Outpatients' Satisfaction in the Context of 10 Years of Health-Care Reform: A Cross-Sectional Study of Tertiary Hospitals in Shiyan, China

A cross-sectional study on the relationship between length of stay and patient satisfaction based on the SERVQUAL model

This cross-sectional study aimed to investigate the relationship between length of stay and different dimensions of patient satisfaction based on the SERVQUAL model. This study included 2,587 inpatients from forty-two clinical departments in a tertiary hospital in western China by using systematic sampling in each department. Data involving patient satisfaction, length of stay, sociodemographic characteristics and information about hospital visits of theses inpatients were collected and analyzed. Multilevel logistic regression modeling was performed to explore the adjusted relationship between length of stay and patient satisfaction at different dimensions. After controlling for covariates, the results showed that compared to patients who were hospitalized for less than or equal to two days, the satisfaction rate of tangibles and reliability both declined in patients with longer length of stay (3-6 days, 7-10 days, greater than or equal to 11 days) (all P < 0.05), the satisfaction rate of assurance and empathy decreased in patients who were hospitalized for 7 to 10 days (P < 0.05), and the satisfaction rate of responsiveness and overall satisfaction did not change in patients with longer length of stay (all P > 0.05). The research findings indicate that to enhance patient satisfaction, it is crucial to take measures to cater to the requirements of patients at various stages of their hospital stay, particularly by consistently ensuring the tangibility and reliability of service quality, and paying attention to empathy for patients with a hospital stay of 7 to 10 days.

The Effect of Patients' Psychological Contract with Pharmacists on Medication Adherence: A Qualitative Study

OBJECTIVE

To investigate the effect of psychological contract of outpatients with hospital pharmacists on medication adherence, providing reference for improving the management of patients' medication adherence from the perspective of pharmacist-patient relationship and psychological contract.

METHODS

The 8 patients who received medication dispensing service at the outpatient pharmacies at the First Affiliated Hospital of Zunyi Medical University and the Second Affiliated Hospital of Zunyi Medical University were selected for face-to-face in-depth interviews through a purposive sampling method. In order to get more potential information and adjust flexibly according to the actual situation of the interview, the interviews were set as semi-structured, and the interview content was analyzed by using Colaizzi's seven-step method of phenomenological analysis and NVivo11.0 software.

RESULTS

The following four themes about effects of patients' psychological contract with hospital pharmacists on medication adherence were extracted: from the perspective of patients, the relationship between pharmacists and patients is generally harmonious; pharmacists can basically fulfil their responsibilities; patients' medication adherence needs to be improved; the status of patients' psychological contract with hospital pharmacists may affect medication adherence.

CONCLUSION

The psychological contract of outpatients with hospital pharmacists has a positive effect on their medication adherence. Effective management on medication adherence should involve the management on patients' psychological contract with hospital pharmacists.

Influencing Factors of Outpatients' Satisfaction in China a Cross-Sectional Study of 16 Public Tertiary Hospitals

PURPOSE

This study aimed to analyze the status of patient satisfaction in outpatients of tertiary hospitals and the factors affecting patient satisfaction, in order to provide a scientific basis for improving patient satisfaction.

METHODS

A total of 6480 surveys of outpatients were conducted by a cross-sectional study in 16 tertiary hospitals in the Zhejiang province of China. The main contents of the survey were the basic characteristics of patients. Statistical description, single-factor analysis and binary logistic regression analysis were used to screen influencing factors.

RESULTS

Results of this study showed that the total satisfaction score of outpatients was 87.13±13.47, and higher scored factors in the survey factors were nursing level, the convenience of registration and convenience of appointment diagnosis and treatment. The factors with lower scores were treatment effect, environmental sanitation and comfort and other staffs' attitudes. Hospital managers should pay attention to the improvement of treatment level, environmental sanitation and comfort and other staffs' attitudes.

CONCLUSION

In the process of serving outpatients, doctors should pay more attention to patients who are male, 31-45 years old or over 60 years old, permanent residents, from public institutions, possessed postgraduate education, without medical insurance, and who visiting paediatrics and Chinese medicine hospitals.

Correlation Between Patients' Medication Adherence and Their Psychological Contract with Hospital Pharmacists

OBJECTIVE

To investigate the correlation between patients' medication adherence and their psychological contract with hospital pharmacists under the background of the pharmacist-patient relationship, providing a reference for improving the pharmacist-patient relationship and the patients' medication adherence based on the patients' psychological contract with the hospital pharmacists.

MATERIALS AND METHODS

Some of the patients who received medication dispensing service at the outpatient pharmacies at the First Affiliated Hospital of Zunyi Medical University and the Second Affiliated Hospital of Zunyi Medical University were included and investigated as follows: 320 patients were included through the convenient sampling method for psychological contract and medication adherence questionnaire survey with the self-designed scales for patients' psychological contract with the hospital pharmacists and their medication adherence. SPSS 17.0 was used for reliability and validity testing, correlation analysis, and multiple linear regression analysis.

RESULTS

The average score of the psychological contract was 3.80±0.59. The average score of the patients' medication adherence was 2.93±0.70. The patients' psychological contract with the pharmacists and its dimensions (the responsibility of competence, the responsibility of service, and the responsibility of humanistic care) were positively correlated with medication adherence (P<0.05). The results of the multiple linear regression analysis showed that the effect of patients' psychological contract with the pharmacists on medication adherence was statistically significant (P<0.05).

CONCLUSION

Outpatients' psychological contract with the pharmacists is positively correlated with their medication adherence. Maintaining the patients' psychological contract with the pharmacists may be an effective way to improve medication adherence.