Evaluation of Patient and Medical Staff Satisfaction regarding Healthcare Services in Wuhan Public Hospitals

Abstract

Satisfaction evaluation is widely used in healthcare systems to improve healthcare service quality to obtain better health outcomes. The aim of this study was to measure employee work satisfaction and patient satisfaction status in Wuhan, China. A cross-sectional study was conducted in 14 medical institutions. The final valid sample comprised a total of 696 medical staff and 668 patients. The overall satisfaction levels of medical staff and patients were 58.28 ± 14.60 (10.47–100.00) and 65.82 ± 14.66 (8.62–100.00), respectively. The factors affecting medical staff satisfaction, ranking in sequence from most to least satisfied, were: the work itself, working environment and atmosphere, hospital management, practicing environment, and job rewards. Patient satisfaction factors, from most to least affecting, were ranked as follows: physician-patient relationship and communication, service organization and facilities, continuity and collaboration of medical care, access to relevant information and support, and healthcare and related services, respectively. The overall satisfaction evaluation of medical staff was average. Healthcare policy makers and medical institution management staff should focus on job rewards and working environment. This would allow them to increase their work happiness and sense of belonging, which in turn would allow them to provide better medical services to patients. The overall patient evaluation was satisfactory, with patients satisfied at all levels of the satisfaction evaluation.

Job Satisfaction and Associated Factors among Medical Staff in Tertiary Public Hospitals: Results from a National Cross-Sectional Survey in China

“…The satisfaction rate seems to be somewhat low; only 48.22% respondents were satisfied with their job. Compensation was their least satisfactory item, which mirrored the results in similar studies in several provinces in China as well as other countries [ 12 , 16 , 35 , 36 , 37 ], and indicated that compensation was one of the important factors that contributed to job satisfaction of medical staff.…”

Measuring Patients’ Perception and Satisfaction with the Romanian Healthcare System

“…Only medical equipment was positively appreciated by the majority. Opposite to our study, Meng, Li, Zhang, et al showed that the service organization and facilities is placed on the second place out of five (the Cronbach's alpha of service organization and facilities was 0.878) [28]. Like our results, another study regarding Romanian patients' satisfaction showed that the quality of attention and care increase the satisfaction level even the healthcare resources are less [31,33,58].…”

“…Regarding the level of satisfaction, our study reveals that only a little over a third of our respondents are satisfied (20%) or very satisfied (19%) by the Romanian HS. In a study conducted in China, in 14 public hospitals, it is showed that patients' satisfaction level is high (Cronbach's alpha was 0.949) [28]. In another study developed in Bangladesh a high level of satisfaction with health services was found (score 4.17 from 5.0, Cronbach's alpha was 0.93) [57].…”

Moderating Role of Job Satisfaction on Turnover Intention and Burnout among Workers in Primary Care Institutions: A Cross-Sectional study

“…Job satisfaction was measured with 18 items selected from the Minnesota Satisfaction Questionnaire (MSQ) [31] and the Job Satisfaction Survey (JSS) [32]. The content of job satisfaction included satisfaction with environment, remunerations, management, the work itself [22,33]. Sample item includes "The comfort level of the working environment (office environment, greening, lighting) will satisfy you."…”