Table 3.
Findings on levels of outpatient satisfaction of included studies (n = 35).
| Author and Year | Assessment Instrument | Response Rate (%) | Findings on Levels of Outpatient Satisfaction |
|---|---|---|---|
| Wenya, Yu et al., 2016 | Adapted questionnaire from the IPSQ ‡ (A 5-point Likert scale questionnaire) |
92.48 | The mean overall outpatient satisfaction was 4.0 ± 0.7. Satisfaction with service attitude was the highest, while satisfaction with medical needs being met by doctors was the lowest. |
| Liyang, Tang. 2011 | A self-designed 5-point Likert scale questionnaire | 100 | The mean overall outpatient satisfaction was 3.7 ± 0.76 Satisfaction with doctor-patient interaction was the highest, while satisfaction with waiting time in hospital was the lowest. |
| Jing Sun et al., Laiyang, Wu et al., 2016 | A self-designed 5-point Likert scale questionnaire. | NR | The overall satisfaction score is 4.42 ± 0.68 Satisfaction with diagnosis and treatment was the highest, while satisfaction with long waiting time in hospital was the lowest |
| Jay Pan et al., 2015 | A self-designed 5-point Likert scale questionnaire | 100% | Satisfaction with medical charges was the lowest. |
| Jinghua, Li et al., 2016 | A self-designed questionnaire (mixed up with 3-point and 5-point Likert scale) |
NR | The satisfaction of outpatients from county and tertiary hospitals were significantly lower than those visited village/township clinics. |
| Jinzhu, Xie et al., 2017 | A self-designed 5-point Likert scale questionnaire. | 97.2 | Satisfaction with information got was the highest, while satisfaction with medical cost was the lowest |
| Chunlei, Han et al., 2012 | A self-designed questionnaire based on IPSQ | 99.4 | Satisfaction with hospital management is high, while satisfaction with waiting time is low. |
| Qing Lu et al., 2016 | A self-designed five-point Likert scale questionnaire | 90.9 | 82. 70% (263 /318) of the study participants stated general satisfaction with the outpatient. |
| Jing Zhao et al., 2016 | A self-designed five-point Likert scale questionnaire | 98.5 | Satisfaction with professional skills of doctors was highest, with outpatient management is lowest. |
| Wenlong, Hu et al., 2007 | NR | 96 | The overall satisfaction to the outpatient medical service is 76.9%. The top 3 factors outpatients mostly satisfied with are doctors’ professionalism, hospital hygiene and clear diagnosis. The top 3 factors outpatients mostly dissatisfied with are high medical costing, long waiting time and complicated formalities. |
| Yanxia, Yang et al., 2015 | A self-designed questionnaire | 99.42 | Waiting time, personal health conditions, and knowledge about the diseases are important factors related to outpatient satisfaction. |
| Rong Xu and Xinzhen, Jing. 2004 | A self-designed five-point Likert scale questionnaire | 98.7 | Satisfaction with hospital hygiene was highest, and satisfaction with waiting time of medical examinations was lowest. |
| Junjie, Sun and Shuangqing, Li. 2018 | A self-designed five-point Likert scale questionnaire | 92.5 | The satisfaction of the outpatients is 87.6% (162/185) |
| Zhanwei, Zhou et al., 2011 | A self-designed questionnaire | 97.4 | The outpatients generally showed a high degree of satisfaction with doctors and a low satisfaction with the service staff (Hospital billing collector) |
| Caoxin, Bao et al., 2015 | A self-designed five-point Likert scale questionnaire | NR | The outpatients’ satisfaction score is 82.48. Satisfaction with the overall evaluation of the work and the medical staff was highest; atisfaction with the treatment effect, cost, and the administrative staff was lowest |
| Zhixiang, Teng et al., 2009 | A self-designed seven-point Likert scale questionnaire | 68.7 | The outpatient satisfaction score is 4.23 ± 1.14. |
| Jing Luan et al., 2013 | A self-designed five-point Likert scale questionnaire | 92.8 | NR * |
| Jianjie Zhang. 2018 |
A self-designed seven-point Likert scale questionnaire | 90.1 | NR |
| Chunhui, Ren. 2014 | A self-designed questionnaire | 98 | The outpatients were mostly satisfied with the service facilities, followed by medical equipment, and hygiene et al., and mostly dissatisfied with service attitude and medical costs. |
| Weiming, Shao et al., 2017 | A self-designed five-point Likert scale questionnaire | 100 | The outpatients were mostly satisfied with clean hospital hygiene, and mostly dissatisfied with long waiting time. |
| Ying Zou et al., 2014 | A self-designed questionnaire | 99 | The outpatients were mostly satisfied with the hospital hygiene, and mostly dissatisfied with the arrangement of the outpatient department, long waiting time, and shortage of expert outpatients. |
| Mengzhu, Deng et al., 2013 | A self-designed questionnaire | 96.15 | The outpatients were mostly satisfied with the service attitude and environmental facility, and mostly dissatisfied with the waiting time and medical expenses. |
| Huilan, Luo et al., 2010 | A self-designed three- point Likert scale questionnaire based on IPSQ | 99 | The outpatients were mostly dissatisfied with long waiting time, hospital hygiene and outpatient procedures guidance. |
| Zulipiye.et al., 2016 | A self-designed five- point Likert scale questionnaire | 100 | Outpatients were mostly satisfied with hospital hygiene and medical service, and were mostly dissatisfied with long waiting time and complicated formalities during outpatients. |
| Jinping, Shu and Dian Zhou. 2016 | A self-designed five-point Likert scale questionnaire | 94 | Outpatients were mostly dissatisfied with the outpatient process, including the registration and taking drugs et al., |
| Kai ling et al., 2009 | A self-designed four-point Likert scale questionnaire | 100 | Senior outpatients were mostly dissatisfied with the long waiting time. |
| Yu Li et al., 2011 | A self-designed five-point Likert scale questionnaire | 99.5 | The outpatients were mostly satisfied with the doctor service attitude and environmental, and were mostly dissatisfied with the treatment time and health care costs. |
| Qinghua, Zhang and Zhanhe, Liu. 2011 |
A self-designed three-point Likert scale questionnaire | 91 | The outpatients were mostly dissatisfied with charge offices and pharmacy. |
| Fanzhi, Meng et al., 2016 | NR | 100 | 94.6% residents showed satisfaction with the outpatient. The residents were mostly dissatisfied with low accessibility to various of drugs. |
| Jun Song et al., 2007 | A self-designed four-point Likert scale questionnaire | 93 | The patients were mostly satisfied with the examination time and guidance during outpatient. |
| Shi Guo et al., 2014 | A self-designed five-point Likert scale questionnaire | 97.5 | Patients were mostly satisfied with the medical diagnosis and treatment, and were mostly dissatisfied with waiting time before seeing the doctors and medical costs. |
| Xunming, Ji et al., 2010 | A self-designed five-point Likert scale questionnaire | 98.82 | 86% outpatients were satisfied with the medical care at outpatients’ departments, and were mostly dissatisfied with professional skills, service attitude and time consuming. |
| Li Ren and Haixuan, Xu. 2016 |
A self-designed five-point Likert scale questionnaire | 97.6 | The outpatients were mostly satisfied with examination time of the doctors, and mostly dissatisfied with waiting time for the examination and reports. |
| Guanghao, Jing and Shunfu, Piao. 2011 | A self-designed three-point Likert scale questionnaire | 99.5 | 90.3% outpatients were satisfied with the outpatient. The outpatients were mostly dissatisfied with complicated outpatient process, cold service attitude, unclear explanation, and long waiting time. |
| Lizhen, Deng and Suili, Rao. 2006 |
A self-designed questionnaire based on the outpatient questionnaire designed by the ministry of health Guangzhou city | 85 | Outpatients were mostly satisfied with no corruption and good service attitude of the doctors and nurses. Outpatients were mostly dissatisfied with the service attitude of registration and payment offices. |
‡ IPSQ: Inpatient Satisfaction Questionnaire; * NR means not reported.