An Evaluation of Outpatient Satisfaction Based on the National Standard Questionnaire: a Satisfaction Survey Conducted in a Tertiary Hospital in Shenyang, China

Overview

Journal Front Public Health

Specialty Public Health

Date 2024 May 24

PMID 38784568

Authors

Zhou Xintong

Xin Tao

Wang Shuying

K A T M Ehsanul Huq

Gao Huiying

Moriyama Michiko

Affiliations

Soon will be listed here.

Abstract

Background: Patient satisfaction survey serves as a pivotal tool in evaluating the quality of healthcare services. China's nationwide standard patient satisfaction measurement tool was introduced in 2019. This study aimed to assess the model fit of the national standard outpatient satisfaction questionnaire in a tertiary hospital and evaluate the outpatient satisfaction levels using this tool.

Method: A cross-sectional survey using the national outpatient satisfaction questionnaire was conducted via message links to all hospital outpatients who registered between April and July 2022. The data collected underwent descriptive analysis, comparative analysis, and confirmatory factor analysis (CFA).

Results: A total of 6,012 valid responses were received and analyzed during this period, with 52.9% of the participants being women. The confirmatory factor analysis (CFA) model showed a good fit and identified doctor communication as having a positive effect and environmental factors as having a negative effect on outpatients' satisfaction, with standardized regression weights of 0.46 and 0.42, respectively. Despite the remarkably high satisfaction levels, patients' recommendation for using the services of this hospital surpassed the overall evaluation and total satisfaction scores.

Conclusion: A disparity was identified between the expectations and real experiences of outpatients, leading to some extent of dissatisfaction. To enhance satisfaction levels, the hospital should improve the communication skills of all clinical staff, simplify the environment layout for first-time visitors, and manage patient overloads.

References

Yan J, Yao J, Zhao D . Patient satisfaction with outpatient care in China: a comparison of public secondary and tertiary hospitals. Int J Qual Health Care. 2021; 33(1). DOI: 10.1093/intqhc/mzab003. View

Han T, Li S, Li X, Yu C, Li J, Jing T . Patient-centered care and patient satisfaction: Validating the patient-professional interaction questionnaire in China. Front Public Health. 2022; 10:990620. PMC: 9676965. DOI: 10.3389/fpubh.2022.990620. View

MacAllister L, Zimring C, Ryherd E . Exploring the Relationships Between Patient Room Layout and Patient Satisfaction. HERD. 2018; 12(1):91-107. DOI: 10.1177/1937586718782163. View

Hu L, Ding H, Hu G, Wang Z, Liu S, Liu Y . How Perceived Quality of Care Affects Outpatient Satisfaction in China: A Cross-Sectional Study of 136 Tertiary Hospitals. Inquiry. 2019; 56:46958019895397. PMC: 6937535. DOI: 10.1177/0046958019895397. View

Vahey D, Aiken L, Sloane D, Clarke S, Vargas D . Nurse burnout and patient satisfaction. Med Care. 2004; 42(2 Suppl):II57-66. PMC: 2904602. DOI: 10.1097/01.mlr.0000109126.50398.5a. View

Liang H, Xue Y, Zhang Z . Patient satisfaction in China: a national survey of inpatients and outpatients. BMJ Open. 2021; 11(9):e049570. PMC: 8424834. DOI: 10.1136/bmjopen-2021-049570. View

Li X, Lu J, Hu S, Cheng K, De Maeseneer J, Meng Q . The primary health-care system in China. Lancet. 2017; 390(10112):2584-2594. DOI: 10.1016/S0140-6736(17)33109-4. View

Du M, Tung T, Tao P, Chien C, Chuang Y . Application of Rough Set Theory to Improve Outpatient Medical Service Quality in Public Hospitals Based on the Patient Perspective. Front Public Health. 2021; 9:739119. PMC: 8654147. DOI: 10.3389/fpubh.2021.739119. View

Davidson K, Shaffer J, Ye S, Falzon L, Emeruwa I, Sundquist K . Interventions to improve hospital patient satisfaction with healthcare providers and systems: a systematic review. BMJ Qual Saf. 2016; 26(7):596-606. PMC: 5290224. DOI: 10.1136/bmjqs-2015-004758. View

10.

Zhang L, Wang A, Xie X, Zhou Y, Li J, Yang L . Workplace violence against nurses: A cross-sectional study. Int J Nurs Stud. 2017; 72:8-14. DOI: 10.1016/j.ijnurstu.2017.04.002. View

11.

Allenbaugh J, Corbelli J, Rack L, Rubio D, Spagnoletti C . A Brief Communication Curriculum Improves Resident and Nurse Communication Skills and Patient Satisfaction. J Gen Intern Med. 2019; 34(7):1167-1173. PMC: 6614524. DOI: 10.1007/s11606-019-04951-6. View

12.

Kerssens J, Bensing J, Andela M . Patient preference for genders of health professionals. Soc Sci Med. 1997; 44(10):1531-40. DOI: 10.1016/s0277-9536(96)00272-9. View

13.

Trant A, Szekely B, Mougalian S, DiGiovanna M, Sanft T, Hofstatter E . The impact of communication style on patient satisfaction. Breast Cancer Res Treat. 2019; 176(2):349-356. DOI: 10.1007/s10549-019-05232-w. View

14.

Hedges C, Hunt C, Ball P . Quiet Time Improves the Patient Experience. J Nurs Care Qual. 2018; 34(3):197-202. DOI: 10.1097/NCQ.0000000000000363. View

15.

Randall S, Crawford T, Currie J, River J, Betihavas V . Impact of community based nurse-led clinics on patient outcomes, patient satisfaction, patient access and cost effectiveness: A systematic review. Int J Nurs Stud. 2017; 73:24-33. DOI: 10.1016/j.ijnurstu.2017.05.008. View

16.

Myburgh N, Solanki G, Smith M, Lalloo R . Patient satisfaction with health care providers in South Africa: the influences of race and socioeconomic status. Int J Qual Health Care. 2005; 17(6):473-7. DOI: 10.1093/intqhc/mzi062. View

17.

Street Jr R, Gordon H, Haidet P . Physicians' communication and perceptions of patients: is it how they look, how they talk, or is it just the doctor?. Soc Sci Med. 2007; 65(3):586-98. PMC: 2811428. DOI: 10.1016/j.socscimed.2007.03.036. View

18.

Batbaatar E, Dorjdagva J, Luvsannyam A, Savino M, Amenta P . Determinants of patient satisfaction: a systematic review. Perspect Public Health. 2016; 137(2):89-101. DOI: 10.1177/1757913916634136. View

19.

Golda N, Beeson S, Kohli N, Merrill B . Recommendations for improving the patient experience in specialty encounters. J Am Acad Dermatol. 2018; 78(4):653-659. DOI: 10.1016/j.jaad.2017.05.040. View

20.

Aoki T, Yamamoto Y, Nakata T . Translation, adaptation and validation of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) for use in Japan: a multicentre cross-sectional study. BMJ Open. 2020; 10(11):e040240. PMC: 7678353. DOI: 10.1136/bmjopen-2020-040240. View