Evaluation of Patient and Medical Staff Satisfaction regarding Healthcare Services in Wuhan Public Hospitals

Runtang Meng, Jingjing Li, Yunquan Zhang, Yong Yu, Yi Luo, Xiaohan Liu, Yanxia Zhao, Yuantao Hao, Ying Hu and Chuanhua Yu
Additional contact information
Runtang Meng: Department of Preventive Medicine, School of Health Sciences, Wuhan University, 185 Donghu Road, Wuhan 430071, China
Jingjing Li: Department of Behavioral Sciences and Health Education, Rollins School of Public Health, Emory University, 1518 Clifton Rd.NE, Atlanta, GA 30322, USA
Yunquan Zhang: Department of Preventive Medicine, School of Health Sciences, Wuhan University, 185 Donghu Road, Wuhan 430071, China
Yong Yu: School of Public Health and Management, Hubei University of Medicine, 30 South Renmin Road, Shiyan 442000, China
Yi Luo: School of Nursing, Ningbo College of Health Sciences, 51 Xuefu Road, Ningbo 315100, China
Xiaohan Liu: Department of Medical Statistics and Epidemiology, Guangdong Key Laboratory of Health Informatics, Health Information Research Center, School of Public Health, Sun Yat-Sen University, 74 Zhongshan Rd.2, Guangzhou 510080, China
Yanxia Zhao: Department of Medical Statistics and Epidemiology, Guangdong Key Laboratory of Health Informatics, Health Information Research Center, School of Public Health, Sun Yat-Sen University, 74 Zhongshan Rd.2, Guangzhou 510080, China
Yuantao Hao: Department of Medical Statistics and Epidemiology, Guangdong Key Laboratory of Health Informatics, Health Information Research Center, School of Public Health, Sun Yat-Sen University, 74 Zhongshan Rd.2, Guangzhou 510080, China
Ying Hu: Department of Preventive Medicine, School of Health Sciences, Wuhan University, 185 Donghu Road, Wuhan 430071, China
Chuanhua Yu: Department of Preventive Medicine, School of Health Sciences, Wuhan University, 185 Donghu Road, Wuhan 430071, China

IJERPH, 2018, vol. 15, issue 4, 1-17

Abstract: Satisfaction evaluation is widely used in healthcare systems to improve healthcare service quality to obtain better health outcomes. The aim of this study was to measure employee work satisfaction and patient satisfaction status in Wuhan, China. A cross-sectional study was conducted in 14 medical institutions. The final valid sample comprised a total of 696 medical staff and 668 patients. The overall satisfaction levels of medical staff and patients were 58.28 ± 14.60 (10.47–100.00) and 65.82 ± 14.66 (8.62–100.00), respectively. The factors affecting medical staff satisfaction, ranking in sequence from most to least satisfied, were: the work itself, working environment and atmosphere, hospital management, practicing environment, and job rewards. Patient satisfaction factors, from most to least affecting, were ranked as follows: physician-patient relationship and communication, service organization and facilities, continuity and collaboration of medical care, access to relevant information and support, and healthcare and related services, respectively. The overall satisfaction evaluation of medical staff was average. Healthcare policy makers and medical institution management staff should focus on job rewards and working environment. This would allow them to increase their work happiness and sense of belonging, which in turn would allow them to provide better medical services to patients. The overall patient evaluation was satisfactory, with patients satisfied at all levels of the satisfaction evaluation.

Keywords: Chinese health care reform; satisfaction; medical staff; patient; coping strategy; health management and policy (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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