Patient Satisfaction in Public Outpatient Health Care Services

Abstract

This paper is part of earlier research work conducted in the health care services sector. The customer relationship management concept has encouraged the adoption of a marketing culture not only in the private sector, but in public health care sector as well. In this paper the authors have analysed the factors affecting patient satisfaction in public health care outpatient services. Patient satisfaction is measured with respect to technical and non- technical characteristics of health care service encounters, categorised into four basic components: attitude towards doctors, attitude towards medical assistants, quality of administration and quality ofatmospherics. The authors hypothesise that all four factors are closely related to consumer satisfaction. The paper measures the degree of consumer satisfaction experienced by patients through the tested self-developed five-point Likert scale and has highlighted the problem faced by them. The impact of age, education level and gender ofthe decision maker on satisfactionldissatisfaction is analysed using relevant statistical tools. The responses have been integrated into important factors on the basis of factor analysis after verifying the validity and reliability of the schedule. The paper concludes with the strategic actions necessary for meeting the needs of patients of the government health care sector in developing countries.

Determinants of Consumer Satisfaction of Health Care in Ghana: Does Choice of Health Care Provider Matter?

“…Previous studies have investigated patient's socio-economic and demographic characteristics in relation with satisfaction partly because of the ease with which this data can be collected. The literature shows that characteristics such as age, educational level, health status and amount of information conveyed by the health provider are significant predictors of health care satisfaction (Chahal et al 2004;Cohen, 1996;Hall and Dornan, 1988).…”

Analysis of importance level and quality achievement aspect in dental health service (A case study on Waru Sidoarjo Community Dental Health Service)

“…An the last stage is about the assessment of the service users on the services perceived. 5,6 Based on the observation results of the value of importance and achievement of the service quality of Waru Sidoarjo CDHS, it is known that there were some attributes including the comfort of waiting room, the readiness of service, and the preparation of service obtaining high importance value from the respondents, but they still obtained a large percentage of the number of respondents who felt unsatisfied. Those patients of CDHS felt that the dental care service perceived still had not optimally met their expectation considered to be important for them.…”

“…In the service process, there are aspects of interaction between service users and service providers although sometimes parties involved are not always aware of the interaction, and do not result in the transfer of owner. 1,4,5 Quality improvement efforts that have impacts on improving the utilization of services require both of the focus on how to provide needs, demands, and expectations of service users, as well as the integration of all activities of the organization in order to meet the needs, demands, and expectations in providing services. Both of them can actually be related with the orientation of the long-term achievement of organizational goals.…”

Development Management Relationships With Patients as a Factor of Competitive Advantage of Healthcare Institutions

“…Menadžeri bolnica moraju da stvore uvid u percepciju kvaliteta usluga od strane pacijenata i njihove odgovarajuće izvore zadovoljstva, odnosno nezadovoljstva. Da bi se bolje razumela percepcija pacijenata treba da se odgovori na sledeća pitanja (Chahal, Sharma, & Gupta, 2004):…”

“…Mehanički stav osoblja je glavni uzrok za nizak nivo satisfakcije. (Chahal, Sharma, & Gupta, 2004) Pacijenti žele da osoblje bude nepristrasno, prijateljski nastrojeno, saosećajno i učtivo pod svim okolnostima. Da bi se ovo ostvarilo, osoblje treba da se obučava pojediačno ili sa njihovom tehničkom obukom u radu sa pacijentima na način na koji je na zdravstvene potrebe pacijenata odgovoreno humano.…”