IDEAS home Printed from https://ideas.repec.org/a/plo/pone00/0161683.html
   My bibliography  Save this article

Patient Satisfaction with Community Health Service Centers as Gatekeepers and the Influencing Factors: A Cross-Sectional Study in Shenzhen, China

Author

Listed:
  • Jiang Wu
  • Shengchao Zhang
  • Huiqing Chen
  • Yingyu Lin
  • Xiaoxin Dong
  • Xiaoxu Yin
  • Zuxun Lu
  • Shiyi Cao

Abstract

Purpose: Shenzhen is the first pilot city in China implementing the gatekeeper policy, with community health service (CHS) centers as the gatekeepers. We aim to investigate patient satisfaction with this policy and its influencing factors in Shenzhen. Methods: 3,848 patients visiting eight CHS centers in Shenzhen of China between May 1 and July 28, 2013 were recruited. We interviewed them using a structured questionnaire to investigate their satisfaction with the gatekeeper policy of CHS. Multivariable logistic regression models were used to identify influencing factors. Results: Of the respondents, 28.17%, 47.27% and 24.56% were satisfied with, neutral to, and not satisfied with the gatekeeper policy respectively. Patient satisfaction with this policy was found to be associated with education level, familiarity with the policy, referral experience, satisfaction with convenience of seeing a doctor, satisfaction with waiting time, satisfaction with medical facility, satisfaction with general medical practitioners’ professional skill, and proportion of expense reimbursed. Conclusions: Our investigation shows that patient satisfaction with the gatekeeper policy was low. To improve patient satisfaction, efforts should be made to increase the convenience of seeing a doctor in community, shorten waiting time, improve general medical practitioners’ professional skill, and increase proportion of expense reimbursement.

Suggested Citation

  • Jiang Wu & Shengchao Zhang & Huiqing Chen & Yingyu Lin & Xiaoxin Dong & Xiaoxu Yin & Zuxun Lu & Shiyi Cao, 2016. "Patient Satisfaction with Community Health Service Centers as Gatekeepers and the Influencing Factors: A Cross-Sectional Study in Shenzhen, China," PLOS ONE, Public Library of Science, vol. 11(8), pages 1-9, August.
    • Handle: RePEc:plo:pone00:0161683
    DOI: 10.1371/journal.pone.0161683
    as

    Download full text from publisher

    File URL: https://journals.plos.org/plosone/article?id=10.1371/journal.pone.0161683
    Download Restriction: no
    File URL: https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0161683&type=printable
    Download Restriction: no
    File URL: https://libkey.io/10.1371/journal.pone.0161683?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Perneger, T.V. & Etter, J.-F. & Rougemont, A., 1996. "Switching Swiss enrollees from indemnity health insurance to managed care: The effect on health status and satisfaction with care," American Journal of Public Health, American Public Health Association, vol. 86(3), pages 388-393.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Jinlin Liu & Ying Mao, 2019. "Patient Satisfaction with Rural Medical Services: A Cross-Sectional Survey in 11 Western Provinces in China," IJERPH, MDPI, vol. 16(20), pages 1-15, October.
    2. Abid Hussain & Muhammad Asif & Arif Jameel & Jinsoo Hwang & Noman Sahito & Shahida Kanwel, 2019. "Promoting OPD Patient Satisfaction through Different Healthcare Determinants: A Study of Public Sector Hospitals," IJERPH, MDPI, vol. 16(19), pages 1-12, October.
    3. Yinghao Lv & Qiang Fu & Xiao Shen & Erping Jia & Xianglin Li & Yingying Peng & Jinghong Yan & Mingzhu Jiang & Juyang Xiong, 2020. "Treatment Preferences of Residents Assumed to Have Severe Chronic Diseases in China: A Discrete Choice Experiment," IJERPH, MDPI, vol. 17(22), pages 1-10, November.
    4. Li, Bo & Chen, Juan & Howard, Natasha, 2023. "Community nursing delivery in urban China: A social power perspective," Social Science & Medicine, Elsevier, vol. 326(C).
    5. Hai Gu & Hua You & Zhiwen Yan & Nichao Yang & Yun Kou & Jun Sun & Ting Yu & Ning Zhang, 2018. "Determinants of the utilization of postpartum family visits: Evidence from rural areas of Eastern China," PLOS ONE, Public Library of Science, vol. 13(3), pages 1-12, March.
    6. Lu, Wei & Hou, Hongli & Ma, Rui & Chen, Haotian & Zhang, Ran & Cui, Fangfang & Zhang, Qian & Gao, Yacong & Wang, Xinpu & Bu, Caihong & Zhao, Jie & Zhai, Yunkai, 2021. "Influencing factors of patient satisfaction in teleconsultation: A cross-sectional study," Technological Forecasting and Social Change, Elsevier, vol. 168(C).
    7. Li Zhang & Qian Zhang & Xinru Li & Weiya Shao & Jingyu Ma & Ruijie Zhang & Angdi Zhou & Jinghua Li, 2022. "The effect of patient perceived involvement on patient loyalty in primary care: The mediating role of patient satisfaction and the moderating role of the family doctor contract service," International Journal of Health Planning and Management, Wiley Blackwell, vol. 37(2), pages 734-754, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Etter, Jean-Francois & Perneger, Thomas V., 1997. "Quantitative and qualitative assessment of patient satisfaction in a managed care plan," Evaluation and Program Planning, Elsevier, vol. 20(2), pages 129-135, May.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:plo:pone00:0161683. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: plosone (email available below). General contact details of provider: https://journals.plos.org/plosone/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.