Residents’ satisfaction with primary medical and health services in Western China

Abstract

Background: Currently, China is in the process of medical and health care reform, and the establishment of primary medical and health services covering urban and rural residents is an important aspect of this process. Studying the satisfaction of residents of underdeveloped areas with their primary medical and health services and identifying the factors that can increase the satisfaction of different groups may improve patient compliance and ultimately improve health. Moreover, such research may provide a reference for the development of medical and health undertakings in similarly underdeveloped areas. Methods: A face-to-face survey was conducted on a stratified random sample of 2200 residents in Gansu by using structured questionnaires. Demographic characteristics were collated, and questionnaires were factor-analysed and weighted using SPSS software to obtain scores for each factor, as well as total satisfaction scores. The characteristics of poorly satisfied populations were determined by a multiple linear regression analysis using SAS software. A cluster analysis was performed using SAS software for classification and a separate discussion of populations. Results: The hypertension self-awareness rate (11.29%) of the sampled population was lower than the average hypertension prevalence (23.85%), as recorded in the 2014 Health Statistical Yearbook of the region. The disease knowledge awareness factor was the lowest factor (2.857), whereas the policy awareness factor was the highest factor (4.772). The overall satisfaction was moderate (3.898). The multivariate linear regression model was significant (p <0.05). The regression coefficients were -0.041 for minors; 0.065 for unemployed people; and 0.094 for people with an elementary school educational level, a value lower than that of other population groups. A cluster analysis was used to divide the respondents into five groups. The overall satisfaction was lowest in the second population group (rural, middle-aged)(Fz = 3.64) and was highest in the fourth population group(minors) (Fz = 4.13). Different population groups showed different satisfaction rates in F1 to F6. Conclusion: Hypertensive patients had low self-awareness, and residents had a poor grasp of disease and limited health knowledge. Their overall satisfaction was moderate. Residents expressed comparatively high satisfaction with the current policy. Minors, adults with low level of education, unemployed people and other vulnerable groups expressed low overall satisfaction. The degree of satisfaction varied greatly among the different groups. Targeted medical and health practices should be implemented for different groups; additionally, the public health practice should be strengthened.

Factors associated with the choice of primary care facilities for initial treatment among rural and urban residents in Southwestern China

“…This might be explained by the shortage of medical practitioners[31] and the insufficiency of PCFs’ overall services capability[32] in rural Southwestern China. Previous research has found that patients are generally not satisfied with the primary care services in Western China, particularly in the rural areas[20]. Thus, efforts should be strengthened to improve the utilization rate of PCFs for the initial treatment both in rural and urban areas, particularly in Southwestern China.…”

“…Previous researches have showed that a considerable number of residents still choose higher-tier hospitals for the initial treatment[9, 15], even for common conditions such as chronic conditions[16, 17]. Existing reasons for residents bypassing local PCFs[18] are related to residents' distrust[19], dissatisfaction[20], concerns about the lack of medical equipment[21] and so on.…”

Patient Satisfaction with Health Care Services; An Application of Physician’s Behavior as a Moderator

“…At present, for the patient’s demands, exact and complete details are required before using any kind of services by a particular health care organization. The patients have become more inquisitive and expect supplementary services to gain the quality of services beyond their expectations, because they are paying more money for treatments, and simply any occurrence of dissatisfaction tends to force them to move towards other competitors [14]. However, the quality of service delivery is considered as an essential factor in promising general patient satisfaction towards hospitals.…”

Patient Satisfaction with Rural Medical Services: A Cross-Sectional Survey in 11 Western Provinces in China

“…A systematic review has summarized the domains used for patient satisfaction measurement in Saudi Arabia, which includes communication attributes, relational conduct, technical skill, personal qualities, availability, and accessibility [12]. Meanwhile, many empirical studies have been conducted to measure patient satisfaction in different countries, such as England [13], Pakistan [14,15], China [16,17,18,19,20], Germany [21], Saudi Arabia [22], the U.S. [23], Canada [24], Italy [25], and South Africa [26]. Among these studies, multifarious measures were employed and numerous determinants of patient satisfaction were identified.…”