Study On Satisfaction And Influencing Factors Of Elderly Outpatients In General Hospital

Objective:To analyze the patient satisfaction,patient experience,outpatient cost and waiting time of outpatients in elderly patients aged 60 years and over in public general hospitals.And to compare with the middle-aged and young outpatients,aim to understand the current situation of the elderly patients in the outpatient and the influencing factors of the elderly patients' satisfaction,and to provide suggestions for improving the service of the elderly patients.Methods:The data of this study was based on the outpatient survey of the first round of the National Third Party Assessment for Health Services Improvement.Among the 32 public general hospitals,6848 outpatients were completed,including 1425 elderly patients aged 60 years and older.The data was analyzed by Excel 2016 database and SPSS 21.0.The analysis method mainly included descriptive statistical analysis and factor analysis.Kruskal-Wallis rank test was used for single factor analysis.Logistic regression analysis was used to analyze the multivariate analysis.P<0.05 was considered statistically significant.Results:The survey of outpatient elderly patients was 1425 people,including men and women accounted for roughly the same proportion,the age of patients were mainly in the age of 60 to 69 years old,urban workers' basic medical insurance was the main type of health insurance.The dimension scores of "hospital environment","process efficiency"and "diagnosis and treatment behavior" were significantly higher in elder group outpatients than those of youth patients.The dimension score of "Informationization experience" in elderly patients was significantly lower than that of youth group and the middle-aged group.The overall satisfaction score of the elderly group was significantly higher than the young group score(P<0.001).The total cost of elder outpatient was significantly higher than that of the lower age groups(P<0.001),but there was no significant difference in individual payment(P = 0.073).Compared with the lower age groups,the total waiting time for the elderly was shorter(P =0.016).Multivariate logistic analysis showed that "Doctor-Patient Trustful Relationship " " Guidance and Explanation" "Patiently Introduce Drug Use Method " were the mainly impacts of elderly patient outpatient satisfaction.Conclusion:The total cost of outpatient increases with the patients' age,but there is no significant difference between the age groups after reimbursement of medical insurance.Older patients compared to middle-aged and young patients,the waiting time are shorter,the majority of medical experience scores and overall satisfaction are better,but the hospital information experience score is low.The establishment of the trustful doctor-patient relationship,hospital staff provide guidance,the medical staff introduce the use of drug patiently are the most impacts of elderly patients with the overall satisfaction.