IDEAS home Printed from https://ideas.repec.org/a/eee/hepoli/v90y2009i1p66-72.html
   My bibliography  Save this article

Perceived quality of communication amongst outpatients in western and traditional Chinese medicine clinics in a Chinese population

Author

Listed:
  • Chung, Vincent Chi Ho
  • Lau, Chun Hong
  • Wong, Eric Ming Chung
  • Yeoh, Eng Kiong
  • Griffiths, Sian Meryl

Abstract

Objective This study investigates differences in perceived communication by patients of the quality of outpatient episodes in an urban Chinese population.Methods A representative, population based survey was conducted in Hong Kong, China. A random sample of respondents aged >15 years who had received outpatient care the 30 days previous to enumeration were invited to evaluate communication with their doctors and the overall quality of their latest consultation.Results The majority thought that their clinicians were listening carefully (93.5%), explaining clearly (93.1%), expressing appropriate respect (93.8%), and were allocating sufficient time for consultation (89.5%). 97.6% gave 5-10 points out of 10 for overall healthcare quality. Compared to users of private western medicine (WM) services, multivariate analysis showed that traditional Chinese medicine (TCM) patients were more likely to rate their clinicians highly for listening skills but low for respect. Users of WM public services were more likely to be dissatisfied with all evaluated aspects. Favourable ratings were more likely to be expressed by those who are older, less educated, and those who paid by indemnity insurance.Conclusions We have highlighted three unique observations: first, patients' perception of clinician-patient communication in out patients differs between WM and TCM. Second, patients who used public WM services rate the quality of their visits lower than those in the private WM sector. Lastly, we have observed a negative association between higher education background and satisfaction level. Further researches are warranted.

Suggested Citation

  • Chung, Vincent Chi Ho & Lau, Chun Hong & Wong, Eric Ming Chung & Yeoh, Eng Kiong & Griffiths, Sian Meryl, 2009. "Perceived quality of communication amongst outpatients in western and traditional Chinese medicine clinics in a Chinese population," Health Policy, Elsevier, vol. 90(1), pages 66-72, April.
    • Handle: RePEc:eee:hepoli:v:90:y:2009:i:1:p:66-72
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0168-8510(08)00208-X
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Jackson, Jeffrey L. & Chamberlin, Judith & Kroenke, Kurt, 2001. "Predictors of patient satisfaction," Social Science & Medicine, Elsevier, vol. 52(4), pages 609-620, February.
    2. Wensing, Michel & Jung, Hans Peter & Mainz, Jan & Olesen, Frede & Grol, Richard, 1998. "A systematic review of the literature on patient priorities for general practice care. Part 1: Description of the research domain," Social Science & Medicine, Elsevier, vol. 47(10), pages 1573-1588, November.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Anand Chand & Suwastika Naidu, 2017. "Health Care Service Quality and Availability of Skilled Health Workforce: A Panel Data Modelling of the UK, USA and Israel," Modern Applied Science, Canadian Center of Science and Education, vol. 11(10), pages 152-152, October.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Hekkert, Karin Dorieke & Cihangir, Sezgin & Kleefstra, Sophia Martine & van den Berg, Bernard & Kool, Rudolf Bertijn, 2009. "Patient satisfaction revisited: A multilevel approach," Social Science & Medicine, Elsevier, vol. 69(1), pages 68-75, July.
    2. Chen, Yi & Ding, Shuai & Zheng, Handong & Zhang, Youtao & Yang, Shanlin, 2018. "Exploring diffusion strategies for mHealth promotion using evolutionary game model," Applied Mathematics and Computation, Elsevier, vol. 336(C), pages 148-161.
    3. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.
    4. Ashill, Nicholas J. & Rod, Michel, 2011. "Burnout processes in non-clinical health service encounters," Journal of Business Research, Elsevier, vol. 64(10), pages 1116-1127, October.
    5. Sunil Shrestha & Binaya Sapkota & Santosh Thapa & Bhuvan K. C. & Saval Khanal, 2020. "Translation, cross-cultural adaptation and validation of Patient Satisfaction with Pharmacist Services Questionnaire (PSPSQ 2.0) into the Nepalese version in a community settings," PLOS ONE, Public Library of Science, vol. 15(10), pages 1-15, October.
    6. Chen, Chi-Chen & Cheng, Shou-Hsia, 2023. "Does continuity of care improve patient satisfaction? An instrumental variable approach," Health Policy, Elsevier, vol. 130(C).
    7. Jiaqi Chen & Song Xu & Jing Gao, 2020. "The Mixed Effect of China’s New Health Care Reform on Health Insurance Coverage and the Efficiency of Health Service Utilisation: A Longitudinal Approach," IJERPH, MDPI, vol. 17(5), pages 1-13, March.
    8. Bramesfeld, Anke & Klippel, Ulrike & Seidel, Gabriele & Schwartz, Friedrich W. & Dierks, Marie-Luise, 2007. "How do patients expect the mental health service system to act? Testing the WHO responsiveness concept for its appropriateness in mental health care," Social Science & Medicine, Elsevier, vol. 65(5), pages 880-889, September.
    9. Thekla J. Grötz & Lisa Zöll & Anke Hollinderbäumer & Thomas Nowak & Tamara Zajontz & Lina Behling & Sabine Fischbeck & Uwe Schmidt & James Deschner, 2023. "Effect of a One-Time Communication Training Session on Dental Students’ Self-Efficacy Expectancy," IJERPH, MDPI, vol. 20(4), pages 1-8, February.
    10. Das, Jishnu & Sohnesen, Thomas Pave, 2006. "Patient satisfaction, doctor effort, and interview location : evidence from Paraguay," Policy Research Working Paper Series 4086, The World Bank.
    11. Jensen, Hanne Irene & Ammentorp, Jette & Kofoed, Poul-Erik, 2010. "User satisfaction is influenced by the interval between a health care service and the assessment of the service," Social Science & Medicine, Elsevier, vol. 70(12), pages 1882-1887, June.
    12. Noorhidayu Monyati Mohamed Noor & Mohd Ismail Ibrahim & Suhaily Mohd Hairon & Maizun Mohd Zain & Mohd Saiful Nazri Satiman, 2023. "Predictors of Healthcare Workers’ Compassionate Care Amid the COVID-19 Pandemic: A Cross-Sectional Study from Patients’ Perspective in Kelantan, Malaysia," IJERPH, MDPI, vol. 20(2), pages 1-15, January.
    13. Pazoki, Mostafa & Samarghandi, Hamed, 2021. "Regulating patient care in walk-in clinics," Omega, Elsevier, vol. 99(C).
    14. Wenhua Wang & Elizabeth Maitland & Stephen Nicholas & Jeannie Haggerty, 2019. "Determinants of Overall Satisfaction with Public Clinics in Rural China: Interpersonal Care Quality and Treatment Outcome," IJERPH, MDPI, vol. 16(5), pages 1-12, February.
    15. Le, Nga & Groot, Wim & Tomini, Sonila & Tomini, Florian, 2018. "Health insurance and patient satisfaction: Evidence from the poorest regions of Vietnam," MERIT Working Papers 2018-040, United Nations University - Maastricht Economic and Social Research Institute on Innovation and Technology (MERIT).
    16. Bikker, Annemieke P. & Thompson, Andrew G.H., 2006. "Predicting and comparing patient satisfaction in four different modes of health care across a nation," Social Science & Medicine, Elsevier, vol. 63(6), pages 1671-1683, September.
    17. Azusa Sato & Joan Costa-Font, 2014. "The Hedonic Procedural Effect of Traditional Medicines," Journal of Happiness Studies, Springer, vol. 15(5), pages 1061-1084, October.
    18. Meron Hirpa & Tinsay Woreta & Hilena Addis & Sosena Kebede, 2020. "What matters to patients? A timely question for value-based care," PLOS ONE, Public Library of Science, vol. 15(7), pages 1-16, July.
    19. Wenhua Wang & Jeannie Haggerty & Ekaterina (Katya) Loban & Xiaoyun Liu, 2019. "Evaluating Primary Health Care Performance from User Perspective in China: Review of Survey Instruments and Implementation Issues," IJERPH, MDPI, vol. 16(6), pages 1-14, March.
    20. Andriy Danyliv & Milena Pavlova & Irena Gryga & Wim Groot, 2015. "Preferences for physician services in Ukraine: a discrete choice experiment," International Journal of Health Planning and Management, Wiley Blackwell, vol. 30(4), pages 346-365, October.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:hepoli:v:90:y:2009:i:1:p:66-72. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu or the person in charge (email available below). General contact details of provider: http://www.elsevier.com/locate/healthpol .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.