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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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.
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9.	侯胜田,张永康.患者满意度测评在中国医院管理中的应用与问题.中国医院管理,2012,32(5):35-36.
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13.	侯胜田,张永康.基于PLS路径模型的住院患者满意度影响因素研究.中国卫生统计,2013,30(3):368-370.
14.	韩宇,魏薇.面向服务改进的住院患者满意度层次管理系统.现代预防医学,2009,36(24):4645-4654.
15.	吴明隆.结构方程模型-AMOS的操作与应用.重庆:重庆大学出版社,2009.
16.	孙卫,骆树民.国外开发利用医疗消费者信息改进医疗服务质量的历史和现状.国外医学医院管理分册,1993,10:1-6.
17.	薛迪,李霞,丁瑾瑜,等.门诊医疗服务过程质量问题的原因分析.中华医院管理,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.	温全衡,纪春明.基于患者满意度调查的医患关系研究.科学学与科学技术管理,2007,12(2):201-203.
20.	孙星河,谢高强.患者住院满意度调查简易问卷的编制与评价.中国医院,2011,18(1):77-80.
21.	周亮,周瑞敏.医患关系影响因素调查.中国循证医学杂志,2007,7(11):778-781.
22.	徐双燕,欧志梅.成都市公立医院医患关系普遍认知调查分析.中国卫生事业管理,2009,26(12):806-808.
23.	王琤琤,郭继志,于长海.社区卫生服务患者满意度评价引入第三方评价的分析研究.中国卫生事业管理,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. 侯胜田,张永康.基于管理改进视角的医院患者满意度测评研究.中国医院管理,2012,32(8):45-48.
4. 张柠,孙冬悦,周海清.大型综合性医院门诊患者满意度影响因素分析.中国医院,2011,15(10):25-27.
5. 周占伟,梅翠竹.某三级综合医院门诊患者满意度调查研究.现代预防医学,2011,38(7):1262-1265.
6. 熊小兰,唐运章.门诊患者满意度研究进展.海南医学,2012,23(22):128-129.
7. 郑二维.住院患者满意度影响因素分析.中国卫生质量管理,2012,19(5):63-66.
8. 邓梦筑,耿仁文.非医疗技术因素对门诊患者满意度的调查与分析.中国医院管理,2013,33(9):35-37.
9. 侯胜田,张永康.患者满意度测评在中国医院管理中的应用与问题.中国医院管理,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. 姬军生.患者满意度调查是医疗质量考评的重要内容.中华医院管理杂志,2004,20(l):49-50.
12. 厉传琳,陈英耀.病人满意度调查问卷研制初探.中华医院管理杂志,2006,22(7):472-475.
13. 侯胜田,张永康.基于PLS路径模型的住院患者满意度影响因素研究.中国卫生统计,2013,30(3):368-370.
14. 韩宇,魏薇.面向服务改进的住院患者满意度层次管理系统.现代预防医学,2009,36(24):4645-4654.
15. 吴明隆.结构方程模型-AMOS的操作与应用.重庆:重庆大学出版社,2009.
16. 孙卫,骆树民.国外开发利用医疗消费者信息改进医疗服务质量的历史和现状.国外医学医院管理分册,1993,10:1-6.
17. 薛迪,李霞,丁瑾瑜,等.门诊医疗服务过程质量问题的原因分析.中华医院管理,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. 温全衡,纪春明.基于患者满意度调查的医患关系研究.科学学与科学技术管理,2007,12(2):201-203.
20. 孙星河,谢高强.患者住院满意度调查简易问卷的编制与评价.中国医院,2011,18(1):77-80.
21. 周亮,周瑞敏.医患关系影响因素调查.中国循证医学杂志,2007,7(11):778-781.
22. 徐双燕,欧志梅.成都市公立医院医患关系普遍认知调查分析.中国卫生事业管理,2009,26(12):806-808.
23. 王琤琤,郭继志,于长海.社区卫生服务患者满意度评价引入第三方评价的分析研究.中国卫生事业管理,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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