The Change of the Structure of Patient Satisfaction by Waiting Time, Length of Stay and Hospital Rebuilding in Japan

摘要

Patient surveys at an emergency hospital in Japan were examined by analysis using distance to explore the change of the similarities among the factors of hospital performance, by waiting time, length of stay and hospital rebuilding. The structure of outpatient satisfaction consisted of items to move around in hospital, general interpersonal skills and personalized care. Overall rating changed its groups from general interpersonal skills to personalized care. The structure of inpatient satisfaction consisted of environmental items, interpersonal skills and technical skills. As length of stay became longer, the groups were consolidated to environment and the others. The revised survey after the completion of hospital rebuilding found environmental items were not isolated and items related to doctors and nurses showed similarity. Analysis using distance has a potential to explore the hidden structure of patient satisfaction.