Status quo and trend of patient satisfaction in tertiary maternity and child hospitals in China
10.3760/cma.j.cn111325-20210507-00391
- VernacularTitle:我国三级妇幼医院患者满意度现状及趋势分析
- Author:
Chenyang PEI
1
;
Hanxin GU
;
Huili JIANG
;
Meicen LIU
;
Dengmin HUANG
;
Linlin HU
;
Yuanli LIU
;
Jing MA
Author Information
1. 北京协和医学院卫生健康管理政策学院 100730
- Keywords:
Maternity and child hospitals;
Patient satisfaction;
China Healthcare Improvement Initiative;
Third-party evaluation;
Questionnaires
- From:
Chinese Journal of Hospital Administration
2021;37(6):470-476
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To analyze the status quo, trend and influencing factors of patient satisfaction in tertiary maternity and child hospitals in China.Methods:Based on the survey results of five round third-party evaluations of the China Healthcare Improvement Initiative from 2016 to 2021, descriptive trend analysis was conducted on the satisfaction index in tertiary maternity and child hospitals, and the influencing factors of satisfaction were analyzed based on the results of the fifth evaluation.Results:Compared with the first round, the overall patient satisfaction in tertiary maternity and child hospitals in the fifth round was improved(inpatient: from 95.7% to 98.0%; outpatient: from 87.8% to 94.9%). Outpatient satisfaction varied significantly among gender, hospitals of different types, education level, types of treatment, medical insurance and doctors′ titles( P<0.05). Outpatient satisfaction in local hospitals was 1.502 times higher than that in hospitals under the National Health Commission. The satisfaction of referrals was 0.259 times lower than that of patients who were admitted directly. Inpatient satisfaction varied significantly among department, hospitals of different regions, household registration type and whether the admission was delayed due to the COVID-19 epidemic( P<0.05). The satisfaction of inpatients in medical ward and surgical ward was respectively 0.202 and 0.298 times lower than that of inpatients in pediatric ward. Inpatient satisfaction at the central regions was 3.311 times higher than that at the eastern regions. Conclusions:The overall patient satisfaction in tertiary maternity and child hospitals in China is improving. In the future, we should pay more attention to the hospital environment, humanistic care and other non-medical service dimensions with low satisfaction, so as to further improve the medical experience of patients in maternity and child hospitals.
