Outpatient Satisfaction Survey and Related Factors Analysis in a Large Tertiary Hospital

Fang Hongjun; Wang Hao; Li Jing; Yang Hongyan; Guan Sinan; Li Hang

Abstract：Objective To analyze the satisfaction of medical experience of outpatients in multi-campus of a large tertiary public hospital.Methods From January to March 2024,a questionnaire on outpatient satisfaction was sent to the outpatient department of Peking University First Hospital daily based on the Questionnaire Star platform to analyze the outpatient satisfaction rate and satisfaction score of medical services,and the influencing factors of outpatient satisfaction were explored by logistic regression analysis.Results Among the respondents,64.0％expressed high levels of satisfaction while 26.1％reported being relatively satisfied.Waiting time and consultation time play an important role.The diagnosis,treatment and health education and schedule of follow-up visits may affect the outpatient experience.Outpatient payment,outpatient environment,outpatient perceived complaints and timely resolution of dissatisfaction all could affect outpatient satisfaction.Conclusion The overall satisfaction of outpatients was high,and patient satisfaction of outpatient medical services in multi-campuses was consistent.On the premise of ensuring the quality of medical care,hospitals should actively carry out individualized health education,simplify the medical process,extend the outpatient service,and further improved the sense of gain of outpatients.