Factors Associated with Patients’ Ratings of Hospitals among Japanese Inpatients: A Cross-sectional Study

INTRODUCTION: The evaluation of hospital performance often receives great attention. Hospitals refer to patient ratings to undertake quality-improvement activities. However, little is known about the factors that contribute the most to these patient ratings. This study aimed to investigate the association of relevant factors, such as doctors’ and nurses’ performance, with patients’ ratings of hospitals, using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS(Ⓡ)) questionnaire. METHODS: A cross-sectional study was conducted among patients who were hospitalized in Japan, from January 2020 to September 2021. Patients’ hospital rating scale scores between 0 and 10 were collected and dichotomized. A score of 8 or higher was defined as a high rating. A multivariate logistic regression analysis was conducted to investigate the association between patients’ ratings of the hospital and other items in the HCAHPS(Ⓡ) questionnaire. RESULTS: The frequency of patients’ high and poor hospital ratings were 207 (69%) and 93 (31%), respectively, of 300 respondents. A significant association was observed for the patient’s age (adjusted odds ratio (AOR): 1.02; 95% confidence interval (CI): 1.00-1.04), doctor’s communication (AOR: 10.47; 95% CI: 3.17-34.58), and discharge planning (AOR: 3.53; 95% CI: 1.96-6.36) with a positive patient rating of the hospital. CONCLUSIONS: An emphasis on doctor communication and discharge planning is essential in improving patients’ ratings of hospitals. Further research is needed to determine the factors that contribute the most to patients’ ratings of hospitals.