Evaluation of patient experience in county-level public hospitals in China: a multicentred, cross-sectional study
Objectives Patient experience is being widely considered in the evaluation of healthcare service quality, which is a key target for public hospitals under China’s New Healthcare Reform. This study aimed to illustrate patients’ experiences in county-level public hospitals, and identify aspects that n...
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| Format: | Article |
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BMJ Publishing Group
2019-11-01
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| Series: | BMJ Open |
| Online Access: | https://bmjopen.bmj.com/content/9/11/e034225.full |
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| author | Lu Li Rui Min Chunyan Zi Pengqian Fang Biyan Wang Changmin Tang |
| author_facet | Lu Li Rui Min Chunyan Zi Pengqian Fang Biyan Wang Changmin Tang |
| author_sort | Lu Li |
| collection | DOAJ |
| description | Objectives Patient experience is being widely considered in the evaluation of healthcare service quality, which is a key target for public hospitals under China’s New Healthcare Reform. This study aimed to illustrate patients’ experiences in county-level public hospitals, and identify aspects that need to be improved.Setting and participants Between 2016 and 2018, a cross-sectional study with 500 outpatients and 800 inpatients was conducted in 10 county-level public hospitals from Shandong Province, Hubei Province and Chongqing Municipality.Method A three-part questionnaire was used to evaluate patients’ experiences during their visits to hospitals. It comprised a questionnaire for basic information, the Picker Patient Experience (PPE-15) Questionnaire and the overall evaluation (a 3-point Likert scale to express patients’ satisfaction and patient loyalty). Patients’ experiences were classified according to six dimensions (information transmission and patient education, respect for patient preference, emotional support, physical comfort, involvement of family or friends and continuity of medical service). Both univariate and multivariate analyses were performed to evaluate patient experience.Results A total of 1241 valid questionnaires were analysed. The mean PPE-15 score was 41.33 (range, 23–56). The better the patient experience and satisfaction, the higher the patient loyalty (p<0.001). Except for hospital disparities, patients’ age and occupation status had a significant impact on patient experience (p<0.05). Of the six dimensions, the physical comfort score was the highest, while the respect for patient preference score was the lowest. Additionally, a strong correlation was found between the respect for patient preference dimension and patients’ overall satisfaction with their treatment experience.Conclusions Hospital managers and staff members should pay close attention to the preferences of patients and their families to improve patient experience. |
| format | Article |
| id | doaj-art-b84f70a9088c42448de6f9166f9722e6 |
| institution | Kabale University |
| issn | 2044-6055 |
| language | English |
| publishDate | 2019-11-01 |
| publisher | BMJ Publishing Group |
| record_format | Article |
| series | BMJ Open |
| spelling | doaj-art-b84f70a9088c42448de6f9166f9722e62024-11-29T06:50:08ZengBMJ Publishing GroupBMJ Open2044-60552019-11-0191110.1136/bmjopen-2019-034225Evaluation of patient experience in county-level public hospitals in China: a multicentred, cross-sectional studyLu Li0Rui Min1Chunyan Zi2Pengqian Fang3Biyan Wang4Changmin Tang51 Shanghai Ji Ai Genetics and IVF Institute, Obstetrics and Gynecology Hospital, Fudan University, Shanghai, China1 School of Public health, Tongji Medical College, Huazhong University of Science and Technology, Wuhan, China2 School of Medicine and Health Management, Tongji Medical College, Huazhong University of Science and Technology, Wuhan, China3 Tongji Medical College, Huazhong University of Science& Technology, Wuhan, China5 School of Public Health and Management, GuangXi University of Chinese Medicine, Nanning, China6 School of Management, Hubei University of Traditional Chinese Medicine, Wuhan, ChinaObjectives Patient experience is being widely considered in the evaluation of healthcare service quality, which is a key target for public hospitals under China’s New Healthcare Reform. This study aimed to illustrate patients’ experiences in county-level public hospitals, and identify aspects that need to be improved.Setting and participants Between 2016 and 2018, a cross-sectional study with 500 outpatients and 800 inpatients was conducted in 10 county-level public hospitals from Shandong Province, Hubei Province and Chongqing Municipality.Method A three-part questionnaire was used to evaluate patients’ experiences during their visits to hospitals. It comprised a questionnaire for basic information, the Picker Patient Experience (PPE-15) Questionnaire and the overall evaluation (a 3-point Likert scale to express patients’ satisfaction and patient loyalty). Patients’ experiences were classified according to six dimensions (information transmission and patient education, respect for patient preference, emotional support, physical comfort, involvement of family or friends and continuity of medical service). Both univariate and multivariate analyses were performed to evaluate patient experience.Results A total of 1241 valid questionnaires were analysed. The mean PPE-15 score was 41.33 (range, 23–56). The better the patient experience and satisfaction, the higher the patient loyalty (p<0.001). Except for hospital disparities, patients’ age and occupation status had a significant impact on patient experience (p<0.05). Of the six dimensions, the physical comfort score was the highest, while the respect for patient preference score was the lowest. Additionally, a strong correlation was found between the respect for patient preference dimension and patients’ overall satisfaction with their treatment experience.Conclusions Hospital managers and staff members should pay close attention to the preferences of patients and their families to improve patient experience.https://bmjopen.bmj.com/content/9/11/e034225.full |
| spellingShingle | Lu Li Rui Min Chunyan Zi Pengqian Fang Biyan Wang Changmin Tang Evaluation of patient experience in county-level public hospitals in China: a multicentred, cross-sectional study BMJ Open |
| title | Evaluation of patient experience in county-level public hospitals in China: a multicentred, cross-sectional study |
| title_full | Evaluation of patient experience in county-level public hospitals in China: a multicentred, cross-sectional study |
| title_fullStr | Evaluation of patient experience in county-level public hospitals in China: a multicentred, cross-sectional study |
| title_full_unstemmed | Evaluation of patient experience in county-level public hospitals in China: a multicentred, cross-sectional study |
| title_short | Evaluation of patient experience in county-level public hospitals in China: a multicentred, cross-sectional study |
| title_sort | evaluation of patient experience in county level public hospitals in china a multicentred cross sectional study |
| url | https://bmjopen.bmj.com/content/9/11/e034225.full |
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