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- Title
Consumer satisfaction with tertiary healthcare in China: findings from the 2015 China National Patient Survey.
- Authors
JING SUN; GUANGYU HU; JING MA; YIN CHEN; LAIYANG WU; QIANNAN LIU; JIA HU; CHRISTINE LIVOTI; YU JIANG; YUANLI LIU; Sun, Jing; Hu, Guangyu; Ma, Jing; Chen, Yin; Wu, Laiyang; Liu, Qiannan; Hu, Jia; Livoti, Christine; Jiang, Yu; Liu, Yuanli
- Abstract
<bold>Objective: </bold>This study aims to develop understanding of Chinese patient satisfaction with tertiary hospitals.<bold>Design: </bold>The study draws on data collected from the 2015 China National Patient Survey. A Likert five-point scale was used to formulate the questionnaires. Descriptive analysis and logistic regression analysis were conducted.<bold>Setting: </bold>A structured questionnaire was used by 1432 interviewers to interview 27 475 outpatients and 19 938 inpatients in 136 tertiary hospitals from 31 provinces.<bold>Participants: </bold>Outpatients in the dispensing area and inpatients in the discharging area were randomly interviewed.<bold>Main Outcome Measure(s): </bold>Key domains of the questionnaire include the layout of service functions, environment maintenance, process management, quality of care, humane care and the patient-doctor relationship. Within each domain, several indicators were set, and each indicator was given a statement.<bold>Results: </bold>The overall satisfaction scores are 4.42 ± 0.68 and 4.67 ± 0.62 for outpatient and inpatient, respectively. The domains with highest satisfaction are 'diagnosis and treatment' for outpatient and 'nursing care' for inpatient. Outpatients were least satisfied with long waiting time, while inpatients were least satisfied with the food. The strongest predictor of overall satisfaction appears to be 'patient-doctor relationship' for both outpatients (OR = 3.53, 95% CI: 3.17-3.92) and inpatients (OR = 7.34, 95% CI: 5.55-9.70).<bold>Conclusions: </bold>Chinese hospitals need to pay more attention to offering more humane care to patients, hospital environment and process management improvement, reducing waiting times for seeing doctors and outpatient testing, and improving amenity services such as better food in the wards.
- Subjects
CHINA; MEDICAL care; LOGISTIC regression analysis; TERTIARY care; CUSTOMER satisfaction; DIAGNOSIS; TREATMENT duration; PATIENT satisfaction; PHYSICIAN-patient relations; PRIMARY health care; TIME; SPECIALTY hospitals; CROSS-sectional method; ECONOMICS
- Publication
International Journal for Quality in Health Care, 2017, Vol 29, Issue 2, p213
- ISSN
1353-4505
- Publication type
journal article
- DOI
10.1093/intqhc/mzw160