Factors Associated with Outpatient Satisfaction in Provincial Tertiary Hospitals in Nanchang, China: A Structural Equation Modeling Approach

Zhou, Xiaojun; He, Qiuwen; Li, Qi; Kuang, Jie; Han, Yijing; Chen, Jia-Yan

doi:10.3390/ijerph19148226

Cited by 6 publications

(3 citation statements)

References 31 publications

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“…This study reveals that the hospital has exceeded both national and northeast regional averages in scores for overall assessment and recommendation level (16). The significant factor contributing to this A wealth of research consistently supports the idea that thorough and effective communication by healthcare providers plays a pivotal role in significantly enhancing patient satisfaction levels (6,30,32,36).…”

Section: Satisfaction Level and Influencing Factorsmentioning

confidence: 66%

“…The significant factor contributing to this achievement is the outstanding performance of the hospital in the realm of doctor communication, particularly in the facet of clarity of doctor’s explanations, where it achieved the highest score ( Figure 2 ). A wealth of research consistently supports the idea that thorough and effective communication by healthcare providers plays a pivotal role in significantly enhancing patient satisfaction levels ( 6 , 30 , 32 , 36 ).…”

Section: Discussionmentioning

confidence: 95%

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An evaluation of outpatient satisfaction based on the national standard questionnaire: a satisfaction survey conducted in a tertiary hospital in Shenyang, China

Xintong,

Tao,

Shuying

et al. 2024

Front. Public Health

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BackgroundPatient satisfaction survey serves as a pivotal tool in evaluating the quality of healthcare services. China’s nationwide standard patient satisfaction measurement tool was introduced in 2019. This study aimed to assess the model fit of the national standard outpatient satisfaction questionnaire in a tertiary hospital and evaluate the outpatient satisfaction levels using this tool.MethodA cross-sectional survey using the national outpatient satisfaction questionnaire was conducted via message links to all hospital outpatients who registered between April and July 2022. The data collected underwent descriptive analysis, comparative analysis, and confirmatory factor analysis (CFA).ResultsA total of 6,012 valid responses were received and analyzed during this period, with 52.9% of the participants being women. The confirmatory factor analysis (CFA) model showed a good fit and identified doctor communication as having a positive effect and environmental factors as having a negative effect on outpatients’ satisfaction, with standardized regression weights of 0.46 and 0.42, respectively. Despite the remarkably high satisfaction levels, patients’ recommendation for using the services of this hospital surpassed the overall evaluation and total satisfaction scores.ConclusionA disparity was identified between the expectations and real experiences of outpatients, leading to some extent of dissatisfaction. To enhance satisfaction levels, the hospital should improve the communication skills of all clinical staff, simplify the environment layout for first-time visitors, and manage patient overloads.

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Section: Satisfaction Level and Influencing Factorsmentioning

confidence: 66%

Section: Discussionmentioning

confidence: 95%

An evaluation of outpatient satisfaction based on the national standard questionnaire: a satisfaction survey conducted in a tertiary hospital in Shenyang, China

Xintong,

Tao,

Shuying

et al. 2024

Front. Public Health

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show abstract

“…[ 1 , 2 ] The construction and management of the hospital ward system could directly affect patients medical experience and the quality of medical services. [ 3 ] As for the evaluation of the maturity of the hospital ward system, it refers to the assessment of the system maturity based on relevant factor systems. [ 4 ] At the same time, the evaluation of the maturity of the hospital ward system is a crucial task that can help hospital administrators deeply understand the current development status of the ward system and provide scientific references and guidance for further optimization.…”

Section: Introductionmentioning

confidence: 99%

Maturity degree assessment of hospital ward system using integrated fuzzy AHP-TOPSIS model

Li,

Tong,

Wang

et al. 2023

Medicine

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Background: The hospital ward system is the core service unit of a hospital and an important aspect of hospital management. The maturity of the hospital ward system represents the level of development and improvement in ward management and services. In order to improve the quality of hospital services, it is significant to assess the maturity of the ward system. Although various assessment methods have been proposed in existing studies, there are some issues such as a single-dimensional factor system, subjectivity in qualitative factor values, and insufficient objectivity in the evaluation methods. Methods: Therefore, based on the data collection of the factors used in the existing literature, this study made correlation analysis, determined the similarity of factors, and established a maturity assessment factor system satisfying distinctiveness and comprehensiveness. Furthermore, an evaluation method for the weights of each factor was proposed based on the fuzzy analytic hierarchy process, while taking account of the ambiguity of expert information. In addition, through the technique for order of preference by similarity to ideal solution method, an objective evaluation method for the maturity of the hospital ward system was established. Finally, a case study involving 6 hospitals in a specific location was conducted. Results: There are a total of 16 factors used to assess the maturity of the hospital ward system, among which the most important is Doctor service. The maturity degree of the 6 researched hospitals are 0.4517, 0.0035, 0.4254, 0.8681, 0.6636, 0.1586, and the maturity degree of the 6 researched hospitals are II, I, II, IV, III, I. Conclusion: The factor system constructed in this study effectively reflected the importance of human-related factors in the development process of ward system. The evaluation results were consistent with the actual situation, demonstrating the effectiveness of the proposed method.

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How to adjust the expected waiting time to improve patient’s satisfaction?

Zhang

Zhu

et al. 2023

BMC Health Serv Res

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Background Long waiting time in hospital leads to patient’s low satisfaction. In addition to reducing the actual waiting time (AWT), we can also improve satisfaction by adjusting the expected waiting time (EWT). Then how much can the EWT be adjusted to attribute a higher satisfaction? Methods This study was conducted though experimental with hypothetical scenarios. A total of 303 patients who were treated by the same doctor from August 2021 to April 2022 voluntarily participated in this study. The patients were randomly divided into six groups: a control group (n = 52) and five experimental groups (n = 245). In the control group, the patients were asked their satisfaction degree regarding a communicated EWT (T0) and AWT (Ta) under a hypothetical situation. In the experimental groups, in addition to the same T0 and Ta as the control group, the patients were also asked about their satisfaction degree with the extended communicated EWT (T1). Patients in five experimental groups were given T1 values with 70, 80, 90, 100, and 110 min respectively. Patients in both control and experiment groups were asked to indicate their initial EWT, after given unfavorable information (UI) in a hypothetical situation, the experiment groups were asked to indicate their extended EWT. Each participant only participated in filling out one hypothetical scenario. 297 valid hypothetical scenarios were obtained from the 303 hypothetical scenarios given. Results The experimental groups had significant differences between the initial indicated EWT and extended indicated EWT under the effect of UI (20 [10, 30] vs. 30 [10, 50], Z = -4.086, P < 0.001). There was no significant difference in gender, age, education level and hospital visit history (χ2 = 3.198, P = 0.270; χ2 = 2.177, P = 0.903; χ2 = 3.988, P = 0.678; χ2 = 3.979, P = 0.264) in extended indicated EWT. As for patient’s satisfaction, compared with the control group, significant differences were found when T1 = 80 min (χ2 = 13.511, P = 0.004), T1 = 90 min (χ2 = 12.207, P = 0.007) and T1 = 100 min (χ2 = 12.941, P = 0.005). When T1 = 90 min, which is equal to the Ta, 69.4% (34/49) of the patients felt “very satisfied”, this proportion is not only significantly higher than that of the control group (34/ 49 vs. 19/52, χ2 = 10.916, P = 0.001), but also the highest among all groups. When T1 = 100 min (10 min longer than Ta), 62.5% (30/48) of the patients felt “very satisfied”, it is significantly higher than that of the control group (30/ 48 vs. 19/52, χ2 = 6.732, P = 0.009). When T1 = 80 min (10 min shorter than Ta), 64.8% (35/54) of the patients felt “satisfied”, it is significantly higher than that of the control group (35/ 54 vs. 17/52, χ2 = 10.938, P = 0.001). However, no significant difference was found when T1 = 70 min (χ2 = 7.747, P = 0.052) and T1 = 110 min (χ2 = 4.382, P = 0.223). Conclusions Providing UI prompts can extend the EWT. When the extended EWT is closer to the AWT, the patient’s satisfaction level can be improved higher. Therefore, medical institutions can adjust the EWT of patient’s through UI release according to the AWT of hospitals to improve patient’s satisfaction.

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Factors Associated with Outpatient Satisfaction in Provincial Tertiary Hospitals in Nanchang, China: A Structural Equation Modeling Approach

Cited by 6 publications

References 31 publications

An evaluation of outpatient satisfaction based on the national standard questionnaire: a satisfaction survey conducted in a tertiary hospital in Shenyang, China

An evaluation of outpatient satisfaction based on the national standard questionnaire: a satisfaction survey conducted in a tertiary hospital in Shenyang, China

Maturity degree assessment of hospital ward system using integrated fuzzy AHP-TOPSIS model

How to adjust the expected waiting time to improve patient’s satisfaction?

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