Abstract
BackgroundIt is widely accepted that patient generates overall satisfaction with medical service and sub satisfaction on the basis of response to patient's trust in medical service and response to patient's attitude towards health policy in China. This study aimed to investigate the correlations between patient's trust in medical service/patient's attitude towards health policy and patient's overall satisfaction with medical service/sub satisfaction in current medical experience and find inspiration for future reform of China's health delivery system on improving patient's overall satisfaction with medical service and sub satisfaction in considering patient's trust in medical service and patient's attitude towards health policy.MethodsThis study collaborated with the National Bureau of Statistics to collect a sample of 3,424 residents from 17 provinces and municipalities in a 2008 China household survey on patient's trust in medical service, patient's attitude towards health policy, patient's overall satisfaction and sub satisfaction in current medical experience.ResultsPatient's overall satisfaction with medical service and most kinds of sub satisfaction in current medical experience were significantly influenced by both patient's trust in medical service and patient's attitude towards health policy; among all kinds of sub satisfaction in current medical experience, patient's trust in medical service/patient's attitude towards health policy had the largest influence on patient's satisfaction with medical costs, the influences of patient's trust in medical service/patient's attitude towards health policy on patient's satisfaction with doctor-patient interaction and satisfaction with treatment process were at medium-level, patient's trust in medical service/patient's attitude towards health policy had the smallest influence on patient's satisfaction with medical facilities and hospital environment, while patient's satisfaction with waiting time in hospital was not influenced by patient's trust in medical service/patient's attitude towards health policy.ConclusionIn order to improve patient's overall satisfaction with medical service and sub satisfaction in considering patient's trust in medical service and patient's attitude towards health policy, both improving patient's interpersonal trust in medical service from individual's own medical experience/public trust in medical service and improving patient's attitude towards health policy were indirect but effective ways.
Highlights
It is widely accepted that patient generates overall satisfaction with medical service and sub satisfaction on the basis of response to patient’s trust in medical service and response to patient’s attitude towards health policy in China
Trust in medical service can be seen as trust in physician and medical institution, and it focuses on two questions “whether the physician and medical institution are competent to make a diagnosis and provide treatment” and “whether the physician and medical institution will act in the best interest of the patient” [15]
Data To obtain data on patient’s trust in medical service, patient’s attitude towards health policy, patient’s overall satisfaction and sub satisfaction in current medical experience, this study collaborated with the National Bureau of Statistics to collect a sample of 3,424 residents from 17 provinces and municipalities in a 2008 China household survey
Summary
It is widely accepted that patient generates overall satisfaction with medical service and sub satisfaction on the basis of response to patient’s trust in medical service and response to patient’s attitude towards health policy in China. Over the past few decades, patient satisfaction has taken a prominent position in the medical service research literature [1,2,3]. This attention has been justified since patient satisfaction (directly or indirectly) has become a key criterion for evaluating the quality of medical service. The formation process of patient’s trust in medical service is the learning and combining process of interpersonal trust in medical service from her/his own medical experience and public trust in medical service [16], when patient forms stationary trust in medical service as response to the unbalanced relationship between patient and physician/medical institution, it influences patient’s attitude towards, cognition on, and response mode with the effectiveness of medical service provided by physician and medical institution to a large extent [17]
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