A Retrospective Analysis of Patient Feedback in a Major Regional General Hospital: Trends and Insights into Healthcare Experience
Xia Tian, Xiu Chen, Wenguang Fu · 2025
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Description
Xia Tian, Xiu Chen, and Wenguang Fu analyzed more than twelve hundred pieces of patient feedback sent to a large regional hospital in China, in a 2025 study. The messages, both complaints and questions, came through a national public service platform. Total volume rose over the study span. Yet the share of formal complaints fell as questions rose, a shift the authors read as patients seeking guidance earlier.
Questions most often asked about hospital procedures and medical costs. Complaints centered on management, care quality, and communication. Surgical departments and doctors were named most often. Feedback peaked in the third quarter of the year. The authors offer the trends as a guide for fixes: clearer communication, better staffing at peak times, and stronger systems for handling feedback before it hardens into disputes.
Catalog record
| CREATOR | Xia Tian, Xiu Chen, Wenguang Fu |
|---|---|
| YEAR | 2025 |
| COLLECTION | PAPERS |
| FORMAT | TXT |
| FILE SIZE | 25 KB |
| VERSION | 1.0 |
| LICENSE | CC BY 4.0 |
| RIGHTS | CC BY |
| SOURCE | Europe PMC |