A Survey On Inpatient Satisfaction And Influence Factors Analysis In A Tertiary Hospital

Objective: This study is to measur and evaluat the inpatient satisfaction of a tertiary hospital in Shandong, undersyanding the inpatients hospitalization feelings, the patient needs and expectations. Then analyse The related factors affecting patient satisfaction. The key problems have been found using management solution. Based on the humanity, the doctor-patient relationship have been improved. Then some references of improving patient experience and patient satisfaction for medical institutions were provided.Methods: The inpatient satisfaction questionnaire was made by analyzing literatures and consulting experts. The questionnaire included two parts: ① general information and disease awareness of the patient; ② the patient satisfaction scale using Likert scale in level 5 scale method. Inpatients over 18 years old with response ability have been investigated with stratification sampling method. 350 questionnaires have been provided by the trained interviewer and the inpatient fill in it by themselves. 298 questionnaires have been effectively recycled. The recovery rate of the questionnaire was 85.14%. 247 questionnaires were effective and the effective rate was 82.33%. The patients were from 17 departments such as gynecology, endocrinology, general surgery, health care, radiotherapy department and obstetrics, etc. EpiData3.0 was adopted to establish the database with the double side entry and SPSS20.0 was used to statistical analysis when the data entry don’t have any problem. At last, the structural equation was construct by Amos20.0.Results: ① 63.6% of the total surveyed patients are very satisfied and 16.2% obtained satisfactory. ② The inpatient satisfaction rate toward medical technology level of the hospital was higher and the average score was 4.59±0.05; the evaluation value of medical treatment charge was low with average score of 3.93±0.06. ③ In the survey, the satisfaction rate of item, which related to the cost, was lower and the satisfaction rate of item related to technical level was higher. For example, the reasonable degree’s average of the high-value consumables cost and costs of medicines was 3.89±0.07; the average score of the doctor technology skilled operation situation was 4.61±0.06. ④ In the general information of the patients, there was statistically significant among the position, culture degree, income, and reason for choosing the hospital. ⑤ In the disease cognitive dimension of the patient, there was statistically significant among the emotion, pain degree and treatment effect expect. ⑥ Build structural equation model of the inpatients satisfaction influencing factors, ?2 = 0, Hypothesis model was very fit for and the observation data, the data show that the model has reached saturation model. The analysis results based on structural equation show that the value of the four dimensions’ C.R. including technical level, service attitude, medical environment and patients sense of worth was greater than 0.5, and the four dimensions have the strong correlation with the patient satisfaction; the value of the two dimensions’ C.R including service process, medical expense value was greater than 0.2, and less than 0.5, and the two dimensions have the strong correlation(moderate) with the patient satisfaction.Conclusion: First, the inpatients satisfaction factors included four aspects: ① The related factors of the hospital included: the technical level of hospital, service process, service attitude, hospital environment and hospitalization costs. ② The patient’s factor included: the position, education level, monthly income, emotion, perceived value, the treatment effect expectation of the patient. Among of them, the expectation of the patient for hospitalization costs and the nurse’s service were more sensitive. ③ The disease factors was mainly the degree of pain. ④ Reference group influence factors. Second, the influence factors were distinguished according to the improvable degree from easy to hard. The gradient management measures were taken from the easier to the more advanced: ① Focus on the affecting factors of satisfaction degree which easily to improve for intervention. ② Improve patient expectation and improve patient perceived value. ③ Focus on the emotion of the patients, give humanistic care to patients. ④ Taking measures to control costs and alleviate the burden of patients.