Design of a satisfaction evaluation indicator system based on patients' experience of medical services

Purpose - The purpose of this study is to examine whether a psychological concept enhances healthcare users’ service experience. Specifically, the study proposes and empirically examines a model of perceived control in which the user’s sense of control is postulated as exerting positive influences upon his/her motivation, self-efficacy associated with his/her role as a patient, and satisfaction with his/her medical service experience. Methodology - Data were collected by a professional research company, using an online survey method. Participants of the study included adults nineteen years or older who had visited a medical service institute at least once during the previous one-year period. For the test of the research hypotheses, structural equation modeling using AMOS was used. Findings - Findings of this study denote a unique insight into the users’ comprehension of medical service experiences and their behaviors. First, the concept of perceived control is identified as a factor that enhances the quality of individuals’ medical service experiences. A sense of control directly influences medical users’ self-efficacy to comply with doctor’s recommendations, their motivation to comply with doctor’s recommendations, and their satisfaction with the medical service experience. Second, one’s perceived self-efficacy is found to exert positive influences upon both motivation and satisfaction. Third, one’s motivation to comply with the doctor’s recommendation is found to exert a positive influence upon one’s satisfaction. Additionally, perceived control is found to exert an indirect influence upon medical service users’ satisfaction through the mediation of both self-efficacy and motivation. Research Implications - The findings of the study support the notion that perception of control among medial service users enhances their service experience as patients. The main thrust of this study suggests that it is necessary for healthcare practitioners to consider implementing service encounter strategies that purposefully enhance the sense of control among their patients. The identification of significant inter-relationships among perceived control, motivation, self-efficacy, and satisfaction among medical service customers should also serve as a meaningful seed for further research pursuits.

Medical services in large hospitals are organized to make available the most advanced diagnostic and therapeutic techniques for patient treatment; they are not, however, organized to provide opportunities for direct communications among physicians, patients, and nursing staff. Yet the need for such communications increases with continuing technological changes, increasing medical specialization, and complexity of treatments. Organizational Factors.— In the modern hospital, medical care is a complicated process which involves physicians in a heavy schedule of patient rounds, diagnostic conferencss, and consultations with other physicians. In teaching hospitals, particularly, each specialty section is concerned not only with research and the care of patients, but also with training members of the house staff and with teaching and supervising medical students. In effect, medical services in hospitals used for teaching are organized to achieve multiple aims, and the work is accomplished through a complex network of individuals with dissimilar amounts of experience and

This study aims to investigate the factors influencing residents' healthcare utilization behavior and provide a scientific basis for enhancing the overall efficiency of healthcare utilization. A comprehensive analysis was conducted using data from the China General Social Survey (CGSS) project. Exploratory Factor Analysis (EFA) and Structural Equation Modeling (SEM) were utilized to examine the influences and interrelationships of the three core factors of the Andersen Healthcare Utilization Model (Predisposing Factors, Enabling Resources, and Need), as well as the two extended factors (health behaviors and Medical-service Experience), on residents' decisions regarding the utilization of healthcare services. A total of 2,230 participants were enrolled in this study. Most were male (55.74%), were married (85.38%), and had junior- and senior-high school educations (45.29%). Mean age was 52.39 years, and 56.32% of participants reported an annual income of <30,000 RMB. EFA distilled influencing factors into four domains: Predisposing and Enabling, Need, Health Behaviors, and Medical-service Experience. The results of the revised SEM indicated that the influence coefficients of Predisposing and Enabling, Need, and Medical-service Experience on Decision to Utilize Health Services (DUHS) were 0.095, -0.104, and 0.093 respectively. Mediation effect test results demonstrated that the indirect effects of Predisposing and Enabling, Need, and Health Behaviors on DUHS were -0.098, 0.024, and -0.017, respectively, all of which were statistically significant. Finally, the fit indices of the modified model indicated an acceptable model fit. This study showed that unmarried individuals with lower income and job instability exhibit reduced healthcare utilization due to economic barriers and lack of social support. Furthermore, medical service experience is another crucial factor affecting health service utilization. Notably, our findings suggest the need for targeted interventions, including enhanced insurance coverage, improving the quality of medical services and health education campaigns to mitigate disparities in access to health services.

In order to improve the users’ medical service experience and the efficiency of medical treatment, a model for mobile health application has made, including one target layer, 10 principal layers and 46 index layers through the reviewing literature and questionnaire. And to get the importance of index, the biggest mobile health application in China named Chunyuyisheng has been calculated by AHP-fuzzy comprehensive evaluation. As is shown, most people had a positive effect on the Chunyuyisheng. But it needs to make more effort in marketing strategy, use of special groups, information auditing and the accessibility of other device. If the mobile health application wants to develop further, it should make more progress in these areas so as to improve the quality of e-health services more effectively and the health condition of the users.

The development of information technology has become an important need in all fields. This also applies to companies operating in the health sector. Technological developments in the world of health services have had a huge impact, because in the health sector it is now mandatory to use information systems to streamline operational processes. The health information system is an integrated system that is capable of managing public data and information (government, community and private) at all levels of government to support effective health development systematically. The need for accurate data/information is increasing, but it seems that the current information system is still unable to provide accurate, complete and timely data. The research methodology used at this research stage begins with analysis to find the main problems and solutions that will be implemented, the system design will be created using Data Flow Diagram (DFD) and Entity Relationship Diagram (ERD) data. can improve the performance and experience of medical services at Clinic XYZ.

Prenatal examination behavior of Southeast Asian pregnant women in Taiwan: A questionnaire survey

The objective of this study was to explore women's personal experiences of living with vaginal agenesis to gain insight in to psychological, social and emotional consequences of diagnosis and treatment. It employed interpretative phenomenological analysis for an in-depth exploratory study of a small sample of women with vaginal agenesis. The verbatim transcripts of semi-structured interviews with seven women diagnosed with vaginal agenesis were used as data for an interpretative phenomenological analysis. Four themes emerged which are described under the following headings: dealing with loss, the experience of medical services, sharing with others, and the role of time. Participants struggled to understand the meaning of their diagnosis and to incorporate it in to a new sense of self. Contact with medical services generally enhanced feelings of uncertainty and isolation. Emotional distress was managed through cognitive strategies and choices about disclosure to others. Participants described how the experience of their loss recurred over time in different ways depending on the salience of their sexual and reproductive identities. Some implications for health care professionals are discussed.

Results: With respect to the carers’ relationship with the donor, seven carers who participated in the interview were spouses (30.4%), six were parents (26.0%), three were offspring (13.0%), and seven were siblings (30.4%). Ten of the decision makers (43.4%) were not legal priority holders. Twenty-two interviewees (95.6%) experienced no regret for their decision to go through with the donation. Fifteen participants (65.1%) were willing to donate their own organs in case of brain death, and the favorability towards organ donation was significantly related to the satisfaction with their experience of medical services during the process of organ donation. Conclusions: Organ donation after brain death is still viewed favorably by carers even after the bereavement period. Positive attitude and favorability toward organ donation were significantly related to the satisfaction with the medical service. We suggest interventions to improve the quality of medical services in order to promote organ donation.

Purpose: This study evaluates the relationship between previous experience in emergency medicine services (EMS), as an emergency medicine technician (EMT) or paramedic, and initial physician assistant (PA) employment in emergency medicine and surgery. Method: Using a cohort of students from four masters degree programs, data were extracted retrospectively from the student’s admission files and alumni records. Results: There were 283 subjects reviewed for the study. Fifty-six (19.7%) graduates had emergency medical services (EMS) experience while 227 (80.3%) had no EMS experience. There was no difference between the two groups in the rates of employment in surgery (p=0.4) and when emergency medicine and surgery were combined. (p=0.7). There was a statistically significant difference between the two groups in their rates of initial employment in emergency medicine (p=0.01). Conclusion: While not predictive, there is a statistically significant relationship between prior EMS experience and initial PA practice in emergency medicine.

Purpose - This study attempted to construct and validate a structural model of the relationship between the quality of medical services, perceived risk, reputation and customer satisfaction, which is the main concept of the relationship between large hospitals as well as small and medium hospitals and medical consumers. Through this verification, the small and medium hospitals are to find the way for wise coping in competitive situation with large hospitals. Research design, data, and methodology - This research developed a hypothesis by constructing a structural equation that reaches the satisfaction and the relationship between reputation of perceived risk and perceived risk of service quality perceptions of customers of small and medium hospitals. Research data were collected through a questionnaire survey of respondents who had medical service experience from small and medium hospital. A total data of 252 respondents were used as the sample for the final analysis and analyzed using SPSS 23.0 and AMOS 23. Results - As a result, the relationship of quality of medical service, reputation, and customer satisfaction among small and medium hospitals was consistent with the results of precedent studies, and the perceived risk has a significant impact on reputation, so the greater the perceived risk, the higher the preference for reputable medical institutions as large hospitals. In addition, it was found that the direct route from perceived risk to customer satisfaction was not significant, and reputation was found to have a full mediating effect on perceived risk and customer satisfaction. Customers who use small and medium hospitals prefer to use reputable medical institutions if their perceived risk is high, which is different from risk perception when specific targets are specified. Conclusions - In terms of the effect from customer satisfaction, not only the path of perceived risk &#x2192; reputation &#x2192; customer satisfaction, but also the quality of service quality &#x2192; reputation &#x2192; customer satisfaction. These findings suggest that small and medium hospitals are appropriately responding to competition with large hospitals, rather than focusing on the perceived risks and reputation of customers in establishing and utilizing competitive strategies to create new customers and preserve existing customers.

The purpose of this study is to investigate the structural causality between constructive concepts such as cognitive experience, affective experience, behavioral experience, service trust, service commitment, and service loyalty in Mongolian medical services setting, and then explains the causal role of affective commitment. To this end, the research hypothesis was verified using by structural equation modeling through SPSS 23.0 and AMOS 20.0 statistical packages. Result revealed that first, cognitive experience had a positive influence on service commitment, but service trust did not affect service commitment. Second, behavioral experience had a positive influence on service trust but not on service commitment. Third, affective experience had a positive effect on all relationship quality factors such as service trust and service commitment. Fourth, service trust had a positive effect on service commitment but did not affect service loyalty. Finally, service commitment has a positive effect on service loyalty. Therefore, medical service providers or marketers of Mongolian hospitals’ can increase the level of trust in medical services by providing users with emotional and behaviorally superior services and experience cognitive and emotional superior services. The relationship quality between the service provider and the consumer should be strengthened. In addition, it is necessary to plan and execute marketing strategies and tactics to increase service loyalty by motivating customers who have high confidence in medical service to be immersed in service.

BackgroundWe assessed inpatient perceived shared decision making (SDM) and tested the association of SDM with inpatient satisfaction in public tertiary hospitals in Shanghai, China.MethodsA cross-sectional survey of 2585 inpatients in 47 public tertiary hospitals in Shanghai in July and August 2018 was conducted. We assessed overall SDM and 4 aspects of SDM and tested the factors influencing SDM and the association of SDM with patient satisfaction (patient satisfaction with physician services, medical expenses, outcomes and overall inpatient care), by adopting linear or two-level regression models.ResultsThe positive response rate (PRR) and high positive response rate (HPRR) to overall SDM among the inpatients of public tertiary hospitals in Shanghai were relatively high (95.30% and 87.86%, respectively), while the HPRR to “My physician informed me of different treatment alternatives” was relatively low (80.09%). In addition, the inpatients who underwent surgery during admission had higher HPRRs and adjusted HPRRs to overall SDM than those who did not undergo surgery. The study showed that the adjusted high satisfaction rates (HSRs) with physician services, medical expenses, outcomes and overall inpatient care among the inpatients with high level of overall SDM were higher (96.50%, 68.44%, 89.50% and 92.60%) than those among the inpatients without a high level of overall SDM (71.77%, 35.19%, 57.30% and 67.49%). The greatest differences in the adjusted HSRs between the inpatients with and without a high level of SDM were found in inpatient satisfaction with medical expenses and informed consent in SDM. Moreover, 46.22% of the variances in the HSRs with overall inpatient care across the hospitals were attributed to the hospital type (general hospitals vs. specialty hospitals).ConclusionsInpatient PRRs and HPRRs to SDM in public tertiary hospitals in Shanghai are relatively high overall but lower to information regarding alternatives. SDM can be affected by the SDM preference of both the patients and physicians and medical condition. Patient satisfaction can be improved through better SDM and should be committed at the hospital level.

The concept of servicing maintenance implies implementation of routine technical inspection, checkup and carrying out of repair work applying spare parts and accessories. In conditions of increasing sanctions pressure, organization of supplies of component parts and accessories became complicated. As a result, delivery time and cost of such component parts increased. Because of the fact that most of medical equipment on balance sheet of medical institutions is imported, current situation affected process of servicing maintenance of medical equipment used in routine medical services in hospitals and polyclinics. Actually, main regulations of technical servicing of medical devices are established by single state standard specifying category of medical device that includes such types of goods as medical technique and medical equipment. Along with this, above-mentioned document contains enumeration of works related to servicing maintenance: unscheduled and periodic technical maintenance and diagnostics, control of technical condition, installation, dismantling, tooling, repair work. From numbered enumeration of realizing works follows that their implementation requires usage of complementary depot units and accessories, which, according to requirements of legislation in action, are to be provided from foreign builder. Consequently, such an order, in view of established circumstances, is significantly burdened by measures of sanctions impact. Whereas, vast majority of different medical institutions run into problems of organization of servicing maintenance of medical equipment on the balance sheet. Such a situation requires permission at legislative level, since at present time carrying out servicing maintenance is allowed only with consideration of usage of original components. Therefore, establishment of separate procedure of usage of analog component parts would be a constructive solution of revealed problematic aspect.

The authors examined the impact of the October 7, 2023, attack on Israel on individuals receiving community-based psychiatric rehabilitation services, a population highly vulnerable to disruptions in structured mental health support. Data were obtained from the Israeli Psychiatric Rehabilitation Patient-Reported Outcome Measurement program. A total of 19,461 rehabilitation service recipients completed self-report questionnaires between January 2023 and September 2024. Respondents were categorized by geographic risk based on evacuation status and proximity to conflict zones. The outcome domains assessed included goal setting, community involvement, general medical health, service experience, and quality of life. Analyses were conducted across four periods and three levels of exposure. Significant temporal and regional differences in the studied variables were observed. In high-risk southern areas, goal setting significantly (p=0.011) declined immediately after the attack but rebounded within months. In contrast, service recipients in high-risk northern areas had a significant increase in goal setting (from 91% to 96%, p=0.011). Community involvement tended to decrease in the southern region (from 32.1% to 27.1%) but significantly improved in the north (reaching a score of 3.12, p=0.014). Scores on service experience and quality of life fluctuated significantly in high-risk areas, with signs of recovery and improvement over time. These findings indicate both vulnerability and resilience among recipients of psychiatric rehabilitation services during wartime. The results underscore the importance of adaptable, community-based mental health rehabilitation systems and support the development of policies focused on service continuity, preparedness, and psychosocial recovery in conflict-exposed regions.

ZusammenfassungHintergrund und ZielAngriffe gegen Rettungsdienstpersonal werden zwar medial und politisch vermehrt diskutiert, was sich auch in politischen Initiativen und Gesetzesänderungen widerspiegelt, die wissenschaftliche Studienlage in Deutschland ist allerdings noch lückenhaft und zeichnet insbesondere hinsichtlich der Prävalenzen solcher Vorfälle kein einheitliches Bild. Der vorliegende Artikel widmet sich einerseits den Prävalenzen, andererseits werden situative Eskalationsfaktoren sowie Folgen der Vorfälle und Wünsche der Einsatzkräfte in Bezug auf Angriffe dargelegt.MethodenMittels eines Mixed-Methods-Ansatzes, der eine Langzeitbefragung zu den Häufigkeiten von Gewaltdelikten in Form eines Onlinefragebogens und qualitative Interviews mit Expert*innen und Betroffenen umfasst, wurde Rettungsdienstpersonal im Zeitraum von Mai bis August 2021 befragt.ErgebnisseEs zeigt sich, dass Angriffe, insbesondere verbaler Art, zum Arbeitsalltag von Rettungsdienstpersonal gehören. Im Durchschnitt wurden wöchentlich 29 % der Befragten beleidigt, belästigt oder verbal bedroht. Aber auch körperlichen Angriffen waren pro Woche durchschnittlich 8 % der Befragten ausgesetzt. Gleichzeitig wird hinsichtlich der Nachbetreuung und bezüglich der Ausbildungslage der Wunsch nach Anpassungen und Änderungen betont.DiskussionEine Ausbildung sowie Schulungen, die für Gefahren sensibilisieren, Deeskalationsansätze in den Blick nehmen und Eigensicherung thematisieren, könnten das Risiko von Angriffen und somit Belastungen dieser Art im Berufsalltag senken.