To understand and predict the effects of the implementation of the hierarchical medical policy, we investigated and analyzed the workload of healthcare workers, the subjective perceptions of healthcare workers and patients, and changes in relevant indicators in all hospital types. Analysis of these multidimensional data yielded valuable and important findings.
4.1. Effects on Healthcare Workers
Healthcare reforms have substantial effects on, and are expected to inspire, healthcare workers [
27]. Improving enthusiasm and satisfaction among healthcare workers improves patient satisfaction and quality of service, which leads to social benefits and promotes the economic growth of hospitals [
28]. Therefore, one intended effect of the hierarchical medical policy is to have a positive effect on healthcare workers.
As expected, the hierarchical medical policy made workloads more balanced and reasonable for healthcare workers in hospitals. In the past, healthcare services in China were mainly provided by secondary and tertiary hospitals, and the healthcare role of lower-level hospitals was ignored [
29]. The situation has improved since the implementation of the hierarchical medical policy. The annual total number of consultations has continuously decreased in tertiary hospitals but has greatly and progressively increased in primary hospitals. The number of consultations per doctor per day has decreased significantly in tertiary hospitals, from 11.94 (person-times) in 2015 to 9.74 in 2018, which was lower than in primary hospitals. In addition, the number of inpatient bed days per doctor per day was higher in tertiary hospitals than in other types of hospitals. Interviews yielded similar findings, for example, “In my hospital, many doctors work only part of the week in the outpatient department and most of the time in the inpatient department. This is a big difference between us and primary hospitals” (R 1, male administrator from a tertiary hospital). “According to the goals of hierarchical medical policy, tertiary hospitals are primarily positioned to provide inpatient service. Therefore, consultations per doctor per day in my hospital are declining and lower than in most secondary and primary hospitals” (R 2, female administrator from a tertiary hospital).
In our opinion, in addition to changes in patient health-seeking behavior, referral measures have led to more balanced and reasonable workloads for healthcare workers in all hospital types. We found that the number of two-way referrals in Beijing increased significantly since the implementation of the hierarchical medical policy. After implementation, tertiary hospitals are now more likely to treat inpatients with severe or incurable diseases, and low-level hospitals have greater responsibility for treating outpatients. These changes have reduced workloads for healthcare workers in large hospitals and have contributed to the goal of “primary consultation”.
However, although the hierarchical medical policy has improved workloads, healthcare workers continue to report severe job stress. Challenge stress is still high among healthcare workers in all types of hospitals, and especially in tertiary hospitals because the number of patients and their expectations for quality of care are rising [
30,
31]. Moreover, frequent incidents of medical violence and the large variety of work tasks increase challenge stress [
32]. Fortunately, hindrance stress was low among healthcare workers at all hospital levels, particularly in secondary hospitals, which suggests good working relationships with supervisors and coworkers. The interviews were consistent with this interpretation. “The implementation of hierarchical medical policy has changed the work content of healthcare workers but hasn’t reduced workloads; they still face severe job stress” (R 2, female administrator from a tertiary hospital). “In my opinion, the job stress of healthcare workers mainly comes from the long working hours and heavy workload. In addition, misunderstandings with patients and medical violence also cause a lot of stress” (R 4, male administrator from a secondary hospital).
Interestingly, high job stress did not affect the perception of distributive justice, job satisfaction, or work performance of healthcare workers in any hospital type. Healthcare workers from primary hospitals and basic healthcare centers reported lower distributive justice, job satisfaction, and work performance than did those from higher-level hospitals. Thus, after the implementation of the hierarchical medical policy, the main problem faced by healthcare workers from lower-level facilities may not be job stress but low income, which could affect job satisfaction and work performance. To better promote the hierarchical medical policy, relevant departments need to consider gradually increasing the incomes of healthcare workers, which also responds to the advocacy of Mehran et al. [
33]. At the same time, studies have shown that work stress, salary, and working environment affect the career choice of healthcare workers and even affect whether medical students will enter the medical field [
34,
35], which also reminds policymakers to consider these influencing factors. This was reflected in our interviews; “Implementation of hierarchical medical policy has not improved incomes of healthcare workers, and the mismatch between income and workload has reduced our job satisfaction. But it doesn’t affect our work performance because there are so many patients that we need to diagnose and treat every day. At the same time, we need to be responsible for the health and safety of patients” (R 5, male administrator from a primary hospital); “In our opinion, if the income of healthcare workers can be increased, it would help to improve their work performance and promote implementation of the hierarchical medical policy” (R 6, female administrator from a primary hospital).
4.2. Effects on Patients
Successful implementation of the hierarchical medical policy is closely related to patient awareness, participation, and satisfaction regarding such policy. After early policy publicity and implementation, most patients had some understanding of the policy, but 22.2% said they knew little or nothing about it. This indicates that the Beijing municipal government should increase public awareness and enrich publicity channels to increase policy coverage and penetration.
Patient participation in the hierarchical medical policy lessens the burdens of large hospitals and increases access to healthcare services. A previous study concluded that because primary hospitals lack doctors and medical facilities, an increasing number of urban residents want to be treated at large hospitals, regardless of the nature of their disease [
29]. However, our study found that many patients adhered to the hierarchical medical policy in the current medical treatment process; this finding is similar to that of Buchner et al. [
36]. For common diseases, most patients chose basic healthcare facilities and primary hospitals, which greatly contributed to the increase in the annual total number of consultations in these facilities, as indicated in our interviews. “During these years, the annual total number of consultations in my hospitals has gradually increased. Our patients are mainly patients with common diseases and those recovering from diseases” (R 6, female administrator from a primary hospital); “In my opinion, with implementation of the hierarchical medical policy, patients with common diseases are more willing to choose the nearest community healthcare service centers and basic healthcare centers for treatment” (R 8, male administrator from a basic healthcare center). In our opinion, this desirable change in patient medical behavior is attributable to awareness campaigns and effective implementation of the hierarchical medical policy and to policy measures requiring lower treatment costs and higher reimbursement ratios for medical insurance in lower-level hospitals.
Nevertheless, policymakers should note that most patients with other diseases still prefer high-level hospitals. Those with severe and incurable diseases mostly chose tertiary hospitals, which is consistent with the hierarchical medical policy objectives. For chronic diseases, most patients chose secondary and tertiary hospitals, contrary to the recommendation that “patients with chronic diseases should first go to low-level hospitals for treatment, then decide whether to be transferred to high-level hospitals, in accordance with their condition”. During recovery, patients are encouraged to receive healthcare services from primary hospitals and basic healthcare centers. Although the numbers of such patients are more balanced among the different hospital types, high-level hospitals remain the facilities of choice.
Patient choices and behaviors are driven by a number of factors [
37], including hospital reputation, treatment quality, insurance plan, Internet equipment, and so on. They influence patients’ choice of hospitals to varying degrees [
38,
39,
40], according to the research results, “level of physician diagnosis and treatment”, “severe condition of disease”, and “advanced level of medical equipment and technology”. To ensure that “acute and chronic diseases are treated by different facilities” (a goal of the hierarchical medical policy), the municipal government of Beijing needs to strengthen policy publicity and improve infrastructure and service quality in primary hospitals and basic healthcare centers.
Although the implementation of the hierarchical medical policy has not completely changed patient preferences and treatment-seeking behaviors, most respondents reported feeling satisfied with the progress in policy implementation and the phased results achieved. However, after further analysis, we found that patients were less satisfied with some aspects of the hierarchical medical policy. For example, “family doctors signing rate increases, the team of general practitioners expands” was identified as the reform measure that least met their expectations, which suggests a gap between the supply and demand for family doctors/general practitioners. In China, general practitioners mainly work in primary hospitals and basic healthcare centers. The shortage and slow increase in the number of general practitioners partly explains why many patients continue to seek treatment in high-level hospitals. Therefore, the training and provision of family doctors/general practitioners is an urgent need for the next implementation stage of the hierarchical medical policy.
4.3. Effects on Hospital Management
The management of Beijing public hospitals has become more modernized and rationalized after the implementation of the hierarchical medical policy. With respect to the hospital fee structure, the drug cost ratio of outpatients and inpatients in all hospital types has been decreasing, which indicates that hospitals at all levels are actively adjusting the structure and management of medical fees to respond to reform efforts to “return hospital functions to serving patients instead of selling medicines”. Our interviews confirmed this trend. “The drug cost ratio of outpatients to inpatients is a hospital assessment index closely related to the hierarchical medical policy, and the value of this index has been decreasing year by year” (R 1, male administrator from a tertiary hospital). “During the process of medical reform, we removed medicine markups and canceled registration fees and consultation fees, instead of adding medical service fees” (R 4, male administrator from a secondary hospital). Another hypothesis is that the use of artificial intelligence systems in healthcare could also help reduce the costs, which is consistent with Oliva et al.’s findings [
41]. However, we noticed that the drug cost ratio of outpatients unexpectedly increased in 2018 in primary hospitals, which was the only increase in a relevant indicator. Our interviews revealed the reason for this. “We have a high proportion of outpatients with common and minor illnesses, and drug cost is an important part of the medical expenses of these patients. Also, standard medical service fees are lower in primary hospitals than in secondary and tertiary hospitals” (R 5, male administrator from a primary hospital). “A large number of patients choose to seek treatment in tertiary hospitals and then go to nearby primary hospitals to receive drugs” (R 6, female administrator, from a primary hospital).
With respect to hospital functions, the functional positioning of the different hospital types became more targeted. Tertiary hospitals are now more focused on providing inpatient services, which is reflected in the present results as a proportional increase in the usage rate of beds and a decrease in the average days of hospitalization for discharged patients. After the implementation of the hierarchical medical policy, some potential outpatients in tertiary hospitals were diverted to other hospital types, as confirmed in our study. Therefore, tertiary hospitals must expand inpatient operations to meet the policy goals and their operational needs. Thus, tertiary hospitals, on the one hand, increased the number and usage rate of beds. On the other hand, decreased average days of hospitalization for discharged patients allowed them to accept more inpatients. These measures promoted the implicit goals of the hierarchical medical policy but might increase the workload and job stress of healthcare workers in tertiary hospitals, as suggested in our interviews. “In my opinion, the development of the hospitalization business in tertiary hospitals is a policy implementation behavior, as well as a market competition behavior. Business transformation inevitably causes some confusion and stress among healthcare workers” (R 1, male administrator from a tertiary hospital). “Hierarchical medical policies have a great impact on tertiary hospitals, and we need to make adjustments in business, processes, personnel, and other aspects, which is a serious challenge for hospital managers and staff” (R 2, female administrator from a tertiary hospital).
4.4. Policy Prospects
The hierarchical medical policy is a signpost of China’s medical reform and has attracted great attention there and abroad. Beijing started implementing the hierarchical medical policy in 2015 and was expected to provide experience and insights for other cities. On the whole, the effects have been significant, but challenges and obstacles remain for the future implementation of the policy. Therefore, we propose the following policy suggestions.
Firstly, the Beijing government needs to further plan and publicize the hierarchical medical policy through the Internet and other ways, especially for less-educated citizens [
42], implement policy by guiding hospitals and patients through economic incentives and systematically evaluate the effectiveness of policy implementation. Supporting rules and regulations should be developed, and key tasks need to be arranged for the refinement of the hierarchical medical policy in Beijing. This would involve further clarifying the functional positioning and business scope of hospitals, identifying standards and processes for patient referral, and enriching healthcare services for chronic disease in primary hospitals and basic healthcare centers. Publicity and use platforms or channels such as official websites, Weibo, and WeChat should be augmented to increase public understanding of the hierarchical medical policy. Hospitals and patients should be guided to implement the policy through their economic behavior by further improving diagnosis-related groups [
43,
44], thus ensuring that high-level hospitals receive patients with severe and acute diseases and low-level hospitals receive patients with less severe diseases. In addition, we suggest that patients with chronic and common diseases be reimbursed for their medical expenses only when they receive their initial diagnosis and treatment at primary medical institutions. In addition, the hierarchical medical policy should be integrated with the development of a modern hospital management system and performance evaluation, and a scientific evaluation system should be developed.
Secondly, public hospitals need to change their thinking, promote medical friendships, vigorously train general practitioners, and improve the signing rate of family doctors. Public hospitals should actively change their thinking and combine the hierarchical medical policy with hospital development strategies. For high-level hospitals, the implementation of the hierarchical medical policy diverts their patients, which could lead to resistance or passivity to reform in some hospitals and, ultimately, to their closure. Therefore, public hospitals need to modify their thinking, adjust their development strategy and functional orientation, and actively complete the phased key tasks of the hierarchical medical policy [
16]. Medical partnerships should be encouraged to allow high-level hospitals to concentrate and optimize medical services, improve efficiency in the allocation of medical resources, and improve care and service capacity in lower-level hospitals. Under the premise of cyber security, using artificial intelligence to assist the hospital work to reduce costs [
41]. In addition, high-level hospitals in medical friendships could prioritize patients transferred from low-level hospitals. To assist in training general practitioners, high-level hospitals should provide expert consultation and technical guidance to lower-level hospitals. In addition, training in family hospitals should be strengthened to encourage more doctors to become family doctors and provide door-to-door services for contracted patients.
Thirdly, healthcare workers should actively respond to the changes and pressures of reform, strengthen exchanges and cooperation, and improve professional skills and quality of service. On the one hand, in the face of work changes and job stress caused by the hierarchical medical policy, healthcare workers need to adjust their thinking and take appropriate measures to relieve job stress. On the other hand, healthcare workers at high-level hospitals should strengthen communication and cooperation with healthcare workers in low-level hospitals by providing regular diagnostic and treatment services and professional training, thereby improving professional skills and quality of service.
Lastly, patients need to adjust their understanding of low-level hospitals, understand the functional positioning of the different hospital types [
45], and select the hospital appropriate for the nature and severity of their illness. In addition, they should discuss the hierarchical medical policy with family and friends, thereby broadening the reach of the policy.