JMIR Publications

ABSTRACT

Objective:

To identify and propose strategies to improve the medical experience of local and international patients in public hospitals in China based on objective and subjective patient’s evaluations.

Methods:

Qualitative, structured questionnaire was used to investigate patients' demand and satisfaction scores for medical treatment elements in an international outpatient service of an academic top tier university hospital; a cross-analysis was carried out thereafter. The medical treatment elements were divided into four main categories, then further classified and implemented. Analysis of the outcomes provided conclusions towards targeted improvement suggestions.

Results:

The elements of "high demand and high satisfaction" of Chinese and foreign patients were mainly concentrated in the dimensions of medical quality and medical treatment process. The "high demand, low satisfaction" factors of Chinese and foreign patients were statis-tically discerned. Conclusion: Systemic objective research is mandatory for vital high quality international healthcare service embedded in the top tier academic centers in China. It demands thorough quality control of patient and providers. Efforts to create a certification of such centers is a priority. Digitalization in major academic hospitals, like an official media platform, enables the development of a module for disclosing medical service information, catering to the demands of patients. This facilitates the establishment of a comprehensive diagnosis and treatment service chain, emphasizing the exceptional quality and relatively higher costs associated with interna-tional healthcare, thereby enhancing the overall patient experience. By cultivating an ambiance of foreign medical services, it fosters a greater sense of belonging among international patients and boosts the appeal of seeking medical treatment.