A Study On The Correlation Among Patient Experience,Satisfaction And Loyalty In Private Hospital Of Chong Qing

ObjectivesThis study aims to explore the measurement system and hypothetical research model of patient experience,satisfaction and loyalty in private hospitals based on the domestic and foreign literature reviews.Through a comprehensive analysis of patient experience status,satisfaction and loyalty level and its causal links,the private hospitals’ managers can provide better health service,improve patient experience,enhance health service responsiveness,strengthen the competitiveness of itself in the health service market,deepen health reform and improve people’s physical and mental health.MethodsThe self-designed questionnaire is formed based on literature research,case interview and expert consultation.A cross-sectional survey is conducted with 19 private hospitals in Yuzhong,Jiulongpo,Bishan,Fengdu and Qianjiang of Chongqing by the stratified random sampling method.The general descriptive statistical analysis,T test,variance analysis,regression analysis and structural equation model analysis are performed with statistical software SPSS 22.0 and AMOS 24.0.ResultsIn this study,557 questionnaires are issued and of which there are 512 valid questionnaires,the effective recovery rate was 91.92%.The ranks of scores of patient experience are guarantee(4.54±0.53),responsiveness(4.49±0.57),empathy(4.40±0.56),reliability(4.38±0.55)and tangibility(4.20±0.61).The scores of patient satisfaction and loyalty are(4.23±0.61)points and(4.04±0.69)points.Internal consistency reliability and construct validity test shows ideal scale.The control variables of patient prefer health institutions,gender and number of visiting times had a significant impact on patient experience,satisfaction and loyalty respectively.The type of medical insurance and primary reasons for patient to choose hospitals also affected patient experience,satisfaction and loyalty significantly(P<0.05).There is a strong correlation between the latent variables(0.558≤R≤0.808,P<0.01).Absolute fit indexes of the final adjusted model for CMINDF,RMR,RMSEA,GFI and AGFI are 2.395,0.026,0.05,0.918,0.901,The comparative fit indexes for CFI,NFI,TLI and IFI are 0.948,0.909,0.939,0.945.Both of them reach the minimum requirement for model fitting.The standardized pathways of patient experience to patient satisfaction and loyalty are 0.830 and 0.214.Also the standardized path coefficient of patient satisfaction to patient loyalty is 0.660.ConclusionsPatient experience,satisfaction and loyalty of private hospitals in Chongqing are in the middle level.The hypothetical correlation model of patient experience,satisfaction and loyalty is reasonable.Tangibility,reliability,responsiveness,assurance,empathy are effectively influencing factors of patient satisfaction and loyalty,and satisfaction plays a mediating role in patient experience and loyalty.Therefore,private hospital managers may take efficient measures of clearing the health service market segmentation,focusing on the design of patient experience quality clue,strengthening patient satisfaction and loyalty management,meeting the masses’ diversity and personalized medical needs to finally promote the sustainable and healthy development of private medical industry.