A Survey on In-patients' Satisfaction and Construction of Structural Equation Model of Influence Factors on Satisfaction_Chinese Journal of Evidence-Based Medicine

Authors：

 SHIJing-fen ^1,2 , GONGYong ² , LIYuan-feng ² , JIANGYu-shi ¹ , HUPei ¹

1. School of Economics and Business Administration, Southwest Jiaotong University, Chengdu 610031, China;
2. Sichuan Academy of Medical Sciences & Sichuan Provincial People′s Hospital, Chengdu 610072, China;

Corresponding?author：

Keywords：

Inpatient; Satisfaction degree; Influence factor; Structural equation model

DOI：

10.7507/1672-2531.20150134

Video：

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Objective To explore the influence factors on inpatients' satisfaction, in order to identify influence factors for improving inpatients' satisfaction. Methods A sampling survey was conducted in hospitals at different levels in Sichuan province. The satisfaction of inpatients in these hospitals was investigated by self-designed questionnaire. Then, a structural equation model on influence factors of satisfaction was constructed. Results A total of 1 237 inpatients from 12 hospitals were surveyed. The total satisfaction of these patients was 82.14%. The patients' satisfaction of grade A tertiary hospital in Chengdu city was obviously lower than that of the prefecture- and county-level hospitals (all P values <0.05). The fitting degree of structural equation model was good; Inpatients' satisfaction was mainly influenced by 5 factors including hospital values (HV), service quality of doctors and nurses (SQ), service process (SP), convenience of resources (CR) and comfort of facilities (CF). Of the 5 factors, the HV and SQ respectively ranked the 1st and 2^nd to the influence degree on satisfaction. Conclusion This study identifies the key influence factors on inpatients' satisfaction. Specific measures should be taken by hospital administrators to improve the quality of medical services and the satisfaction of inpatients.

Citation： SHIJing-fen, GONGYong, LIYuan-feng, JIANGYu-shi, HUPei. A Survey on In-patients' Satisfaction and Construction of Structural Equation Model of Influence Factors on Satisfaction. Chinese Journal of Evidence-Based Medicine, 2015, 15(7): 786-792. doi: 10.7507/1672-2531.20150134 Copy

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17.	薛迪,李霞,丁瑾瑜,等.門診醫療服務過程質量問題的原因分析.中華醫院管理,2002,18:561-562.
18.	Tokunaga J,Imanaka Y,Nobutomo K.Effects of patient demands on satisfaction with Japanese hospital care.Inter J for Qual in Health Care,2000,12(5):395-401.
19.	溫全衡,紀春明.基于患者滿意度調查的醫患關系研究.科學學與科學技術管理,2007,12(2):201-203.
20.	孫星河,謝高強.患者住院滿意度調查簡易問卷的編制與評價.中國醫院,2011,18(1):77-80.
21.	周亮,周瑞敏.醫患關系影響因素調查.中國循證醫學雜志,2007,7(11):778-781.
22.	徐雙燕,歐志梅.成都市公立醫院醫患關系普遍認知調查分析.中國衛生事業管理,2009,26(12):806-808.
23.	王琤琤,郭繼志,于長海.社區衛生服務患者滿意度評價引入第三方評價的分析研究.中國衛生事業管理,2011,28(3):732-743.

1. Druss BG,Rosenheck RA,Stolar M.Patient satisfaction and administrative measures as indicators of the quality of mental health care.Psychiatr Serv,1999,50(8):1053-1058.
2. Glickman SW,Boulding W,Manary M,et al.Patient satisfaction and its relationship with clinical quality and inpatient mortality in acute myocardial infarction.Circ Cardiovasc Qual Outcomes,2010,3(2):188-195.
3. 侯勝田,張永康.基于管理改進視角的醫院患者滿意度測評研究.中國醫院管理,2012,32(8):45-48.
4. 張檸,孫冬悅,周海清.大型綜合性醫院門診患者滿意度影響因素分析.中國醫院,2011,15(10):25-27.
5. 周占偉,梅翠竹.某三級綜合醫院門診患者滿意度調查研究.現代預防醫學,2011,38(7):1262-1265.
6. 熊小蘭,唐運章.門診患者滿意度研究進展.海南醫學,2012,23(22):128-129.
7. 鄭二維.住院患者滿意度影響因素分析.中國衛生質量管理,2012,19(5):63-66.
8. 鄧夢筑,耿仁文.非醫療技術因素對門診患者滿意度的調查與分析.中國醫院管理,2013,33(9):35-37.
9. 侯勝田,張永康.患者滿意度測評在中國醫院管理中的應用與問題.中國醫院管理,2012,32(5):35-36.
10. Crow R,Gage H,Hampson S,et al.The measurement of satisfaction with healthcare:implications for practice from a systematic review of the literature.Health Technol Assess,2002,6:l-245.
11. 姬軍生.患者滿意度調查是醫療質量考評的重要內容.中華醫院管理雜志,2004,20(l):49-50.
12. 厲傳琳,陳英耀.病人滿意度調查問卷研制初探.中華醫院管理雜志,2006,22(7):472-475.
13. 侯勝田,張永康.基于PLS路徑模型的住院患者滿意度影響因素研究.中國衛生統計,2013,30(3):368-370.
14. 韓宇,魏薇.面向服務改進的住院患者滿意度層次管理系統.現代預防醫學,2009,36(24):4645-4654.
15. 吳明隆.結構方程模型-AMOS的操作與應用.重慶:重慶大學出版社,2009.
16. 孫衛,駱樹民.國外開發利用醫療消費者信息改進醫療服務質量的歷史和現狀.國外醫學醫院管理分冊,1993,10:1-6.
17. 薛迪,李霞,丁瑾瑜,等.門診醫療服務過程質量問題的原因分析.中華醫院管理,2002,18:561-562.
18. Tokunaga J,Imanaka Y,Nobutomo K.Effects of patient demands on satisfaction with Japanese hospital care.Inter J for Qual in Health Care,2000,12(5):395-401.
19. 溫全衡,紀春明.基于患者滿意度調查的醫患關系研究.科學學與科學技術管理,2007,12(2):201-203.
20. 孫星河,謝高強.患者住院滿意度調查簡易問卷的編制與評價.中國醫院,2011,18(1):77-80.
21. 周亮,周瑞敏.醫患關系影響因素調查.中國循證醫學雜志,2007,7(11):778-781.
22. 徐雙燕,歐志梅.成都市公立醫院醫患關系普遍認知調查分析.中國衛生事業管理,2009,26(12):806-808.
23. 王琤琤,郭繼志,于長海.社區衛生服務患者滿意度評價引入第三方評價的分析研究.中國衛生事業管理,2011,28(3):732-743.

Chinese Journal of Evidence-Based Medicine

A Survey on In-patients' Satisfaction and Construction of Structural Equation Model of Influence Factors on Satisfaction

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