The Influence of Patient and Hospital Characteristics on Inpatient Satisfaction at Beijing District-Level Hospitals

Abstract

Purpose Patient satisfaction is a key indicator of healthcare quality and hospital performance. This study aims to assess inpatient satisfaction at district-level hospitals and explore the determinants of inpatient satisfaction. Patients and Methods A total of 1458 adults from inpatient departments of 47 district-level hospitals in 16 districts across Beijing were recruited with a multi-stage stratified sample at Beijing in 2019. Univariate analysis and multivariate logistic regression were used to identify the influence of patient and institutional characteristics on inpatient satisfaction in four domains – administrative process, hospital environment, medical care, hospitalization expenses, and overall satisfaction. Results Of the 1458 participants, 577 (39.6%) were men, 581 (39.8%) were over 60 years of age. The average value of satisfaction score measured by a 5-point Likert scale were 4.37, 4.00, 4.44, 3.89, and 4.33 for the four domains and overall satisfaction. Patient and institutional characteristics were strongly associated with inpatient satisfaction. Patients with higher educational level were more satisfied with administrative process ( P <0.05). Elder patients and patients with worse self-reported health status were less satisfied with hospital environment ( P <0.05). Female, higher monthly family income and Urban Employees Basic Medical Insurance were positively associated with patient satisfaction in hospitalization expenses ( P <0.05). And patients receiving care in suburban hospitals were less satisfied with administrative process, hospital environment and overall satisfaction ( P <0.05). Patients receiving care in Traditional Chinese Medicine hospitals were more satisfied with medical care and expenses but less satisfied with environment ( P <0.05). Chronic disease and hospital grade were not significantly associated with satisfaction in all domains. Conclusion Patient satisfaction was influenced by demographic characteristics and hospital features. These determinants should be considered in hospital evaluation.

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“…Furthermore, compared to participants with poor health status, we found that participants with general health status were more likely to have higher service quality, consistent with previous studies [43,44]. One possible explanation for the difference might be that participants with poor health status usually suffer from acute or chronic conditions.…”

Patient Satisfaction Determinants of Inpatient Healthcare

“…The results of our research provide a valuable platform for policymaking, as well as for national and regional strategic health plan developers who need information on the quality of health care provided, the reasons for patient dissatisfaction and how to eliminate them. Knowledge of this information is also necessary for solving the issues related to the uneven demand for health care in the individual regions that may also result in a deterioration of health in the individual localities and so forth [ 36 ]. Many studies also point to caution in an interpretation of the findings from the comparisons of the different types of hospitals as an inconsistent comparative basis for patient satisfaction assessment may lead to the misleading illustrations of the differences in patient satisfaction [ 43 ].…”

“…Geographical aspects act as a common differentiating factor in an examination of the determinants of hospitalised patient satisfaction. Liu et al [ 36 ] examined the satisfaction of hospitalised patients at the district level, whilst their research sample consisted of 1458 adult hospitalised patients. The analysis outcome showed that the patient and institutional characteristics were strongly associated with inpatient satisfaction.…”

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“…Specifically, these services, including basic medical care and elderly care services, are more likely to be requested by those with higher educational levels. There is a possibility that residents with a higher educational level are more concerned about their health status and eager for a comfortable elderly life [ 92 ].…”