Factors Related to Satisfaction and Expectation of Residents’ Hospital Choice

Abstract

The purpose of this study was to identify factors related to satisfaction and expectation of residents’ hospital choice. We conducted a self-report questionnaire survey in 394 residents who received regular outpatient treatment in rural “A” city. The factor analysis extracted six factors for satisfaction ; doctor’s service (Fl), nurse’s service (F2), staff attitude (F3), facilities (F4), convenience (F5), and optional service(F6) . For expectation, four factors were extracted ; nurse and staff attitude (Fl),convenience and facilities(F2),doctor’s service (F3), and others(F4). The internal consistency was high. (The Cronbach’s alpha coefficient was 0.92 in 22 satisfaction items, and 0.84 in 22 expectation items, respectively.)

As a result of multiple regression analysis with hospital and resident characteristics, there was a positive correlation with satisfaction on “convenience,” while there were negative correlations with other satisfaction variables in those who visited “A” hospital in neighborhood. There were negative correlations with satisfaction on “staff attitude;’ “facilities,” and “convenience” in office workers, and also men and persons who could drive tended to show their negative correlation. As a result of simple regression analysis, age showed positive correlations with several factors of satisfaction and expectation. These results suggest that hospital name, occupation, gender, address, driver’s license, and age were determinant factors of hospital satisfaction, and age was a contributing factor of expectation.

Patients of “A” hospital in neighborhood were old women who could not drive a car due to old age, while young office workers who could drive tended to visit hospitals outside of the city. These residents’ characteristics can be determinant factors of residents’ hospital choice.