DU Chunlin 1 , TANG Zheng 1 , JIANG Yan 2 , WANG Yanyan 3
  • 1. Outpatient Department, West China Hospital, Sichuan University, Chengdu, Sichuan 610041, P. R. China;
  • 2. Nursing Department, West China Hospital, Sichuan University, Chengdu, Sichuan 610041, P. R. China;
  • 3. Science and Technology Department, West China Hospital, Sichuan University, Chengdu, Sichuan 610041, P. R. China;
WANG Yanyan, Email: 520067015@qq.com
Chronic disease; health management; patients’ satisfaction; questionnaire survey
10.7507/1002-0179.202209059
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Objective  To investigate the satisfaction of patients who signed up for chronic disease continuous health management services, so as to provide a theoretical basis for improving service quality. Methods  We conducted an online anonymous survey by issuing an electronic questionnaire to all patients who met the inclusion criteria through the short message platform of the hospital from October 8th to 19th, 2021, and used χ2 test and logistic regression to compare the differences in satisfaction among different patients and explore the factors affecting satisfaction. Results  A total of 3311 short messages were send out, and 816 valid copies of questionnaire were recalled. The total satisfaction was 77.3%, and the satisfaction before, during and after service were 86.0%, 75.2% and 73.7%, respectively. The items with low satisfaction included service pricing (58.9%), online follow-up (57.5%) and overall cost reduction (43.9%). There were significant differences in satisfaction among patients of different permanent addresses and health status (P<0.05). The multiple binary logistic regression analysis showed that the respondents in Chengdu city had lower satisfaction than those outside Sichuan province [odds ratio (OR)=0.377, 95% confidence interval (CI) (0.156, 0.908), P=0.030], and the respondents with poor, general, and good self-reported health status had lower satisfaction than those with very good self-reported health status [OR=0.196, 95%CI (0.067, 0.577), P=0.003; OR=0.165, 95%CI (0.058, 0.468), P=0.001; OR=0.317, 95%CI (0.108, 0.927), P=0.036]. Conclusions  The patients’ satisfaction with chronic disease continuous health management services is at a high level. The next step should focus on service pricing and online follow-up, and strive to improve the service experience of people with low satisfaction.

Citation： DU Chunlin, TANG Zheng, JIANG Yan, WANG Yanyan. Effectiveness analysis of chronic disease continuous health management services based on a patient satisfaction survey. West China Medical Journal, 2023, 38(4): 487-493. doi: 10.7507/1002-0179.202209059 Copy

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