Expectations and Satisfaction of Physicians with Patient Referral Services in General Hospitals

Abstract

This study aimed to suggest some ways to improve the referral center system and to revitalize referral
centers by investigating physicians’ expectations and satisfaction with referral centers in general hospitals.
A cross-sectional study was performed at general hospitals. The participants were 124 private practitioners
who referred patients to general hospitals. The data were collected using a questionnaire survey from
January 25 to April 25, 2020. The physicians’ expectations and satisfaction with the referral center were
higher in the cooperating hospital than in the non-cooperating hospital. The average expectation of the
participants in a cooperating hospital was higher (4.13±0.87) than in a non-cooperating hospital (4.0±0.97).
The average satisfaction of the participants in the cooperating hospital was higher (3.72±1.03) than in the
non-cooperating hospital (3.57±1.02). The rapid booking process and treatment and kindness of staff at
the referral center significantly correlated with the participants’ satisfaction. This study suggests that the
expectations of physicians are continuously checked and practical and plans for strengthening medical
cooperation are in place. In addition, it is necessary to establish an effective medical delivery system as
medical referrals and returns are smoothly done between medical institutions.