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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11.	李勇, 邢影影. 分級診療背景下患者門診就醫選擇行為實證研究. 中國醫院管理, 2020, 40(6): 50-54.
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15.	孟群, 尹新, 梁宸. 中國“互聯網+健康醫療”現狀與發展綜述. 中國衛生信息管理雜志, 2017, 14(2): 110-118.

1. 欒榮生. 流行病學研究原理與方法. 2 版. 成都: 四川科學技術出版社, 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. 田華, 李沭, 張相林. 慢病管理模式的國內外現狀分析. 中國藥房, 2016, 27(32): 4465-4468.
4. 馬亞楠, 郭嘉, 胡嘉晉, 等. 國外慢性病管理模式研究進展及啟示. 中國醫科大學學報, 2021, 50(12): 1134-1137.
5. 楊梅, 胡薇, 江長勇. 社區慢性病主動預約健康管理模式對原發性高血壓病的管理效果研究. 中國全科醫學, 2019, 22(24): 2944-2948.
6. 李佳. 基于“互聯網+”的醫院-社區一體化慢性病管理模式在老年高血壓病人中的應用. 護理研究, 2019, 33(7): 1237-1240.
7. 戚圣香, 王琛琛, 周海茸, 等. 自我管理對社區慢性病患者生命質量的干預效果分析. 中國健康教育, 2019, 35(10): 885-889.
8. 葉恬恬, 趙允伍, 王曉松, 等. 基于“主動健康”理念的社區慢性病管理模式研究. 衛生經濟研究, 2021, 38(8): 45-48.
9. 付晶, 崔華欠, 夏瑤, 等. 基于 PRECEDE-PROCEED 模式的城市社區慢性病健康管理實踐研究. 中國全科醫學, 2018, 21(16): 1927-1931.
10. 呂蘭婷, 鄧思蘭. 我國慢性病管理現狀、問題及發展建議. 中國衛生政策研究, 2016, 9(7): 1-7.
11. 李勇, 邢影影. 分級診療背景下患者門診就醫選擇行為實證研究. 中國醫院管理, 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. 陳志鵬, 楊金俠. 醫保支付促進慢性病管理的國際經驗及啟示. 衛生經濟研究, 2021, 38(2): 38-40.
15. 孟群, 尹新, 梁宸. 中國“互聯網+健康醫療”現狀與發展綜述. 中國衛生信息管理雜志, 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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