Effectiveness analysis of chronic disease continuous health management services based on a patient satisfaction survey_West China Medical Journal

Authors：

DU Chunlin ¹ , TANG Zheng ¹ , JIANG Yan ² ,  WANG Yanyan ³

1. Outpatient Department, West China Hospital, Sichuan University, Chengdu, Sichuan 610041, P. R. China;
2. Nursing Department, West China Hospital, Sichuan University, Chengdu, Sichuan 610041, P. R. China;
3. Science and Technology Department, West China Hospital, Sichuan University, Chengdu, Sichuan 610041, P. R. China;

Corresponding author：

WANG Yanyan, Email: 520067015@qq.com

Keywords：

Chronic disease; health management; patients’ satisfaction; questionnaire survey

DOI：

10.7507/1002-0179.202209059

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Objective To investigate the satisfaction of patients who signed up for chronic disease continuous health management services, so as to provide a theoretical basis for improving service quality. Methods We conducted an online anonymous survey by issuing an electronic questionnaire to all patients who met the inclusion criteria through the short message platform of the hospital from October 8th to 19th, 2021, and used χ² test and logistic regression to compare the differences in satisfaction among different patients and explore the factors affecting satisfaction. Results A total of 3311 short messages were send out, and 816 valid copies of questionnaire were recalled. The total satisfaction was 77.3%, and the satisfaction before, during and after service were 86.0%, 75.2% and 73.7%, respectively. The items with low satisfaction included service pricing (58.9%), online follow-up (57.5%) and overall cost reduction (43.9%). There were significant differences in satisfaction among patients of different permanent addresses and health status (P<0.05). The multiple binary logistic regression analysis showed that the respondents in Chengdu city had lower satisfaction than those outside Sichuan province [odds ratio (OR)=0.377, 95% confidence interval (CI) (0.156, 0.908), P=0.030], and the respondents with poor, general, and good self-reported health status had lower satisfaction than those with very good self-reported health status [OR=0.196, 95%CI (0.067, 0.577), P=0.003; OR=0.165, 95%CI (0.058, 0.468), P=0.001; OR=0.317, 95%CI (0.108, 0.927), P=0.036]. Conclusions The patients’ satisfaction with chronic disease continuous health management services is at a high level. The next step should focus on service pricing and online follow-up, and strive to improve the service experience of people with low satisfaction.

Citation： DU Chunlin, TANG Zheng, JIANG Yan, WANG Yanyan. Effectiveness analysis of chronic disease continuous health management services based on a patient satisfaction survey. West China Medical Journal, 2023, 38(4): 487-493. doi: 10.7507/1002-0179.202209059 Copy

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1. 栾荣生. 流行病学研究原理与方法. 2 版. 成都: 四川科学技术出版社, 2014: 370-372.
2. Zhou M, Wang H, Zeng X, et al. Mortality, morbidity, and risk factors in China and its provinces, 1990-2017: a systematic analysis for the Global Burden of Disease Study 2017. Lancet, 2019, 394(10204): 1145-1158.
3. 田华, 李沭, 张相林. 慢病管理模式的国内外现状分析. 中国药房, 2016, 27(32): 4465-4468.
4. 马亚楠, 郭嘉, 胡嘉晋, 等. 国外慢性病管理模式研究进展及启示. 中国医科大学学报, 2021, 50(12): 1134-1137.
5. 杨梅, 胡薇, 江长勇. 社区慢性病主动预约健康管理模式对原发性高血压病的管理效果研究. 中国全科医学, 2019, 22(24): 2944-2948.
6. 李佳. 基于“互联网+”的医院-社区一体化慢性病管理模式在老年高血压病人中的应用. 护理研究, 2019, 33(7): 1237-1240.
7. 戚圣香, 王琛琛, 周海茸, 等. 自我管理对社区慢性病患者生命质量的干预效果分析. 中国健康教育, 2019, 35(10): 885-889.
8. 叶恬恬, 赵允伍, 王晓松, 等. 基于“主动健康”理念的社区慢性病管理模式研究. 卫生经济研究, 2021, 38(8): 45-48.
9. 付晶, 崔华欠, 夏瑶, 等. 基于 PRECEDE-PROCEED 模式的城市社区慢性病健康管理实践研究. 中国全科医学, 2018, 21(16): 1927-1931.
10. 吕兰婷, 邓思兰. 我国慢性病管理现状、问题及发展建议. 中国卫生政策研究, 2016, 9(7): 1-7.
11. 李勇, 邢影影. 分级诊疗背景下患者门诊就医选择行为实证研究. 中国医院管理, 2020, 40(6): 50-54.
12. Wang H, Liang L, Du C, et al. Implementation of online hospitals and factors influencing the adoption of mobile medical services in China: cross-sectional survey study. JMIR Mhealth Uhealth, 2021, 9(2): e25960.
13. Ariel L, Marco B, Kaylene F. A successful hospital-based disease management program to reduce admissions among patients with multiple chronic illnesses. Int J Pers Centered Med, 2011, 1(4): 675-682.
14. 陈志鹏, 杨金侠. 医保支付促进慢性病管理的国际经验及启示. 卫生经济研究, 2021, 38(2): 38-40.
15. 孟群, 尹新, 梁宸. 中国“互联网+健康医疗”现状与发展综述. 中国卫生信息管理杂志, 2017, 14(2): 110-118.

West China Medical Journal

Effectiveness analysis of chronic disease continuous health management services based on a patient satisfaction survey

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