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Patient Satisfaction with Community Health Service Centers as Gatekeepers and the Influencing Factors: A Cross-Sectional Study in Shenzhen, China

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Listed:
  • Jiang Wu
  • Shengchao Zhang
  • Huiqing Chen
  • Yingyu Lin
  • Xiaoxin Dong
  • Xiaoxu Yin
  • Zuxun Lu
  • Shiyi Cao

Abstract

Purpose: Shenzhen is the first pilot city in China implementing the gatekeeper policy, with community health service (CHS) centers as the gatekeepers. We aim to investigate patient satisfaction with this policy and its influencing factors in Shenzhen. Methods: 3,848 patients visiting eight CHS centers in Shenzhen of China between May 1 and July 28, 2013 were recruited. We interviewed them using a structured questionnaire to investigate their satisfaction with the gatekeeper policy of CHS. Multivariable logistic regression models were used to identify influencing factors. Results: Of the respondents, 28.17%, 47.27% and 24.56% were satisfied with, neutral to, and not satisfied with the gatekeeper policy respectively. Patient satisfaction with this policy was found to be associated with education level, familiarity with the policy, referral experience, satisfaction with convenience of seeing a doctor, satisfaction with waiting time, satisfaction with medical facility, satisfaction with general medical practitioners’ professional skill, and proportion of expense reimbursed. Conclusions: Our investigation shows that patient satisfaction with the gatekeeper policy was low. To improve patient satisfaction, efforts should be made to increase the convenience of seeing a doctor in community, shorten waiting time, improve general medical practitioners’ professional skill, and increase proportion of expense reimbursement.

Suggested Citation

  • Jiang Wu & Shengchao Zhang & Huiqing Chen & Yingyu Lin & Xiaoxin Dong & Xiaoxu Yin & Zuxun Lu & Shiyi Cao, 2016. "Patient Satisfaction with Community Health Service Centers as Gatekeepers and the Influencing Factors: A Cross-Sectional Study in Shenzhen, China," PLOS ONE, Public Library of Science, vol. 11(8), pages 1-9, August.
    • Handle: RePEc:plo:pone00:0161683
    DOI: 10.1371/journal.pone.0161683
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    References listed on IDEAS

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    1. Perneger, T.V. & Etter, J.-F. & Rougemont, A., 1996. "Switching Swiss enrollees from indemnity health insurance to managed care: The effect on health status and satisfaction with care," American Journal of Public Health, American Public Health Association, vol. 86(3), pages 388-393.
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    Cited by:

    1. Yinghao Lv & Qiang Fu & Xiao Shen & Erping Jia & Xianglin Li & Yingying Peng & Jinghong Yan & Mingzhu Jiang & Juyang Xiong, 2020. "Treatment Preferences of Residents Assumed to Have Severe Chronic Diseases in China: A Discrete Choice Experiment," IJERPH, MDPI, vol. 17(22), pages 1-10, November.
    2. Li Zhang & Qian Zhang & Xinru Li & Weiya Shao & Jingyu Ma & Ruijie Zhang & Angdi Zhou & Jinghua Li, 2022. "The effect of patient perceived involvement on patient loyalty in primary care: The mediating role of patient satisfaction and the moderating role of the family doctor contract service," International Journal of Health Planning and Management, Wiley Blackwell, vol. 37(2), pages 734-754, March.
    3. Li, Bo & Chen, Juan & Howard, Natasha, 2023. "Community nursing delivery in urban China: A social power perspective," Social Science & Medicine, Elsevier, vol. 326(C).
    4. Hai Gu & Hua You & Zhiwen Yan & Nichao Yang & Yun Kou & Jun Sun & Ting Yu & Ning Zhang, 2018. "Determinants of the utilization of postpartum family visits: Evidence from rural areas of Eastern China," PLOS ONE, Public Library of Science, vol. 13(3), pages 1-12, March.
    5. Lu, Wei & Hou, Hongli & Ma, Rui & Chen, Haotian & Zhang, Ran & Cui, Fangfang & Zhang, Qian & Gao, Yacong & Wang, Xinpu & Bu, Caihong & Zhao, Jie & Zhai, Yunkai, 2021. "Influencing factors of patient satisfaction in teleconsultation: A cross-sectional study," Technological Forecasting and Social Change, Elsevier, vol. 168(C).
    6. Jinlin Liu & Ying Mao, 2019. "Patient Satisfaction with Rural Medical Services: A Cross-Sectional Survey in 11 Western Provinces in China," IJERPH, MDPI, vol. 16(20), pages 1-15, October.
    7. Abid Hussain & Muhammad Asif & Arif Jameel & Jinsoo Hwang & Noman Sahito & Shahida Kanwel, 2019. "Promoting OPD Patient Satisfaction through Different Healthcare Determinants: A Study of Public Sector Hospitals," IJERPH, MDPI, vol. 16(19), pages 1-12, October.

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