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POLICY: CHINESE HEALTHCARE TRENDS
Figure 8: Neighborhood preference (%)
of care; and respect for his/her preferences (involvement in
the decision-making process). Satisfaction is measured only
against an individual’s expectation, need or desire.
To assess how satisfied each city is with their current
provider of choice, the survey asked each respondent to
declare their state of satisfaction. Beijing’s response was
positive as 74.0% of the surveyed population
expressed satisfaction with the services received.
Shanghai responded with mixed results as 49.7%
stated they are satisfied and 49.1% claimed to be
dissatisfied. Chengdu responded with 75.5%
satisfaction and 14.7% dissatisfaction. However,
9.8% of the population did not respond to this
question. It may be concluded that the Chinese
consumers are generally satisfied with the services
received in their hospital of choice.
If the respondents were dissatisfied with their
care, they were asked to describe why (multiple
selections were allowed). Out of the three cities,
Shanghai had the highest rate of dissatisfaction at
49.1%. Causes for dissatisfaction were on the
whole consistent from city to city. Long waiting
lines and poor personnel attitude were the top two
drivers of dissatisfaction while quality of medical
care is not stated as a reason for dissatisfaction.
Perceptions of foreign joint-venture institutions
To accurately assess consumer behaviour in light of market
potential, perceptions of joint-venture institutions must be
addressed. First, survey responses indicate that few Chinese
middle class have experience in international joint-venture
Figure 9: Auxiliary services: Beijing (%)
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