JMIR Publications

ABSTRACT

Background:

With globalization propelling medical tourism, public hospitals in China, prominent in medical advancements, have seen an uptick in both local and international patients. While adept in medical practices, enhancing patient experience, especially for this diverse group, remains paramount. This study fills the gap, aiming to elevate service quality and instill trust amongst all patients.

Objective:

Identify strategies to enhance the medical journey of patients in China's public hospitals using both objective and subjective evaluations.

Methods:

A structured questionnaire, tailored for an international outpatient service at a leading academic university hospital, gauged patients' needs and satisfaction concerning medical treatment elements. Post-survey, elements were categorized and analyzed, offering actionable improvement suggestions.

Results:

Predominantly, elements with "high demand and high satisfaction" were observed in medical quality and treatment processes. However, discernible "high demand, low satisfaction" factors were also identified for both Chinese and foreign patients.

Conclusions:

Systematic research is crucial for premium international healthcare service within China's top-tier academic establishments. This requires rigorous quality oversight for both patients and providers. Prioritizing certification for these centers becomes evident. Moreover, hospital digitalization, akin to official media platforms, can pave the way for a transparent medical information module, meeting patient demands. This can culminate in a comprehensive diagnostic and treatment chain, underlining the superior quality and elevated costs of international healthcare, subsequently enriching the patient experience. Such initiatives can usher in an ambiance resonant with foreign medical norms, endearing international patients and magnifying the allure of medical treatments.