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Perceived quality of communication amongst outpatients in western and traditional Chinese medicine clinics in a Chinese population

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  • Chung, Vincent Chi Ho
  • Lau, Chun Hong
  • Wong, Eric Ming Chung
  • Yeoh, Eng Kiong
  • Griffiths, Sian Meryl

Abstract

Objective This study investigates differences in perceived communication by patients of the quality of outpatient episodes in an urban Chinese population.Methods A representative, population based survey was conducted in Hong Kong, China. A random sample of respondents aged >15 years who had received outpatient care the 30 days previous to enumeration were invited to evaluate communication with their doctors and the overall quality of their latest consultation.Results The majority thought that their clinicians were listening carefully (93.5%), explaining clearly (93.1%), expressing appropriate respect (93.8%), and were allocating sufficient time for consultation (89.5%). 97.6% gave 5-10 points out of 10 for overall healthcare quality. Compared to users of private western medicine (WM) services, multivariate analysis showed that traditional Chinese medicine (TCM) patients were more likely to rate their clinicians highly for listening skills but low for respect. Users of WM public services were more likely to be dissatisfied with all evaluated aspects. Favourable ratings were more likely to be expressed by those who are older, less educated, and those who paid by indemnity insurance.Conclusions We have highlighted three unique observations: first, patients' perception of clinician-patient communication in out patients differs between WM and TCM. Second, patients who used public WM services rate the quality of their visits lower than those in the private WM sector. Lastly, we have observed a negative association between higher education background and satisfaction level. Further researches are warranted.

Suggested Citation

  • Chung, Vincent Chi Ho & Lau, Chun Hong & Wong, Eric Ming Chung & Yeoh, Eng Kiong & Griffiths, Sian Meryl, 2009. "Perceived quality of communication amongst outpatients in western and traditional Chinese medicine clinics in a Chinese population," Health Policy, Elsevier, vol. 90(1), pages 66-72, April.
    • Handle: RePEc:eee:hepoli:v:90:y:2009:i:1:p:66-72
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    1. Jackson, Jeffrey L. & Chamberlin, Judith & Kroenke, Kurt, 2001. "Predictors of patient satisfaction," Social Science & Medicine, Elsevier, vol. 52(4), pages 609-620, February.
    2. Wensing, Michel & Jung, Hans Peter & Mainz, Jan & Olesen, Frede & Grol, Richard, 1998. "A systematic review of the literature on patient priorities for general practice care. Part 1: Description of the research domain," Social Science & Medicine, Elsevier, vol. 47(10), pages 1573-1588, November.
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