Rao Xin, Luo Li, Xiang Jie, Wang Xingyue
Department of General Practice Office, General Practice Center, West China Hospital of Sichuan University, Chengdu, China.
Institute of Hospital Management, West China Hospital of Sichuan University, Chengdu, China.
BMC Health Serv Res. 2025 Jan 2;25(1):7. doi: 10.1186/s12913-024-12118-1.
There is a growing focus on researching healthcare services to identify factors associated with satisfaction in family contract services in China. However, previous satisfaction studies have mainly focused on the primary healthcare. Currently, the primary healthcare service capacity in China is relatively insufficient, necessitating the involvement of upper-level hospitals in contracted services Thus, the study significantly deepens and broadens previous research on satisfaction in family contract services of hospital.
A conceptual model was developed and tested on a sample of customers and patients with hospital contract service (n = 624). Partial least-squares structural equation modelling (PLS-SEM) was used to analyse the data with SmartPLS4.0 software in two steps involving a measurement model and a structural model. Mediation analysis was used to test the proposed indirect effects.
Contracted patient satisfaction is directly and positively associated with Perceived value (β = 0.223), Patient experience (β = 0.613) and Customer expectations (β = 0.129). The relationships between Customer expectations, Patient experience and contracted patient satisfaction are all mediated by Perceived value. Patient experience mediates the relationship between Customer expectations and contracted patient satisfaction. Overall, the proposed model explains 61.3% of the variance in customers and patients with hospital contract service' satisfaction.
This study reveals a complex pattern of links between satisfaction and Customer expectations, Perceived value and Patient experience. However, the findings indicate that Customer expectations has an influential and multifaceted impact on satisfaction of customers and patients with hospital contract service satisfaction.
在中国，对医疗服务进行研究以确定与家庭签约服务满意度相关因素的关注度日益提高。然而，以往的满意度研究主要集中在基层医疗保健方面。目前，中国基层医疗服务能力相对不足，需要上级医院参与签约服务。因此，本研究显著深化和拓展了以往关于医院家庭签约服务满意度的研究。
开发了一个概念模型，并在接受医院签约服务的客户和患者样本（n = 624）上进行了测试。使用偏最小二乘结构方程模型（PLS-SEM），借助SmartPLS4.0软件分两步分析数据，包括测量模型和结构模型。采用中介效应分析来检验所提出的间接效应。
签约患者满意度与感知价值（β = 0.223）、患者体验（β = 0.613）和客户期望（β = 0.129）直接正相关。客户期望、患者体验与签约患者满意度之间的关系均由感知价值介导。患者体验介导了客户期望与签约患者满意度之间的关系。总体而言，所提出的模型解释了接受医院签约服务的客户和患者满意度方差的61.3%。
本研究揭示了满意度与客户期望、感知价值和患者体验之间复杂的联系模式。然而，研究结果表明，客户期望对接受医院签约服务的客户和患者满意度具有多方面的影响。
