Factors affecting patient satisfaction with ecdemic medical care: a cross-sectional study in Nanchang, China

Xiaojun Liu,1,2 Hanson Lu,3 Yanan Wang,1 Wenjie Wang,1 Zhaoxun Hou,1 Anran Tan,2,4 Zongfu Mao1,2 1School of Health Sciences, Wuhan University, Wuhan, China; 2Global Health Institute, Wuhan University, Wuhan, China; 3University of Chicago, Chicago, IL, USA; 4Global Health Research Center, Duke Kunshan University, Kunshan, China Purpose: This study aimed to determine the factors that influence patient satisfaction with ecdemic medical care. Materials and methods: Eight hundred and forty-four face-to-face interviews were conducted between October and November 2017 in two high-profile hospitals in Nanchang, China. Patient satisfaction was divided into lowest and highest satisfaction groups according the 80/20 rule. Demographic factors associated with patient satisfaction were identified by logistic regression models. Results: Respondents’ main reasons for choosing a non-local hospital were “high level of medical treatment” (581/844), “good reputation of the hospital” (533/844), and “advanced medical equipment” (417/844). The top three items that dissatisfied the ecdemic patients were “long time to wait for treatment” (553/844), “complicated formalities” (307/844), and “poor overall service attitude” (288/844). Fewer female patients (adjusted odds ratio [AOR] =1.47, 95% confidence interval [CI] =1.03–2.11), patients with a family per-capita monthly income (FPMI) between 3,001 and 5,000 CNY (AOR =1.40, 95% CI =1.01–2.17), inpatients (AOR =1.46, 95% CI =1.01–2.13), and more patients with an FPMI >7,000 CNY (AOR =0.43, 95% CI =0.20–0.92) were detected in the lowest satisfaction group. Fewer patients with an associate’s or bachelor’s degree (AOR =2.40, 95% CI =1.37–4.20) and patients with an FPMI >7,000 CNY (AOR =3.02, 95% CI =1.10–8.33) were detected in the highest satisfaction group. Moreover, more inpatients (AOR =0.70, 95% CI =0.54–0.97) and those aged 46–65 years (AOR =0.63, 95% CI =0.33–0.98) were detected in the highest satisfaction group. Conclusion: Findings suggested that managers of the medical facilities should note the importance of increasing their publicity through a rapidly developing media, as well as the necessity of creating a more patient-friendly medical care experience. Hospitals should also focus on the medical care experience of patients with relatively lower and higher income levels, male ecdemic patients, and ecdemic outpatients. Keywords: patient satisfaction, ecdemic medical care, ecdemic patients, the 80/20 rul