Validating a model of patient satisfaction with emergency care

Patient satisfaction is a valuable indicator of health service quality and effectiveness, and it also has an impact on patient recovery.

Thus, this study was performed to investigate the current satisfaction situations of inpatients with their health services, explore whether different populations (with different sexes, occupations, ages, monthly incomes, marital status, and residences) experience different satisfaction levels with the same health services for the same issues, and define the main factors that influenced inpatient satisfaction, especially focusing on the association between the service attitudes of the medical staff (doctors and nurses) and satisfaction.

As a result of this study, it was possible to posit feasible policy suggestions for the purpose of improving hospitalization service quality and increasing inpatient satisfaction levels.

During a retrospective literature analysis, five influencing factors (inpatient demographic characteristics, medical care, nursing care, expenditure, and the hospital environment) showed higher frequencies than other factors, so they were chosen as core research objects.

Most of the previous studies have focused on inpatient satisfaction with doctors’ and nurses’ service skills, but little research has examined the service attitudes of doctors and nurses.

Then, a pilot study (of 50 cases) was conducted using data from inpatients at Shanghai Hospitals to obtain the response rate (92.00%) and the average time required to complete a questionnaire (within 10 minutes).

The results revealed that this questionnaire had good feasibility.A total of 950 questionnaires were distributed, 916 were recovered, and 878 met eligibility standards. The self-administered questionnaire was designed by our research group based on a retrospective literature analysis and was standardized through the work of three relevant specialists.The specialists examined the questionnaire and ensured that it included all of the content to be measured for this study.Additionally, the statistical outcome indicated that doctors’ and nurses’ service attitudes, and expenditure and environment were found to have an impact on the inpatient satisfaction ratings, with odds ratio of 2.43, 3.19, and 2.72, respectively.Conclusion: This study emphasizes the influence of sex of the patients, the service attitudes of the doctors and nurses, and expenditure and environment on inpatient satisfaction.Methods: A cross-sectional investigation was conducted to obtain basic information about inpatient satisfaction, and statistical methods were used to describe and analyze the data.