Study On Inpatients’ Satisfaction And Influencing Factors Of County Comprehensive Hospitals In Linyi City

BackgroundInpatient satisfaction on medical service quality is an important index to evaluate the quality of health services. With the deepening health system reform and increasingly fierce competition of medical environment, all kinds of hospitals are strengthening and paying attention to patient satisfaction survey.The new hospital level evaluation pays more attention to the patient’s feeling, experience and satisfaction, an it makes provision for the main contents of social evaluation need to include patient satisfaction survey which be carried out by health administrative departments or appointed to third party social survey institutions.In November of2012, comprehensive hospital assessment activities had launched in Linyi city of Shandong province. With this background, this study was designed to carry out inpatients satisfaction survey toward five comprehensive hospitals in Linyi city from the third party perspective.ObjectivesBased on new hospital level evaluation, this study aimed to analysis inpatients satisfaction status towards hospitals including service attitude, service quality, doctor-patient communication, medical ethics, logistics service, medical fees etc and its related influencing factors about comprehensive hospitals from the third party perspective, and compared the existence difference between different hospitals’ satisfaction, which provided the basis for making policy measures of improving inpatient satisfaction. Besides, through the study to normalize this survey into daily medical management, so as to perfect medical service quality, improve hospital management level, and keep pushing for hospital comprehensive strength enhancement.MethodsTo obtain the preliminary material through the literature review, expert consult, and focal point interview, selecting5county-level general hospital which have submitted the hospital rank appraisal application as a sample unit by random sampling. Altogether providing1385questionnaires,1290of which were recycled.Effective returns-ratio is93.1%.Questionnaire mainly includes "demographic characteristics"," causes of visiting the hospital ","the satisfaction on hospital services attitude, quality of service, doctor-patient communication, doctor’s moral and ethics, logistics services, medical fees and overall situations". Inputting the data with software Epidata3.0,using SPSS13.0and Excel2003to analyze and process the data.Main Results(1)The top three reasons of hospitalized patients coming for treatment were the nearest convenient, high technology and good service attitude.(2)Hospitalized patient’s overall degree of satisfaction to the county level general hospital in Linyi City is82.8%, and there are significant differences in the five hospitals. In each classified degree of satisfaction target, the protection privacy degree of satisfaction is93.3%; and the medical ethics degree of satisfaction is91.4%; and the grade of service degree of satisfaction is87.7%; and the service attitude degree of satisfaction is85.3%; and the medical-patient communication degree of satisfaction is83.7%; and the hospital logistics service degree of satisfaction is77.2%; and the medical charge degree of satisfaction is75.4%.(3)There are significant difference between the service attitude, the grade of service, the medical-patient communication, the medical ethics, and the logistics service in different hospitals, but except the medical charge and the privacy protection. There are significant differences in the patient overall degree of satisfaction between different hospitals and genders.Conclusions and suggestionsThe overall satisfaction of the secondary general hospital in Linyi city is 82.79%, and the overall satisfaction of the five investigated hospitals exist significant differences. In terms of classificational satisfaction, only the satisfaction of privacy protection and medical ethics are more than90.0%. In the aspect of service attitude, service quality, doctor-patient communication, medical ethics and logistics service, there exist significant differences in the5hospitals. But in the aspect of medical fees and privacy protection,there has no significant difference. Hospitals and gender are the influence factors of overall satisfaction of hospitalized patients.Linyi county general hospitals should be based on the review of two level of first-class hospital as an opportunity, enhancing the comprehensive ability and level of hospital; improving medical service attitude; strengthening information communication; creating a harmonious doctor-patient relationship; optimizing hospital service flow; shortening the waiting time; creating high quality and efficient service experience; strengthening logistics management and the social service; improving medical service environment; opening up medical treatment fees; reducing the burden of hospitalized patients, controlling medical costs actively and improving patients’satisfaction roundly.