Abstract:

Objective To analyze the influencing factors of treatment satisfaction of patients with hepatitis B and the responsiveness of health systems. Methods A total of 512 patients (349 outpatients and 163 inpatients) with hepatitis B from August to December, 2012 in Zhangjiagang city, Danyang city, and Taixing city were selected. Health system responsiveness scale designed by the World Health Organization and self-designed satisfaction questionnaire were used. Patients were surveyed for the treatment satisfaction (queuing satisfaction, medical environment satisfaction, facilities satisfaction, medical service satisfaction, medical expense satisfaction, technical level satisfaction, and infectious disease service satisfaction) and responsiveness of health systems (dignity, confidentiality, communication, selectiveness, autonomy, timeliness, and infrastructure). The influencing factors were analyzed by the multiple linear stepwise regression analysis. Results For the responsiveness of health systems, the confidentiality was recognized, but the score of timeliness was low. For the treatment satisfaction, there was no significant influence of demographic characteristics and the medical expense was the most important factor that influenced the overall satisfaction. Outpatients paid more attention to the diagnosis technologies, while inpatients paid more attention to the medical environment. Conclusion The confidentiality of patients with hepatitis B is effectively ensured. But waiting time should be reduced; medical expenses should be reasonably controlled; and medical environment should be improved for increasing the satisfaction of patients.

Key words: viral B hepatitis, patient satisfaction, responsiveness of health system