Table 4 Outpatients’ experiences of care by city- and county-level hospitals (%)
City-level hospitals (N = 1686) | County-level hospitals (N = 3096) | ||||
|---|---|---|---|---|---|
Positive responses | Negative responses | Positive responses | Negative responses | ||
Environment and facilities | |||||
Q25 Environment | 85.1 | 14.9 | 73.0 | 27.0 | *** |
Q27 Orders | 74.2 | 25.8 | 66.8 | 33.2 | *** |
Q31 Layout | 69.7 | 30.3 | 62.1 | 37.9 | *** |
Q36 Facilities | 77.8 | 22.2 | 71.9 | 28.1 | *** |
Professional competence | |||||
Q40 Skills | 71.5 | 28.5 | 53.1 | 46.9 | *** |
Caring attitudes and emotional support | |||||
Q18 Friendly & respectful | 82.3 | 17.7 | 78.3 | 21.7 | ** |
Q19 Patiently | 83.2 | 16.8 | 80.6 | 19.4 | * |
Medical costs | |||||
Q46 Overall expense | 60.5 | 39.5 | 61.4 | 38.6 | |
Q47 Detailed expense | 62.6 | 37.4 | 61.3 | 38.7 | |
Communication and information | |||||
Q13 Explain | 69.8 | 30.2 | 66.8 | 33.2 | * |
Q21 Inform | 81.4 | 18.6 | 75.1 | 24.9 | *** |
Q22 Communication | 81.9 | 18.1 | 78.7 | 21.3 | ** |
Waiting time | |||||
Q42 Registration & paying fees | 41.3 | 58.7 | 42.5 | 57.5 | |
Q43 Seeing the doctor | 33.6 | 66.4 | 37.2 | 62.8 | * |
General satisfaction | |||||
Q53 General satisfaction | 80.8 | 19.2 | 70.3 | 29.7 | *** |