| Objectives:The main purposes of this study are: firstly,to understand the current status of the satisfaction evaluation of non-medical technical services among the presence of outpatients,emergency outpatients and inpatients(or their families and followers)in a large-scale comprehensive high-level private hospital and a state-owned hospital.Secondly,to find the factors that lead to dissatisfaction with the patients by understanding the satisfaction degree of the research objects.This study investigated the explicit and implicit non medical technical services of the hospital in both hardware(such as hospital equipment,facilities,equipment,environment,building,etc.)and software(such as medical service process,hospital culture system construction,clothing,medical service personnel,Behavior and speech attitude,etc.).Finally,this comparative study on the satisfaction evaluation and its influencing factors of non-medical technical services in the large-scale comprehensive private hospital and state-owned hospital,which is carried out to find out the differences and the reasons between them,so that private hospital and state-owned hospital can learn from each other,and ultimately to achieve a common upgrade.Simultaneously,this study is also very useful and helpful for private hospitals and state-owned hospitals to develop the related reasonable and effective rules,and strive they to create a suitable medical environment,and to timely solve the hospitals‘ weaknesses both in hardware and software,reducing the patients‘ dissatisfaction and improving the hospital non-medical technical quality of service,which ultimately ease and improve the current relationship between doctors and patients relationship,develop a harmony and mutual trust relationship between doctors and patients in China.Methods:This research is based on Visual Analogue Scale(VAS)to evaluate the patients‘ satisfaction.In May to November of 2016,the team members investigated outpatients,emergency patients and inpatients and their families in the first affiliated hospital of Nanchang university and Jiangxi Zhonghuan Hospital which respectively are the largest state-owned hospital and private hospital with the strongest comprehensive level,largest-scale and the most amount of service in Nanchang,Jiangxi Province.Questionnaire survey included the basic demographic characteristics of respondents,such as gender,age,education level,income level,census register,medical insurance type and respondents‘ satisfaction evaluation for service projects and service level without medical technical.The research adopted face-to-face interview style survey,combined with the way of finishing the questionnaire independently by patients themselves according to their own experience.Epidata3.1 was used to conduct data entry,and Excel 2010 was used to data arrangement.All data were processed by IBM SPSS Statistics 23.0 to do statistical analysis.We used proportion to present statistical description for the enumeration data,and the average ± standard deviation for measurement data.At the same time,binary logistics regression model was used to process mono factor analysis and multiple factor analysis.The alpha level was set at 5% to determine statistical significance.Results:1.We received 1389 valid questionnaires,among them,599 respondents from private hospital and 790 respondents from state-owned hospital.Meanwhile,more than half of respondents were outpatients and emergency patients(62.13%).The hospitalized patients mainly from public hospital(66.35%),and the difference between them is statistically significant(χ~2=30.89,p<0.001).2.As for the overall satisfactions of medical environment,the respondents considered the private hospital were better than state-owned hospital(t=1.96,p=0.049).In private hospitals,the average scores of ―hospitals‘ toilets‖(t=2.54,p=0.01),―hospitals‘ sound insulation facilities and effect‖(t=2.52,p=0.01),―hospitals‘ health education and clinic guidebook‖(t=2.46,p=0.01)and ―the satisfaction of hospitals‘ dining hall‖(t=6.80,p<0.001)were higher than state-owned hospital.In addition,the average score of ―hospital indicators‖ was lower than state-owned hospital(t=-2.89,p<0.01).3.As for the overall satisfactions of attitude and communication in process of treatment,the respondents considered the private hospital were better than state-owned hospital(t=2.32,p=0.02).In private hospital,the average scores of ―Whether the doctors give enough time for you to tell the state of the illness‖(t=4.53,p<0.001),―whether the doctors explain some information about the illness‖(t=5.16,p<0.001),―whether the doctors explain some information about the treatment‖(t=2.71,p<0.01),―whether the doctors considered your income state and treats it accordingly‖(t=3.80,p<0.001)were higher than state-owned hospital.Meanwhile,the overall attitude towards hospitals‘ cashier was higher than state-owned hospital(t=1.96,p<0.01).4.As for the overall satisfactions of medical expenses and process,the respondents considered ―the process of admission and discharge from hospital‖ in private hospitals was higher than state-owned hospital(t=4.29,p<0.001).While ―the overall evaluation of treatment process‖(t=-2.18,p=0.03),?the evaluation of hospital desk‖(t=-2.65,p<0.01),―the registration and appointment process‖(t=-2.68,p<0.01)and ―the pharmacy medication procedures‖(t=-2.95,p<0.01)were lower than state-owned hospital.5.The VAS overall satisfaction between private and state-owned hospital has no statistical differences(t=-0.46,p=0.65).The scores were 6.56±1.52 and 6.59±1.39 respectively,at general level.6.The multiple logistic regression analysis showed that the most important factors in the overall satisfactions of non-medical technical services on respondents who from private hospitals were the type of patients(OR=0.62,95%CI=0.42-0.92),age(OR(46~65)=0.76,95%CI=0.38-0.54;OR(>65)=0.58,95%CI=0.29-0.81)and whether make an appointment(OR=1.45,95%CI=1.02-2.06).7.The multiple logistic regression analysis showed that the most important factors in the overall satisfactions of non-medical technical services on respondents who from state-owned hospital were age(OR=0.45,95%CI=0.26-0.78),education level(OR=1.87,95%CI=1.23-2.82),whether make an appointment(OR=1.32,95%CI=1.07-1.80),whether suffering from chronic disease(OR=0.73,95%CI= 0.51-0.97).8.The hospitals‘ medical level,reputation and medical equipment were the three major influencing factors that may affected patients access to treatment.The most dissatisfaction in private hospital were the charges are not reasonable and medical expenses are too high;as for state-owned hospital,the respondents were not satisfied with waiting for too long and complicated formalities in the process of clinic,and service attitude.Conclusions:1.The overall environmental satisfactions in private hospital were higher than state-owned hospital,particularly in the four items of ―satisfaction of the hospitals‘ washroom‖,"the effect of hospitals‘ acoustic isolation facility","satisfaction of the hospitals‘ health education propaganda and clinic guide manuals or posters" and "satisfaction of the hospitals‘ dining hall".2.Patients in both private hospital and state-owned hospital were unsatisfied with ―the hospitals‘ parking garage‖,"the hospitals‘ elevator" and "the hospitals‘ network equipment",with the scores less than 6 points which were considered as unqualified.Besides,the patients were also unsatisfied with the medical expenses.3.As for the attitude and the satisfaction of the communication with doctors in the process of the service,patients in private hospital felt more satisfied than state-owned hospital.Especially in the following items: "whether the doctors give enough time for you to tell the state of the illness","whether the doctors explain some information about the illness","whether the doctors explain some information about the treatment" and "whether the doctors considered their financial conditions and treats it accordingly".4.As for the satisfactions of ―the process of admission and discharge from hospital‖,patients in private hospitals felt more satisfied than state-owned hospital,but more unsatisfied with ―the overall evaluation of treatment process‖,―the evaluation of hospital desk‖,―the registration and appointment process‖ and ―the pharmacy medication procedures‖.5.The hospitals‘ medical level,reputation and medical equipment were the three major influencing factors that may affected patients access to the treatment.The most dissatisfaction in private hospital were the charges are not reasonable and medical expenses are too high.As for state-owned hospital,the respondents were not satisfied with waiting for too long and complicated formalities in the process of clinic,and their service attitude.6.The respondents‘ age and whether the patients made the appointment were the major influencing factors that may affected the patients‘ overall satisfactions of non-medical technical services both in private hospital and state-owned hospital.The difference of the satisfaction of non-medical technical service between private hospitals‘ outpatients,emergency patients and hospitalized patients were statistically significant.While different education levels and if suffering from chronic disease are the main factors that affect the patients‘ overall satisfactions of non-medical technical services in state-owned hospital. |
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