Multivariate analysis of influencing factors of outpatients′satisfaction in hospitals of different types
10.3760/cma.j.issn.1000-6672.2018.02.002
- VernacularTitle:不同类型医院门诊患者满意度影响因素分析
- Author:
Zhiran HUANG
1
;
Pengyu ZHAO
;
Zijuan WANG
;
Jing SUN
;
Yuanli LIU
Author Information
1. 中国医学科学院 北京协和医学院公共卫生学院
- Keywords:
Outpatients;
Patient satisfaction;
Questionnaires;
Regression analysis;
Influencing factors
- From:
Chinese Journal of Hospital Administration
2018;34(2):93-98
- CountryChina
- Language:Chinese
-
Abstract:
Objective To explore the influencing factors of outpatients′satisfaction in different types of hospitals,and to generate evidence for further healthcare improvement in different types of hospitals. Methods Based on the inpatient satisfaction survey results of the third party evaluation of the National Healthcare Improvement Initiative in 136 public tertiary hospitals,we divided the outpatients in four groups according to the hospital types as general, traditional Chinese medicine, maternal and child and specialty hospitals.SPSS 22.0 and SAS 9.4 were used to conduct the Pearson Chi-square test, variance analysis, Bonferroni test for univariate analysis, and multiple stepwise logistic regression analysis of the influencing factors of outpatients′satisfaction in different types of hospitals.Results A total of 29 105 complete questionnaires were collected from the outpatients.There were statistically significant differences between the overall outpatient satisfactions of different types of hospitals(P <0.01).Hospital experience was the common most significant positive factors affecting the overall satisfaction of outpatients in all types of hospitals(P<0.01,OR=4.10,4.39,3.83,4.36).Waiting time for consultation was the common most significant negative influencing factor of the overall outpatient satisfaction of all types of hospitals(P<0.01, OR=0.99).Conclusions In the next round of healthcare improvements, all types of hospitals should focus on shortening outpatient waiting time.In a short run, hospitals can address this issue through more appropriate allocation of resources within hospitals.In a longer run, there is a need to rationalize the allocation of multiple resources within the overall health service delivery system.It is necessary to strengthen patient centered humane care,and to meet diverse healthcare needs.Western areas are called for enhanced investment and strengthened healthcare improvements.
