Evaluation of the Satisfaction of Patients Seen in the Dermatology Department of a Spanish Tertiary Hospital

Abstract

Patient satisfaction is of great importance and is a key factor in the quality of care. The most commonly used measure of this factor is satisfaction surveys. This study used the modified SERVQHOS healthcare quality survey model, which adapts the SERVQUAL survey. The main objective was to determine the degree of satisfaction of patients seen in the outpatient department of the Dermatology Service, as well as to describe and detect those aspects that could be improved to offer better quality care. A total of 250 patients responded to the survey. The mean Likert scale score for the 19 items on the perceived quality of care was 4.17 ± 0.796 points. Up to 92.8% were satisfied or very satisfied with the care received. All items were statistically correlated with overall satisfaction (p < 0.001). In the multivariate study, the variables with predictive capacity in relation to overall satisfaction (p < 0.05) were “the technology of the medical equipment”; “the directions to the consultation”; “the confidence that the staff transmits”; “the state of the consultation”; and “the interest of the staff in solving problems”. Satisfaction was significantly higher in men (p < 0.05), with a level of education up to primary school (p < 0.05) and no work activity (p < 0.001). The final mean score in the degree of perceived satisfaction was very high, indicating that the expectations of the patients were exceeded, and showing that satisfaction is closely linked to the qualities and skills of the staff in their relationship with the patient.

Factors affecting patient satisfaction at a plastic surgery outpatient department at a tertiary centre in South Africa

“…Overall satisfaction scored at the “satisfied” level, which is halfway between “neutral” and “very satisfied,” and no participants reported feeling less than neutral in their overall satisfaction with the PSD in this study. This echoes findings in a similar study in an outpatient dermatology department [ 67 ].…”

Service Quality and Related Factors in Primary Health Care Services: A Cross-Sectional Study

“…The manner in which citizens received the service they demanded on time, with respect and interest through competent and relevant health personnel, affected their satisfaction [24][25][26][27][28][29][30][31][32][33][34][35]. A number of factors have been identified as affecting the level of satisfaction with health services, including age, gender, marital status, income level, education level, length of hospitalization, and occupation [36][37][38][39][40][41]. Additionally, it has been postulated that personality characteristics may also influence the quality of the service provided.…”