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
;
Ping NI
1
;
Jinhong WANG
1
;
Zheng DENG
2
;
Jie ZHANG
1
Author Information
1. Hospital Comprehensive Evaluation Center, Xiangya Hospital, Central South University, Changsha 410008; Hospital Administration Institute, Central South University, Changsha 410078, China.
2. 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.
