Survey of inpatient satisfaction with integrated services in China, a retrospective study.

INTRODUCTION

Patients' satisfaction with a hospital involves an evaluation based on comparison of the medical services provided by the hospital with patients' expectations in relation to their disease and quality of life. Deficiencies in quality can motivate medical institutions to conduct continuous improvement to meet patients' health needs. The importance of measuring and managing patient satisfaction has become increasingly apparent. Integrated Care is a concept bringing together inputs, delivery, management, and organization of services related to diagnosis, treatment, care, rehabilitation, and health promotion. Integration has been proposed as a means to improve the services satisfaction.

METHODS

The article retrospectively included data on satisfaction of patients discharged from hospitals between 2022 and 2023. This study interviewed a total of 43,693. The design of the interviews was based on the indicator database of patient experience from the National Medical Management Centre. The researchers identified three themes and 16 subthemes. Descriptive statistics (means, SDs, and t-tests) were used to summarize satisfaction scores and their annual changes across the 16 subthemes.

RESULTS

The overall scores of the interview topics in 2022 and 2023 were 97.32 ± 1.72 and 97.34 ± 3.49 (P = 0.887), respectively. In the interviews about the patient experience in 2022 and 2023, the three lowest-ranked satisfaction scores were (87.16 ± 3.12 vs. 88.65 ± 4.82; P < 0.001) for caregiver services, (93.02 ± 4.50 vs. 95.59 ± 3.88; P < 0.001) for meals, and (94.97 ± 3.54 vs. 94.35 ± 4.05; P = 0.013) for wards and bathrooms. The satisfaction survey of doctor's respect, listening, nurse's service, pain management, examination, flat car wheelchair were significantly higher in 2023 than in 2022 (P < 0.001). There were no significant differences regarding satisfaction survey on medication notification, health education, and road signs (P > 0.05).

CONCLUSIONS

By focusing on patients' needs, emotions and experiences, we may provide comprehensive care and support and truly respond to the "patient-centred" concept of medical service, which may improve not only medical quality but also the doctor-patient relationship and promotes the development of the medical industry.

RELEVANCE TO CLINICAL PRACTICE: Due to human biological attributes, we will all face health problems in our life and play the role of "patients." We are committed to providing patients with high-level medical services with convenient processes, efficient operation, and symmetric information.