Patient satisfaction and its health provider-related determinants in primary health facilities in rural China

Abstract

Background Patient satisfaction is an important outcome measure of health service and is one of the main reasons for the gradual deterioration of doctor–patient relationships in China. This study used the standardized patient (SP) method to explore patient satisfaction and its health provider-related determinants among primary health facilities in rural China. Methods The dataset comprised 1138 clinic cases in 728 rural primary health facilities in 31 counties, spread across four provinces. Information regarding the consultation interaction between the unannounced SPs and primary physicians was recorded. Patient satisfaction was gathered from the feedback of SPs after the visit. Results The overall average score of SP satisfaction with rural primary health facilities was only 13.65 (SD = 3.22) out of 20. The SP scores were found to be consistent with those of real patients. After controlling variances in patient population via the SP method, the regression analysis demonstrated that health provider-related factors, such as physician-level characteristics, consultation process, affordability, and convenience, have a significant correlation with patient satisfaction among primary physicians. Among factors relating to physician-level characteristics, affordability, convenience and the consultation process of the visit, the quality of the consultation process (e.g., consultation time, proactively providing necessary instructions and other crucial information) were found to be the prominent determinants. Conclusions This study revealed the need to improve patient satisfaction in primary health facilities in rural China. To solve this issue, we recommend that policies to increase medical service quality be implemented in rural primary healthcare systems.

Patients’ Satisfaction With the Quality of Services at Primary Healthcare Centers in Saudi Arabia

“…In addition to the above, a study conducted by Gao et al [ 13 ] in China, with the participation of 1,138 patients ‎attending 728 PHC centers distributed over 31 counties, reported a satisfaction level of around 68%, ‎which was highly exceeded by our study results. However, with a finding similar to ours, Gao et ‎al.…”

“…In addition to the above, a study conducted by Gao et al [13] in China, with the participation of 1,138 patients attending 728 PHC centers distributed over 31 counties, reported a satisfaction level of around 68%, which was highly exceeded by our study results. However, with a finding similar to ours, Gao et al [13] indicated that patients' satisfaction is significantly correlated with criteria related to healthcare providers, such as professional level, the consultation process, accessibility, and convenience.…”

Regional differences in primary healthcare utilization in Java Region—Indonesia

“…Several factors are related to the utilization of primary healthcare, such as the variety of services, the consultation process, affordability, and convenience. The situation correlates with patient comfort and satisfaction [ 5 ]. Patient satisfaction is the most crucial and is one of the main reasons patients visit primary healthcare [ 6 ].…”

“…All stakeholders, from the government and doctors to community members, need to be aware of primary healthcare’s role and benefits [ 1 ]. Policy policymakers should pursue patient satisfaction in direct healthcare services by improving the quality of medical services, especially in rural areas [ 5 ]. According to the research background, the study analyzes regional differences in primary healthcare utilization in Java Region in Indonesia.…”

Investigating the relationship between consultation length and quality of tele-dermatology E-consults in China: a cross-sectional standardized patient study

“…Existing studies have used the SPs method to explore the relationship between consultation length and health care quality. For example, Gao et al (2022) [30] and Goedhuys et al (2001) [31] found that longer consultation time resulted in higher patient satisfaction; Goedhuys et al (2001) [31] indicated longer consultations were also rated higher for the quality of the communication; Epstein et al (2005) [32] also noted patient-centered communication is associated with increased visit length; Banerjee et al (2020) [33] and Wang et al (2022) [4] found that providers who spent more time with patients were significantly more likely to adherence more checklist items of recommended questions and examinations; besides, Wang et al (2022) [4] found providers who consulted longer time with patients were more likely to give a correct diagnosis. In conclusion, the relationship between consultation length and health care quality has been reasonably well established in face-to-face interactions.…”