Satisfaction influencing factor analysis of outpatients with different registration approaches / 中华医院管理杂志

ABSTRACT

Objective To learn the satisfaction influencing factors of outpatients with different registration approaches, in order to improve outpatient registration and appointment services at hospitals. Methods The composition of outpatients with different registration approaches was analyzed based on the outpatient survey results of the third party evaluation of the National Healthcare Improvement Initiative(2016-2017).Binary multivariate logistic regression analysis was conducted for outpatients with appointment and service counter registration approaches respectively, to analyze the influencing factors of outpatient satisfaction.Results Among the validated respondents, 16 588 cases(56.99%)were registered at the service counter, only 12 517 cases(43.01%)had prior appointment.Outpatients in eastern region hospitals had a higher rate of appointment registration than in western regions.Except in maternal and child hospitals,the outpatients in general hospitals,traditional Chinese medicine hospitals and specialty hospitals still tend to register at the service counter.The satisfaction of outpatients registered at service counters was significantly lower than those with appointment(P<0.05).With control of the social and demographic characteristics of outpatients, medical experiences were the common statistically significant positive influencing factor of the overall satisfaction for outpatients registered via both service counters and appointment(P <0.001), while waiting time ranked their common statistically significant negative satisfaction influencing factor(P<0.001).Conclusions The overall satisfaction of the outpatients with appointment was higher than that of the outpatients registered at service counters.Appointment registration is to be further promoted at large tertiary hospitals in China.