Objective: Hospital recommendations are crucial since the acquisition of new patients and repeat visits from existing patients are critical aspects of effective hospital management. Therefore, this study aimed to investigate the factors that influence hospital recommendations.
Methods: Data were obtained from an outpatient satisfaction survey conducted by the National Hospital Organization between 2015 and 2019 in Japan. Data from 109 hospitals (537 hospitals in total) were analyzed. Factors affecting hospital recommendations were determined using the forward–backward stepwise method. Additionally, specific measures to improve hospital recommendations were examined using multiple regression analysis.
Results: The following factors were identified as influencing hospital recommendations: "I felt anxious during my first visit (anxiety at the first visit), " "I have a bad impression of this hospital (impression of the hospital), " "I was concerned about the skill and knowledge of the physician (skill and knowledge of the physician), " "I am not satisfied with the treatment/treatment I received today (treatment and procedures), " and "I am dissatisfied with the environment of the examination room (environment of the examination room). " On the other hand, "I am not satisfied with the IVs, injections, medications, or prescriptions I received today (IV/injection/medication) " and "I am dissatisfied with the wait time (waiting time) " were not significant factors influencing the hospital recommendations.
Conclusion: To improve hospital recommendations, it is necessary to enhance physicians’ medical knowledge and expertise so that patients can benefit from the treatment and communication skills. In addition, creating a patient-oriented consultation environment that considers patients’ privacy is essential.
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