title: Consumer satisfaction with tertiary healthcare in China: findings from the 2015 China National Patient Survey.
abstract: OBJECTIVE
  This study aims to develop understanding of Chinese patient satisfaction with tertiary hospitals.
  
  
  METHODS
  The study draws on data collected from the 2015 China National Patient Survey. A Likert five-point scale was used to formulate the questionnaires. Descriptive analysis and logistic regression analysis were conducted.
  
  
  METHODS
  A structured questionnaire was used by 1432 interviewers to interview 27 475 outpatients and 19 938 inpatients in 136 tertiary hospitals from 31 provinces.
  
  
  METHODS
  Outpatients in the dispensing area and inpatients in the discharging area were randomly interviewed.
  
  
  METHODS
  Key domains of the questionnaire include the layout of service functions, environment maintenance, process management, quality of care, humane care and the patient-doctor relationship. Within each domain, several indicators were set, and each indicator was given a statement.
  
  
  RESULTS
  The overall satisfaction scores are 4.42 ± 0.68 and 4.67 ± 0.62 for outpatient and inpatient, respectively. The domains with highest satisfaction are 'diagnosis and treatment' for outpatient and 'nursing care' for inpatient. Outpatients were least satisfied with long waiting time, while inpatients were least satisfied with the food. The strongest predictor of overall satisfaction appears to be 'patient-doctor relationship' for both outpatients (OR = 3.53, 95% CI: 3.17-3.92) and inpatients (OR = 7.34, 95% CI: 5.55-9.70).
  
  
  CONCLUSIONS
  Chinese hospitals need to pay more attention to offering more humane care to patients, hospital environment and process management improvement, reducing waiting times for seeing doctors and outpatient testing, and improving amenity services such as better food in the wards.
authors.affiliation: School of Public Health, Chinese Academy of Medical Sciences & Peking Union Medical College, 5 Dongdansantiao, Dongcheng District, Beijing 100730, P.R. China.
authors.forename: Jing
authors.initials: J
authors.lastname: Sun
authors.affiliation: School of Public Health, Chinese Academy of Medical Sciences & Peking Union Medical College, 5 Dongdansantiao, Dongcheng District, Beijing 100730, P.R. China.
authors.forename: Guangyu
authors.initials: G
authors.lastname: Hu
authors.affiliation: Brigham and Women's Hospital, Harvard Medical School, 75 Francis Street, Boston, MA 02115,USA.
authors.forename: Jing
authors.initials: J
authors.lastname: Ma
authors.affiliation: School of Public Health, Chinese Academy of Medical Sciences & Peking Union Medical College, 5 Dongdansantiao, Dongcheng District, Beijing 100730, P.R. China.
authors.forename: Yin
authors.initials: Y
authors.lastname: Chen
authors.affiliation: School of Public Health, Chinese Academy of Medical Sciences & Peking Union Medical College, 5 Dongdansantiao, Dongcheng District, Beijing 100730, P.R. China.
authors.forename: Laiyang
authors.initials: L
authors.lastname: Wu
authors.affiliation: School of Public Health, Chinese Academy of Medical Sciences & Peking Union Medical College, 5 Dongdansantiao, Dongcheng District, Beijing 100730, P.R. China.
authors.forename: Qiannan
authors.initials: Q
authors.lastname: Liu
authors.affiliation: Deerfield Institute, K Wah Center 3703, Middle Huaihai Road 1010, Shanghai 200031, P.R. China.
authors.forename: Jia
authors.initials: J
authors.lastname: Hu
authors.affiliation: Deerfield Institute, K Wah Center 3703, Middle Huaihai Road 1010, Shanghai 200031, P.R. China.
authors.forename: Christine
authors.initials: C
authors.lastname: Livoti
authors.affiliation: School of Public Health, Chinese Academy of Medical Sciences & Peking Union Medical College, 5 Dongdansantiao, Dongcheng District, Beijing 100730, P.R. China.
authors.forename: Yu
authors.initials: Y
authors.lastname: Jiang
authors.affiliation: School of Public Health, Chinese Academy of Medical Sciences & Peking Union Medical College, 5 Dongdansantiao, Dongcheng District, Beijing 100730, P.R. China.
authors.forename: Yuanli
authors.initials: Y
authors.lastname: Liu
mesh_terms: D002681:China; D003430:Cross-Sectional Studies; D005260:Female; D006801:Humans; D007297:Inpatients; D008297:Male; D010045:Outpatients; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D010817:Physician-Patient Relations; D011320:Primary Health Care / Q000191:economics / Q000706:statistics & numerical data*; D011795:Surveys and Questionnaires; D062606:Tertiary Care Centers / Q000706:statistics & numerical data*; D013997:Time Factors
keywords: China; national survey; patient satisfaction; tertiary hospital