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Factors Associated with Outpatient Satisfaction in Provincial Tertiary Hospitals in Nanchang, China: A Structural Equation Modeling Approach

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  • Xiaojun Zhou

    (Jiangxi Province Key Laboratory of Preventive Medicine, School of Public Health, Nanchang University, Nanchang 330006, China
    These authors contributed equally to this work.)

  • Qiuwen He

    (Jiangxi Province Key Laboratory of Preventive Medicine, School of Public Health, Nanchang University, Nanchang 330006, China
    These authors contributed equally to this work.)

  • Qi Li

    (Jiangxi Province Key Laboratory of Preventive Medicine, School of Public Health, Nanchang University, Nanchang 330006, China)

  • Jie Kuang

    (Jiangxi Province Key Laboratory of Preventive Medicine, School of Public Health, Nanchang University, Nanchang 330006, China)

  • Yalan Han

    (Library of Nanchang University, Nanchang University, Nanchang 330006, China)

  • Jiayan Chen

    (Jiangxi Province Key Laboratory of Preventive Medicine, School of Public Health, Nanchang University, Nanchang 330006, China)

Abstract

Outpatient satisfaction is important in evaluating the performance of tertiary public hospitals in China. However, only a few studies have examined the interaction between outpatient satisfaction and its related factors. This study aimed to explore the relationship between patient satisfaction and its related factors in provincial tertiary hospitals. Six hundred outpatients in three provincial tertiary hospitals in Nanchang, China, were randomly selected. Structural equation modeling was used to analyze the relationship of the factors associated with outpatient satisfaction. The conceptual model fitted the data well ( χ 2 / df = 4.367, CFI = 0.951, TLI = 0.937, SRMR = 0.055, RMSEA = 0.075), with all the path coefficients being statistically significant ( p < 0.001). The environment and facilities showed the most significant influence on outpatient satisfaction (standardized total effect = 0.389), followed by the quality of diagnosis and treatment (standardized total effect = 0.235). The waiting time for medical services showed a partial mediation effect of 0.077 between the environment and facilities and outpatient satisfaction. The study indicates that targeted measures should be taken to improve the amenities of hospitals and shorten the waiting time for medical services, thus further improving outpatients’ medical experience.

Suggested Citation

  • Xiaojun Zhou & Qiuwen He & Qi Li & Jie Kuang & Yalan Han & Jiayan Chen, 2022. "Factors Associated with Outpatient Satisfaction in Provincial Tertiary Hospitals in Nanchang, China: A Structural Equation Modeling Approach," IJERPH, MDPI, vol. 19(14), pages 1-11, July.
    • Handle: RePEc:gam:jijerp:v:19:y:2022:i:14:p:8226-:d:856504
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    References listed on IDEAS

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    1. Yuping Li & Weijuan Gong & Xiang Kong & Olaf Mueller & Guangyu Lu, 2020. "Factors Associated with Outpatient Satisfaction in Tertiary Hospitals in China: A Systematic Review," IJERPH, MDPI, vol. 17(19), pages 1-29, September.
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