Patients' satisfaction and quality of care : an empirical study in a Greek central hospital
Part of : MIBES Transactions : international journal ; Vol.1, No.1, 2007, pages 46-59
Issue:
Pages:
46-59
Abstract:
Patients' perceptions about the quality level of health services provided in hospitals seem to have been largely ignored by both researchers and practitioners. Patients' voice has to guide the design of health care service delivery processes in order to foster confidence and promote the usage of the available health care facilities. In this line, we investigate the relationship of patients' admission, accommodation aspects, external environment and the care provided by doctors, nurses and assistant personnel with service quality mirrored on patients' satisfaction. The current study is, therefore, patient-centered and identifies the quality factors that are important to patients ; it also examines their links to patient satisfaction in the context of Greece. A field survey was conducted based on a sample of 164 patients of a central public hospital.By using stepwise regression analysis, significant associations were found which shed light on the determinants of patients' satisfaction. Especially, results reveal that visiting hours, doctor 's consistency, the kind of insurance , days of hospitalization , the type of clinic and hygiene's observance have a positive relationship with patients ' satisfaction . On the other hand, patients are dissatisfied, if quiet is not observed, if it is difficult to locate doctors, if problems occur with parking, and admission process. In addition, the lack of communication with nurses, doctors' impoliteness, orderly improper behaviour, and health deterioration after patients' hospitalization exertnegative impact on satisfaction. Implications and future research issues are also discussed.
Subject:
Subject (LC):
Keywords:
patient satisfaction, service quality, quality of care
Notes:
Περιέχει πίνακες και βιβλιογραφία, JEL Classifications: I10, I11, I18, J24, L32, M10
