Effect of inpatient experiences on patient satisfaction and the willingness to recommend a hospital: The mediating role of patient satisfaction: A cross‐sectional study

Abstract

Background and Aims As high‐quality health care encompasses patient‐centered care, this study used the perceived quality−satisfaction−behavioral intention and structure‐process‐outcome models to (1) investigate the relationships among patient experience, patient satisfaction, and the willingness to recommend a hospital and (2) estimate the indirect effects of patient satisfaction on the relationship between patient experience and the willingness to recommend a hospital. Methods A cross‐sectional survey design was adopted to investigate data obtained from the Seoul National University Hospital Patient Experience survey administered in 2020. Responses were analyzed from 1555 patients, who had been admitted to the inpatient ward of a tertiary hospital for a period lasting more than 1 day. Results The path model demonstrated a good fit to the relationships between patient experience, patient satisfaction, and the willingness to recommend the hospital. Patient experience directly influenced patient satisfaction ( β = 0.659, p < 0.001) and the willingness to recommend the hospital ( β = 0.168, p < 0.001), whereas patient satisfaction had an indirect effect ( β = 0.418, p < 0.001) on the relationship between patient experience and the willingness to recommend the hospital. Conclusion Patient experience is a critical factor that health care systems need to consider for enhancing patient‐centeredness, patient satisfaction, and the willingness to recommend a hospital.

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“…Similarly, Park et al [30] showed that PX could be used as an indicator to measure patient satisfaction and loyalty.…”

“…It provides a better understanding of healthcare quality and has been integrated into multiple frameworks to depict the expectations of both internal [27] and external healthcare consumers [30].…”

Analysis of Retreatment Intention Influenced Quality of Service, Patient Trust, Healthy Culture, Dimediation of Patient Satisfaction at Betawi Hospital, North Jakarta

“…Xisfingi and Vozikis (2016) found patient satisfaction and quality of health services. Park et al (2022) found that patient experience directly influences patient satisfaction, and the intention to recommend a hospital. However, patient satisfaction has an indirect effect on the relationship between experience and willingness to recommend a hospital.…”

“…Hypothesis 2. Patient trust has a significant effect on patient satisfaction High-quality health care includes patient-focused care and influences perceived satisfaction and behavior by Park et al (2022) and Rohit (2016). Healthy culture is defined as changing bad habits to be positive.…”

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“…In fact, Magnet accreditation is significantly linked to higher HCAHPS scores [21]. Similarly, a Korean study showed that patients who had a good experience at the hospital were more likely to be satisfied and are more willing to recommend the hospital [22]. As such, hospitals ought to be looking at ways to quantify satisfaction and increase it.…”