Objective: To explore the potential common factors of patient satisfaction and the influencing factor of it.
Methods: A questionnaire survey was organized and 2626 valid answers were obtained. Through correlation analysis and exploratory factor analysis, the potential factors of patient satisfaction were extracted.
Results: Potential factors of patient satisfaction include “Medical service quality factor”, “Medical expenditure factor”, and “Medical convenience factor”. Patients younger than 35 years old were more concerned about the medical expenditure, and patients aged from 36 to 50 years old were more concerned about medical service quality. Patients with high reimbursement ratio insurance payed more attention to medical quality, and patients with lower reimbursement ratio insurance were dissatisfied with medical expenses. Patients were dissatisfied with the expenditure of the high-level hospitals and the medical quality of low-level hospitals. Outpatient’s satisfaction was lower than Inpatients in all aspects. Hierarchical diagnosis system was not established, and registration channels were highly centralized in the hospital.
Conclusion: Three potential factors can well explain patients’ demands for the quality, price and convenience of medical services. According to social-demographic characteristics, people of different groups have different concerns. Medical reform departments should adjust policies according to the actual situation and promote the medical reform process.
Keywords: public policy, health care reform, hospitals, urban, patient satisfaction