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Assessment of patient experience profiles and satisfaction with expectations of treatment effects by using latent class analysis based on a national patient experience survey in Taiwan
  1. Shang-Jyh Chiou1,
  2. Pei-Chen Lee1,
  3. Yu-Hsuan Chang2,
  4. Pei-Shan Huang2,
  5. Li-Hui Lee1,
  6. Kuan-Chia Lin3
  1. 1 Health Care Management, National Taipei University of Nursing and Health Sciences, Taipei, Taiwan
  2. 2 Planning, National Health Insurance Admission, Taipei, Taiwan
  3. 3 Hospital and Health Care Administration, National Yang-Ming University, Taipei, Taiwan
  1. Correspondence to Dr Shang-Jyh Chiou; shangjyh{at}


Objectives Health system responsiveness is a complicated issue that guides researchers wishing to design an efficient methodology for enhancing understanding of perspectives regarding healthcare systems. This study examined the relationship between patient experience profiles and satisfaction with expectations of treatment effects.

Design This was a cross-sectional study. We used eight items obtained from latent class analysis to develop patient experience profiles.

Setting Primary care users in Taiwan.

Participants This study conducted an annual National Health Insurance survey in Taiwan and sampled from those who had experience with the medical service in primary care clinics in 2015.

Primary outcome measure Respondents were asked to indicate the extent of their satisfaction with their expectation of treatment effects (or symptom improvement).

Results The proportions of participants in groups 1–4 were 34%, 24%, 29% and 12%, respectively. Patients in good health were more satisfied with their expectations of treatment effects (OR 1.639, p=0.007). Furthermore, group 4 (-eAll) were less satisfied with their expectations of treatment effects than those in the other three groups (ORs: group 1 (+eAll): 9.81, group 2 (-CwR): 4.14 and group 3 (-CnR): 4.20).

Conclusions The results revealed that experiences of poor accessibility and physician–patient relationships affected the patients’ expectations. Therefore, greater accessibility and more positive physician–patient relationships could lead to higher patient satisfaction with their expectations of treatment effects. Furthermore, the findings could assist authorities in targeting specific patients, with the objective of improving their healthcare service experience. They could also serve as a mechanism for improving the quality of healthcare services and increase accountability in healthcare practices.

  • patients’ expectation
  • lca
  • patient experience
  • nhi survey
  • patient experience profiles

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  • Contributors S-JC and K-CL conceived and designed the study with additional inputs from P-CL and L-HL. K-CL, P-SH and Y-HC supervised the overall conduct and data collection process for the study. P-CL and S-JC managed the data set and analysed it with additional inputs from L-HL and K-CL. S-JC wrote the initial draft of the manuscript. All authors contributed to the critique and modification of the manuscript, read and approved the final version.

  • Funding National Health Insurance Administration with grant number MOHW104-NHI-S-114-112010.

  • Disclaimer The funder had no role in study design and analysis or decision to publish.

  • Competing interests None declared.

  • Ethics approval The Institutional Review Board (IRB) of the National Taiwan University has approved this study (201505ES011).

  • Provenance and peer review Not commissioned; externally peer reviewed.

  • Data sharing statement No additional data are available.

  • Patient consent for publication Not required.