Comparisons between Chinese and Mongolian Patient Satisfaction

Abstract

This study compared the differences between Chinese and Mongolian patient satisfaction and investigated factors influencing patient satisfaction of the two countries in order to provide suggestions for the establishment and improvement of Mongolia’s health care system. This study involved two questionnaire surveys. Questionnaire Survey I investigated patient satisfaction of the two countries, whereas based on the first survey, Questionnaire Survey II revisited the respondents and investigated the reasons for their dissatisfaction with different aspects of health care service. According to the results of Questionnaire Survey I, Chinese overall patient satisfaction was higher than that of Mongolian. China and Mongolia had their own advantages in different health care service aspects respectively. The factors of consideration, cost of care and quality/competence showed significant influences on Chinese patient satisfaction, whereas the factors of hospitals, payment mechanisms and quality/competence showed significant influences on Mongolian patient satisfaction. According to the results of Questionnaire Survey II, Chinese individuals were more likely to express their dissatisfaction. Chinese individuals’ dissatisfaction focused on the issues of high costs of seeing a doctor, long waiting time and unreasonable procedures, whereas Mongolian individuals’ dissatisfaction focused on the issues of long waiting time, high costs of seeing a doctor and doctors’ poor attitudes. Implications were discussed for the development of Mongolia’s health care system.