Hostname: page-component-76d6cb85b7-lrvh5 Total loading time: 0 Render date: 2026-07-25T20:53:31.360Z Has data issue: false hasContentIssue false

Assessing inhabitants’ satisfaction and service needs: a cross-sectional survey of primary care service in Jiangsu Province, China

Published online by Cambridge University Press:  07 November 2025

Wenjun Yan
Affiliation:
School of Public Health, Xuzhou Medical University, Jiangsu, China
Vorapoj Promasatayaprot
Affiliation:
Faculty of Public Health, Mahasarakham University, Mahasarakham, Thailand
Sumattana Glangkarn*
Affiliation:
Faculty of Public Health, Mahasarakham University, Mahasarakham, Thailand
*
Corresponding author: Sumattana Glangkarn; Email: sumattana.g@msu.ac.th
Rights & Permissions [Opens in a new window]

Abstract

Background:

Primary care serves as the foundation of a well-functioning healthcare system and is critical for ensuring equitable access, early disease management, and cost-effective service delivery. In China, reforming primary-level healthcare institutions has become a national priority to achieve universal health coverage. Understanding the service users’ perspectives is essential to align primary care services with population health needs and improving trust in grassroots healthcare providers.

Aim:

To evaluate satisfaction and unmet service needs among primary care users in Jiangsu Province, China.

Methods:

A cross-sectional survey using structured questionnaires was given to 424 residents in urban and rural Jiangsu Province to measure satisfaction with primary hospitals, doctors, service preferences, and perceived gaps. Data was analyzed using descriptive statistics and chi-square tests to identify regional differences.

Results:

The primary care utilisation rate among respondents was 73.3%. While 75.2% reported satisfaction with medical expenses at primary-level facilities, significant urban-rural and regional differences were observed in service awareness, health policy knowledge, and perceived quality of doctor-patient communication. Primary care doctors received the highest ratings for using “easy-to-understand language”(mean score 4.13 ± 0.821) but lower scores for “professional competence” and “treatment effectiveness” (both 3.91). Rural inhabitants expressed high demand for services like management of common diseases (65.8%) and routine health examinations (52.4%), but highlighted shortages in advanced diagnostic tools (e.g., CT scans, endoscopy). Most inhabitants (67.2%) felt that primary care providers require improvement, particularly in clinical competency and communication.

Conclusion:

The findings highlight areas for targeted policy interventions to improve primary care service delivery and capacity-building of primary care doctors in Jiangsu Province.

Information

Type
Research
Creative Commons
Creative Common License - CCCreative Common License - BY
This is an Open Access article, distributed under the terms of the Creative Commons Attribution licence (https://creativecommons.org/licenses/by/4.0/), which permits unrestricted re-use, distribution and reproduction, provided the original article is properly cited.
Copyright
© The Author(s), 2025. Published by Cambridge University Press
Figure 0

Table 1. Dimensions and items of satisfaction with primary-care doctors

Figure 1

Table 2. Views of urban and rural inhabitants in different regions on primary-level hospitals

Figure 2

Figure 1. Satisfaction of inhabitants on price of medicine, types of medicine, types of medical facilities, convenience of medical processes and hospital environment. Stacked-bar chart showing the distribution of satisfaction levels among Jiangsu residents regarding five aspects of primary care. Bars represent the percentage of respondents who were “very dissatisfied” (blue), “dissatisfied” (orange), “satisfied” (gray), or “very satisfied” (yellow) for each dimension.

Figure 3

Table 3. Inhabitants’ satisfaction with primary care doctors

Figure 4

Figure 2. Demand for various examinations in primary-level hospitals (number of people). Demand for selected diagnostic examinations in primary-level hospitals among surveyed residents of Jiangsu Province. Bars indicate the absolute number of respondents who reported having already undergone (blue) or still desired (orange) each examination type.

Figure 5

Figure 3. Services need to be provided in primary-level hospitals (number of people). Services that respondents most wanted primary-level hospitals to provide. Bars show the absolute number of residents who expressed a need for each service.

Figure 6

Figure 4. Areas for improvement in primary-level hospitals (number of people). Areas identified by residents as needing improvement in primary-level hospitals. Bars represent the absolute number of respondents who selected each domain.

Figure 7

Figure 5. The responsibilities of primary care doctors according to the respondents. Responsibilities that respondents expect primary care doctors to fulfill. Bars indicate the absolute number of respondents selecting each duty.