Prioritisation of Factors Influencing Outpatient Satisfaction in Chinese Public Hospitals: A Dominance Analysis

To investigate the current status of outpatient satisfaction with their healthcare experience and its influencing factors, providing a basis for improving medical service quality.

Utilizing data from a 2021-2024 national survey by Doctor-Patient Experience Research Base, National Health Commission of the people's Republic of China across 20 hospitals (n=49,371 outpatients), this study analyzed the impact of hospital characteristics, patient demographics, and care process factors (registration time, consultation time, payment time, waiting time, perceived value of consultation) on satisfaction. Chi-square tests and Logistic regression identified significant factors; the innovative application of dominance analysis was then used to assess their relative importance contribution and establish a clear priority for intervention.

Hospital characteristics, care process factors, and most patient demographics showed significant associations with satisfaction (p<0.05). Logistic regression identified consultation time, perceived value of consultation, payment time, registration time, and waiting time as significant predictors of satisfaction (p<0.001). The dominance analysis revealed a distinct hierarchy of influence: consultation time had the highest relative contribution to satisfaction, followed by perceived value of consultation, payment time, registration time, and waiting time.

This study analyses the key sequences for enhancing patient satisfaction and healthcare experience, providing healthcare managers with precise actionable guidance.