Research On The Satisfaction Of Outpatient Non-technical Service And Its Influencing Factors

Objective: With the rapid development of China's medical service industry and the continuous enhancement of residents' health awareness,non-medical technical factors have become an important factor affecting patient satisfaction and medical service quality.In this study,outpatients from four third-class public hospitals in Nanjing were investigated to understand their satisfaction with non-technical services,analyze the factors affecting their satisfaction with non-technical services,reveal the need for improvement in current medical services,and propose targeted improvement strategies to optimize the outpatient service process,improve patient satisfaction,and then improve the doctor-patient relationship.Methods: This paper collects the relevant policy documents on improving medical services issued by the state in recent years,consults the relevant research on non-medical technical services and patient satisfaction at home and abroad,and constructs the basic theoretical framework of this study.On the basis of literature analysis,non-technical factors affecting patient satisfaction were deeply studied,and the questionnaire was drawn up.Based on the field survey,820 outpatients(aged over 18 years)from 4 public hospitals in Nanjing were sampled by stratified sampling.The questionnaires were sent out by the investigators to the patients or their families by "one-to-one" method and collected on the spot.Statistical description,t-test,variance analysis,correlation analysis,factor analysis and multiple linear regression were used to analyze the status and influencing factors of outpatient non-technical service satisfaction.Results: Factor analysis was used to calculate the scores of each factor of non-technical service satisfaction.The results showed that outpatients' satisfaction with medical facilities and environment was the highest(3.91).The others were convenience(3.53),cost level(3.39)and professional ethics and attitude(3.38).The comprehensive score of overall satisfaction was 3.52 based on the contribution rate of each factor.In terms of influencing factors,multiple linear regression analysis showed that age and attitude towards doctor-patient relationship were the main influencing factors of non-technical factors and overall satisfaction.In addition,the time of diagnosis and treatment,waiting time for medication were the influencing factors of occupational ethics and attitude satisfaction;self-paid expenses were the influencing factors of cost level satisfaction;education level and source of household registration were the influencing factors of environmental satisfaction of medical facilities;registration mode was the influencing factor of convenience of medical treatment;source of household registration,time of diagnosis and treatment,waiting time for medication were the influencing factors of the overall satisfaction of non-technical services.Conclusions and Recommendations: Generally speaking,older age,longer time for diagnosis and treatment,shorter waiting time for medication and more positive attitude towards doctor-patient relationship lead to the higher the satisfaction of non-technical services.Hospital should improve the explaining quality of examination report of the doctors,improve the utilization rate of appointment registration service and the degree of pharmacy automation,change the pricing system of medical service,and improve the medical experience of elderly patients,so as to improve the satisfaction degree.