Outpatient loyalty and its influential factors with high-end medical services in a comprehensive grade-A tertiary hospital.
10.11817/j.issn.1672-7347.2019.180719
- Author:
Wei ZHANG
1
,
2
;
Ping NI
1
,
2
;
Jinhong WANG
1
,
2
;
Zheng DENG
3
;
Jie ZHANG
1
,
2
Author Information
1. Hospital Comprehensive Evaluation Center, Xiangya Hospital, Central South University, Changsha 410008
2. Hospital Administration Institute, Central South University, Changsha 410078, China.
3. Integrated Department, Hunan Chest Hospital, Changsha 410013, China.
- Publication Type:Journal Article
- MeSH:
Ambulatory Care;
Humans;
Outpatients;
Patient Satisfaction;
Surveys and Questionnaires;
Tertiary Care Centers
- From:
Journal of Central South University(Medical Sciences)
2019;44(12):1406-1412
- CountryChina
- Language:Chinese
-
Abstract:
To evaluate the loyalty and its influential factors for outpatients with high-end medical services in a comprehensive grade-A tertiary hospital.
Methods: A total of 3 196 outpatients from July 2017 to June 2018, who visited the International Medical Department of a comprehensive grade A tertiary hospital, were investigated by a self-designed loyalty questionnaire. The Cronbach's alpha coefficient was 0.893. A third-party organization conducted the survey and 1 883 valid questionnaires were collected. Chi-square test and logistic stepwise regression model was used to analyze the influential factors for patients' loyalty.
Results: The loyalty of outpatients with high-end medical services was 95.8%, and the satisfaction of all aspects of outpatient service was more than 94%. After adjusting for sex, age, the protective factors were diagnostic and therapeutic effect (OR=5.45, P<0.001), service level of nurses (OR=3.91, P=0.044), doctors' skills of communication and explanation (OR=2.95, P=0.046), degree of convenience (OR=3.04, P=0.038) and visits in recent three months (OR=2.11, P=0.008).
Conclusion: The loyalty of outpatients with high-end medical services in a comprehensive grade A tertiary hospital is relatively high. Significant diagnostic and therapeutic effect, good service of nurses, good skills of communication and explanation, convenience and multiple visits are related to high loyalty.
