The Impact Of Hospital Services Towards Patients' Satisfaction In Henan Province Tertiary Hospitals: Patients’ Expectation As A Mediator

Abstract

China's ongoing healthcare reform has prompted tertiary hospitals to explore strategies for enhancing patient satisfaction within the new healthcare framework while addressing medical conditions. The motivation of this study is to investigate the factors within hospital services that affect patients' expectations and satisfaction regarding treatments. Findings from the analysis is used to formulate strategies in enhance patients' expectations and satisfaction. Primary data were gathered within the province of Henan and gathered 300 respondents. The measuring tools were developed through a combination of empirical and normative research, with the data analyzed quantitatively. Findings from the analysis revealed that Patient satisfaction in hospitals relies heavily on communication and service attitude. Patients want their healthcare providers to be compassionate, respectful, and responsive. Patient satisfaction is heavily influenced by the communication skills and attitudes of healthcare practitioners. To satisfy patients, hospitalization costs must be fair. Patients are satisfied when they think they are receiving exceptional value and that their hospital stay is affordable. Excess healthcare expenses reduce patient satisfaction. Patient satisfaction correlates with nursing care quality and treatment efficacy. As previously stated, meeting patients' expectations promotes service satisfaction. Affordable hospitalization expenses impact patients' expectations and satisfaction. Finally, environmental factors affect patient expectations and satisfaction.