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

Abstract

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.

Influencing Factors of Outpatients’ Satisfaction in China a Cross-Sectional Study of 16 Public Tertiary Hospitals

“…Previous studies had shown that patients were more dissatisfied with medical expenses in this dimension. [2][3][4]17 This lower satisfaction could be explained by the patients' high expectations for the medical services of tertiary hospitals and the gap between ideal and reality. Thomas's research indicated that patient experience may not directly relate to the quality of medicinal care, but patient satisfaction is closely related to high-quality treatment procedures.…”

<p>Correlation Between Patients’ Medication Adherence and Their Psychological Contract with Hospital Pharmacists</p>

“…Particularly, the hospital pharmacists play an increasingly important role in improving medication adherence, the role of which includes assessing medication adherence, identifying predisposing factors, providing consultations, and recommending targeted medication adherence strategies. The patients' medication adherence is inevitably correlated with the performance of pharmacists, 5,6 while it may also be dominated by their own social and psychological factors. Some pharmacists fail to fulfill the responsibilities expected by patients, resulting in patients' dissatisfaction with the attitude and behavior of pharmacists in pharmaceutical service, which may exert an adverse effect on the medication adherence of patients.…”

CFA dan Gap Analisis: Analisis Indeks Kepuasan Masyarakat terhadap Kualitas Pelayanan Publik

“…Kualitas pelayanan kesehatan sebagai investasi dalam peningkatan angka kunjungan yang berhubungan positif dengan Indeks Kepuasan Masyarakat di fasilitas pelayanan kesehatan seperti Rumah Sakit (Liu et al, 2021;Ai et al, 2022). Tingkat kepuasan baik pada instalasi rawat jalan, rawat inap dan Unit Gawat Darurat (IGD) berperan penting dalam evaluasi kebijakan untuk meningkatkan kualitas dan pemanfaatan layanan kesehatan (Asamrew et al, 2020;Ke et al, 2020).…”