A Retrospective Analysis of Patient Feedback in a Major Regional General Hospital: Trends and Insights into Healthcare Experience

This study analyzed 1221 patient feedback cases, comprising both complaints and consultations, received via a national public service platform at a major Chinese regional general hospital. While the total volume of feedback increased, the proportion of formal complaints declined as consultations rose, suggesting a shift toward proactive information-seeking behavior. Consultations most frequently involved hospital procedures and medical expenses, highlighting patients' growing need for guidance and system navigation support. Most complaints were related to hospital management, medical quality, and communication, with surgical departments and physicians most frequently cited. Seasonal peaks occurred in the third quarter. These findings offer valuable insights into evolving patient expectations and support targeted improvements in hospital communication, staffing, and feedback management systems.

• ✓Consultations most frequently involved hospital procedures and medical expenses, highlighting patients' growing need for guidance and system navigation support.
• ✓Most complaints were related to hospital management, medical quality, and communication, with surgical departments and physicians most frequently cited.
• ✓Seasonal peaks occurred in the third quarter.
• ✓These findings offer valuable insights into evolving patient expectations and support targeted improvements in hospital communication, staffing, and feedback management systems.