Empirical Investigation on the Characteristics and Perceived Value of Patients in Medical Treatment Seeking: In-Depth Research in Zhejiang Province of China

BACKGROUND: Patient Perceived Value (PPV) provides a valuable perspective to explain why the government reforms on health system in terms of functional medical treatment performance improvement did not decrease the crowded waiting line or increased patient satisfaction in China. METHODS: Questionnaires comprising seven constructs were sent to patients from seven highly recognized hospitals in Zhejiang Province of China. It was collected via face-by-face in a twelve-month period (2019), and 2586 valid data were collected for SPSS statistic accordingly. RESULTS: Besides the significance of the functional medical treatment values (such as the treatment effectiveness, accurate price, standardization, and normalization), the emotional values (reasonable waiting time, convenient accessibility, communication with doctors/nurses) were significant in patients' consciousness. Patient medical treatment seeking preferences were affected by patients' background characteristics and perceived value, which consequently produced differentiated patients' satisfaction. Patients' characteristics, which related to the age, gender, illness conditions, educational, and income level, would have different demanding in medical treatment seeking. These young female patients in outpatient or in mild illness conditions with higher educational and income levels tend to be relatively high in timing and convenience demanding. CONCLUSION: This result would change the policy maker and hospitals to considerate the patients' emotional value as well as functional value in providing medical treatment. Classified patients' time arrangement tactics consistent with distinguished characteristics, equipped up with convenient accessibility and interconnected medical treatment environment design, can create valuable patients' satisfaction in China.