Patient satisfaction and its influencing factors: results from a survey in inpatient department in a tertiary hospital setting in China

Overview

This cross-sectional survey examined inpatient satisfaction and its contributing factors within a tertiary hospital setting in China. The study involved 433 patients from the Fifth Affiliated Hospital of Wenzhou Medical University, employing stratified random sampling to assess satisfaction across multiple service dimensions. Overall mean satisfaction score was 4.49, with notable variation across specific dimensions. The analysis employed both exploratory sociodemographic assessment and multivariate regression modeling to identify primary satisfaction drivers.

Methods and approach

A two-tiered analytical strategy was implemented. Initial univariate analysis employed the Kruskal-Wallis test to examine associations between inpatient satisfaction and sociodemographic characteristics, with payment method evaluated as a categorical predictor. Ordered logistic regression was subsequently applied to model the relationship between overall satisfaction and five core service dimensions—medical technology, doctor-patient communication, environmental factors, medical processes, and medical costs—with adjustment for sociodemographic covariates. This approach allowed differentiation between exploratory associations and primary predictive factors.

Results

Mean overall satisfaction was 4.49. Satisfaction ratings demonstrated heterogeneity across service dimensions, with highest ratings in medical processes and technology domains and lowest ratings regarding medical costs. Univariate analysis identified payment method as a significant correlate of satisfaction. In contrast, univariate analysis of sociodemographic factors yielded limited significant associations. Ordered logistic regression analysis revealed that perceived quality across all five core service dimensions independently and significantly predicted overall inpatient satisfaction, with medical technology, doctor-patient communication, environmental factors, medical processes, and medical costs all demonstrating positive associations.

Implications

The findings establish that inpatient satisfaction is a multidimensional construct primarily determined by performance across core service quality dimensions rather than by sociodemographic characteristics alone. The differential satisfaction levels across domains suggest that targeted interventions should address specific areas of weakness, particularly the cost dimension, which demonstrated the lowest satisfaction ratings. Financial transparency and cost-related communication may warrant particular attention in satisfaction improvement initiatives.