Consumer satisfaction with tertiary healthcare in China: findings from the 2015 China National Patient Survey

Abstract

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.

Clients’ Experience and Satisfaction of Utilizing Healthcare Services in a Community Based Health Insurance Program in Bangladesh

“…Our study showed that most of the clients were satisfied with the facility environment (e.g., facility environment, cleanliness) provided by the health scheme which is in a similar line of the findings of other studies where the hospital environment, cleanliness and process management have been recognized as crucial patient satisfaction factors and a better physical environment of a health facility yielded greater patient satisfaction and even led to a positive perception towards the healthcare providers [17,44,45]. However, the literature suggests that the physical environment is able to produce reactions of dissatisfaction level rather than increasing satisfaction level as the environmental contamination is directly linked with the healthcare-associated infection [44,46,47].…”

“…Interestingly, the Cronbach’s satisfaction score was 0.92 for all of the satisfaction domains, which was significantly higher than the standard scale value (>0.72), i.e., clients were more satisfied with each of the services [17,23]. Furthermore, it signified that this was a positive indicator of internal consistency within each domain and the acceptable reliability of the satisfaction domains on the services provided by the health scheme.…”

“…This is also vital for the caregivers as caregivers also like to see the emotional support offered by the healthcare providers during the time of their distress [42]. The earlier study observed that client’s satisfaction level is positively linked with the enrolment of health insurance scheme which could be enhanced by maintaining a better patient-doctor relationship [17]. It has been noted that the satisfied patients often utilize more the healthcare services and followed the treatment regime properly [21,43], however poor quality of healthcare is often considered as a major source of dissatisfaction, particularly in CBHI programs [31].…”

“…Based on the assumption of order or ranked data, Spearman correlation co-efficient showed more precise and reliable results compared with alternative methods (e.g., Pearson’s correlation). Multivariate linear regression analysis was used to identify factors associated with overall satisfaction towards the health scheme [17,23]. We estimated overall satisfaction score using Likert 5 scale [18] of beneficiary satisfaction of health scheme, for example, strongly disagree (1), disagree (2), neither agree nor disagree (3), agree (4) or strongly agree (5).…”

“…However, none of the studies focused on benefit packages as well as client experiences and satisfactions toward health care services organized by this scheme although clients’ satisfactions are as important measures of health system performance [17,18]. Patient satisfaction is an important indicator of health care quality and often associated with greater adherence to medical technology, health service utilization, and health outcomes [19,20,21].…”