›› 2013, Vol. 33 ›› Issue (6): 740-.doi: 10.3969/j.issn.1674-8115.2013.06.008

• Monographic report (Health system research) • Previous Articles     Next Articles

Analysis of satisfaction and determinants among out-patients of a county hospital in Guangxi

HOU Jia-le1, KONG Wei2, WU Yan-ming3, LI Zhi-jian4, CAO Jian-tao4, MA Jin5   

  1. 1.Institute of Urban and Population Development Studies, Shanghai Academy of Social Sciences, Shanghai 200020, China; 2.Institutes of Health Sciences, Shanghai Institutes of Biological Sciences, Chinese Academy of Sciences/ Shanghai Jiaotong University School of Medicine, Shanghai 200025, China; 3.Department of Health Service, the Second Military Medical University, Shanghai 200433, China; 4.Antai College of Economics and Management, Shanghai Jiaotong University, Shanghai 200052, China; 5.School of Public Health, Shanghai Jiaotong University, Shanghai 200025, China
  • Online:2013-06-28 Published:2013-06-28
  • Supported by:

    National Development and Reform Commission Foundation, 2011HR01; Shanghai Public Health Key Discipline Construction Project, 12GWZX0601


Objective To investigate the satisfaction and determinants among out-patients of a county hospital in Guangxi. Methods A total of 450 out-patients were randomly selected from Wuming County People's Hospital of Guangxi for the survey on satisfaction. The questionnaire included basic characteristics such as gender, age, household, work status, education, income and insurance, and the evaluation on satisfaction concerned with convenience, waiting time, environment, equipment, technical level, attitude of medical staff, communication with medical staff, therapeutic effect and medical cost. Descriptive analysis, t test, variance analysis and non-conditional Logistic regression were performed to investigate the satisfaction of out-patients and explore the determinants. Results The satisfaction of outpatients was 3.74, and the satisfaction rate was 96.3%. Age<60, employment, unemployment, secondary school education, urban basic health insurance were negative factors of satisfaction of out-patients. Urban and unemployed populations were significantly different from other groups (P<0.05). Conclusion The satisfaction of out-patients with the medical service in the county hospital is relatively higher as a whole, but the satisfaction with waiting time and medical cost is lower. The hospital should take effective measures to reduce the waiting time of out-patients based on characteristics of different departments, and decrease the operation cost with philosophy of cost accounting and information technology.

Key words: county hospital, Guangxi, out-patients, satisfaction, determinants