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What is the most important factor affecting patient satisfaction – a study based on gamma coefficient

Authors Fang J, Liu L, Fang P

Received 4 December 2018

Accepted for publication 22 February 2019

Published 10 April 2019 Volume 2019:13 Pages 515—525

DOI https://doi.org/10.2147/PPA.S197015

Checked for plagiarism Yes

Review by Single-blind

Peer reviewers approved by Ms Justinn Cochran

Peer reviewer comments 2

Editor who approved publication: Dr Naifeng Liu


Jinming Fang,1,2 Ling Liu,2 Pengqian Fang1

1School of Medicine and Health Management, Tongji Medical College, Huazhong University of Science and Technology, Wuhan 430030, People’s Republic of China; 2Wuhan Forth Hospital, Puai Hospital, Tongji Medical College, Huazhong University of Science and Technology, Wuhan, 430033, People’s Republic of China

Objective: To analyze the influencing factors of patients satisfaction and find out the key factors, so as to provide suggestions for improving health policy.
Methods: A questionnaire survey was conducted in Wuhan China. A total of 2,719 questionnaires were collected and 2,626 valid answer sheets were obtained. Through statistical description, chi-square test. Gamma coefficient analysis and binary logistic regression, the key factors affecting patient satisfaction were obtained.
Results: It was found that the “Medical staff’s service attitude” was the most important factor affecting patient satisfaction, followed by “Medical staff services technology” and “Hospital convenience”. The demographic characteristics of patients had no significant effect on satisfaction, and “Medical services utilization” of patients had a certain impact on satisfaction. Patients had a higher degree of satisfaction with the “Hospital convenience”, “Hospital facilities and environment”, “Medical staff services technology”, “Medical staff service attitude”, but had a lower degree of satisfaction with “Medical expense” and “Reimbursement ratio for medical expenses”.
Conclusion: “Medical staff’s service attitude”, “Medical staff services technology” and “Hospital convenience” was the most three important factors. The health managers should focus on the above three aspects and implement appropriate management decisions to improve patient satisfaction.

Keywords: patient satisfaction, urban, hospitals, health care reform, public policy

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