Determinants of Patient Satisfaction in Hospital

Abstract

Background: Quality of healthcare can be measured by observing its structure, its processes, and its outcomes. Patient satisfaction is an important measure of healthcare quality. Patient satisfaction is correlated with important outcomes, such as superior compliance, increased utilization of medical services, less malpractice litigation and better prognosis. This study aimed to examine determinants of patient satisfaction in hospital. Subjects and Method:A cross sectional study was carried out at 4 hospitals in Sleman, Yogyakarta, from March to April 2019. A sample of 200 inpatients was selected by proportional random sampling. The dependent variable was patient satisfaction. The independent variables were accreditation status, quality of health care, length of stay, health financing, employment, age, and gender. The data were collected by questionnaire and analyzed by a multiple logistic regression. Results: Age ≥18 years (b= 2.34; 95%CI= 0.33 to 2.50; p= 0.023), male (b= 1.02; 95% CI= 0.08 to 1.96; p= 0.034), length of stay ≥3 days (b= 0.99; 95%CI= 0.043 to 1.95; p= 0.041), independent health financing (b= 1.50; 95%CI= 0.47 to 2.53; p= 0.004), good quality of health care (b= 3.42; 95% CI= 2.31 to 4.53; p<0.001), and good accreditation status (b= 3.33; 95%CI= 2.12 to 4.54; p<0.001) increased patient satisfaction. Patient satisfaction decreased with employment status (b= -1.37; 95%CI= -2.32 to -0.41; p= 0.005). Conclusion: Age ≥18 years, male, length of stay ≥3 days, independent funding source, good quality of health care, and good accreditation status increase patient satisfaction. Patient satisfaction decreases with employment status.

The Differences of Inpatients’ Satisfaction Level based on Socio-Demographic Characteristics

“…This refers to their activities while living in Bali, which is the majority of trips compared to work. Sulistyo et al (2019) revealed that patients who did not work had higher satisfaction than patients who worked. This is because individuals who work generally have a habit of always focusing on the services, they should get to suit their needs.…”

“…This is because the service quality will positively influence patient satisfaction, i.e. the better service quality, the higher patients satisfaction (Sulistyo et al, 2019).…”

“…In addition to the factors originating from the care provider, the length of stay in the hospital can also affect patient satisfaction. According to Sulistyo et al (2019), patient's length of stay can significantly affect patient satisfaction positively. This is because patients treated for a long time feel that they have received more attention (Salehi et al, 2018).…”

“…This is because patients treated for a long time feel that they have received more attention (Salehi et al, 2018). Longterm treatment will also increase the health workers' attention and empathy to patients, then patients generally will more feel comfortable (Sulistyo et al, 2019).…”

“…This is because individuals who work generally have a habit of always focusing on the services, they should get to suit their needs. Therefore, individuals who work tend to be very dependent on health services, while individuals who do not work will tend to be more independent (Lupiyoadi cited in Sulistyo et al, 2019).…”