identify influencing factors, which will improve the medical quality of oral implantology. Materials and methods: Patients who lost single teeth and received implant treatments were enrolled in Nanjing Stomatological Hospital between February 2016 and March 2018. A questionnaire survey was performed to assess patient satisfaction and data were collected at four time points. Information included gender, age, educational level, application of bone augmentation, type of prosthetic restoration, period of teeth loss, dentist qualification, and tooth position. Meanwhile, the satisfaction of the patients was evaluated by visual analog scale. Results: A total of 373 patients completed the questionnaires. The mean of overall satisfaction score was 69.05±7.10. Lower overall satisfaction score was found in patients who received bone augmentation ( P <0.001) and those with a longer period of teeth loss ( P <0.05). In the bone augmentation group, the elements of pain and complication were significantly associated with a decrease in the median satisfaction score ( P <0.001), and a similar result was obtained form the duration of operative time and healing response ( P <0.001). On the other hand, the satisfaction scores for elements including the duration of operative time and healing response ( P <0.05), aesthetics and psychology ( P <0.05), and chewing function ( P <0.05) decreased with an extended period of teeth loss. Meanwhile, over half of respondents were more concerned about the survival time (40.70%) and success rate (20.49%) of implants. Conclusion: Bone augmentation and the period of teeth loss are negative factors affecting patient satisfaction, and the success rate and survival time of implants are considerable aspects for patients. It is essential to raise general awareness of oral hygiene and optimize the dental implant therapeutic process.

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A third-party investigation of inpatient satisfaction with a tertiary hospital in People’s Republic of China

Cited by 12 publications

References 43 publications

The situation and influencing factors of outpatient satisfaction in large hospitals: Evidence from Henan province, China

The situation and influencing factors of outpatient satisfaction in large hospitals: Evidence from Henan province, China

<p>Outpatients’ Satisfaction in the Context of 10 Years of Health-Care Reform: A Cross-Sectional Study of Tertiary Hospitals in Shiyan, China</p>

<p>Satisfaction analysis of patients with single implant treatments based on a questionnaire survey</p>

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