Factors Associated with Outpatient Satisfaction in Provincial Tertiary Hospitals in Nanchang, China: A Structural Equation Modeling Approach
Abstract
:1. Introduction
1.1. Relationship between Waiting Time for Medical Services, Environment and Facilities, and Outpatient Satisfaction
1.2. Relationship between Quality of Diagnosis and Treatment, Costs of Diagnosis and Treatment, and Outpatient Satisfaction
1.3. Theoretical Hypothesis
2. Materials and Methods
2.1. Participants
2.2. Survey Methods
2.3. Survey Contents
2.4. Statistical Analysis
3. Results
3.1. Characteristics and Outpatient Satisfaction of the Participants
3.2. Validation of the Measurement Models
3.3. Relationship between Outpatient Satisfaction and Its Related Factors Based on SEM
3.4. Effects of the Factors on the Outpatient Satisfaction Based on SEM
4. Discussion
5. Conclusions
Supplementary Materials
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Acknowledgments
Conflicts of Interest
References
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Characteristics | N (%) | Satisfaction (Mean ± SD 1) | t/F | p | |
---|---|---|---|---|---|
Gender | Male | 163 (27.17) | 4.57 ± 0.59 | −1.11 | 0.266 |
Female | 437 (72.83) | 4.63 ± 0.63 | |||
Age, years | <30 | 202 (33.67) | 4.57 ± 0.68 | 1.17 | 0.311 |
30~49 | 249 (41.50) | 4.66 ± 0.58 | |||
≥50 | 149 (24.83) | 4.61 ± 0.61 | |||
Residence | Local resident | 510 (85.00) | 4.62 ± 0.62 | 0.46 | 0.645 |
Non-local resident | 90 (15.00) | 4.59 ± 0.63 | |||
Household registration | Rural | 193 (32.17) | 4.54 ± 0.71 | −1.96 | 0.051 |
Urban | 407 (67.83) | 4.65 ± 0.57 | |||
Education | Junior high school and below | 128 (21.33) | 4.52 ± 0.70 | 2.06 | 0.105 |
Senior high school/Technical secondary school/Technical school | 150 (25.00) | 4.71 ± 0.55 | |||
Undergraduate/Junior college | 297 (49.50) | 4.61 ± 0.62 | |||
Postgraduate and above | 25 (4.17) | 4.64 ± 0.57 | |||
Occupation | Civil servant/State-owned enterprise employee | 162 (27.00) | 4.72 ± 0.53 | 1.94 | 0.086 |
Private enterprise employee | 127 (21.17) | 4.62 ± 0.60 | |||
Retiree | 44 (7.33) | 4.48 ± 0.73 | |||
Farmer | 32 (5.33) | 4.44 ± 0.84 | |||
School student | 47 (7.83) | 4.64 ± 0.53 | |||
Others | 188 (31.33) | 4.59 ± 0.64 | |||
Annual household income, CNY | <60,000 | 258 (43.00) | 4.57 ± 0.62 | 1.57 | 0.209 |
60,000~120,000 | 158 (26.33) | 4.61 ± 0.68 | |||
≥120,000 | 184 (30.67) | 4.68 ± 0.57 | |||
Medical insurance | Employee medical insurance | 205 (34.17) | 4.64 ± 0.59 | 2.57 | 0.077 |
Resident medical insurance | 258 (43.00) | 4.55 ± 0.69 | |||
others | 137 (22.83) | 4.69 ± 0.51 |
Items of the Questionnaire | Factor 1 | Factor 2 |
---|---|---|
over-diagnosis and over-treatment | 0.937 | 0.010 |
explanation of medical examination reports | 0.879 | 0.271 |
respect for confidentiality | 0.770 | 0.226 |
communication about patients’ condition | 0.768 | 0.404 |
respect and comfort | 0.670 | 0.496 |
explanation of treatment protocols | 0.669 | 0.501 |
appropriate spatial layout | 0.301 | 0.796 |
clean water in the waiting room | 0.229 | 0.795 |
clear signage settings | 0.293 | 0.765 |
guidance/self-service 1 | 0.072 | 0.741 |
adequate seats in the waiting room | 0.492 | 0.518 |
Eigenvalue | 6.21 | 1.45 |
% of the variance | 56.48 | 13.15 |
Indicators | Standardized Direct Effect | Standardized Indirect Effect | Standardized Total Effect |
---|---|---|---|
environment and facilities | 0.312 | 0.077 | 0.389 |
quality of diagnosis and treatment | 0.235 | - | 0.235 |
waiting time for medical services | 0.153 | - | 0.153 |
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Zhou, X.; He, Q.; Li, Q.; Kuang, J.; Han, Y.; Chen, J. Factors Associated with Outpatient Satisfaction in Provincial Tertiary Hospitals in Nanchang, China: A Structural Equation Modeling Approach. Int. J. Environ. Res. Public Health 2022, 19, 8226. https://doi.org/10.3390/ijerph19148226
Zhou X, He Q, Li Q, Kuang J, Han Y, Chen J. Factors Associated with Outpatient Satisfaction in Provincial Tertiary Hospitals in Nanchang, China: A Structural Equation Modeling Approach. International Journal of Environmental Research and Public Health. 2022; 19(14):8226. https://doi.org/10.3390/ijerph19148226
Chicago/Turabian StyleZhou, Xiaojun, Qiuwen He, Qi Li, Jie Kuang, Yalan Han, and Jiayan Chen. 2022. "Factors Associated with Outpatient Satisfaction in Provincial Tertiary Hospitals in Nanchang, China: A Structural Equation Modeling Approach" International Journal of Environmental Research and Public Health 19, no. 14: 8226. https://doi.org/10.3390/ijerph19148226