Patient Satisfaction With Healthcare Services A Critical Review

Ferrand, Yann; Siemens, Jennifer Christie; Weathers, Danny; Fredendall, Lawrence D.; Choi, Yunsik; Pirrallo, Ronald G.; Bitner, Matthew

doi:10.1080/10686967.2016.11918486

Cited by 34 publications

(30 citation statements)

References 1 publication

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“…The current healthcare system is becoming increasingly consumer-driven as more and more often health care providers take into account patients' opinions and expectations. Measuring the level of patient satisfaction is a useful tool in delivering quality health care that is responsive to consumer preferences [1,2]. Patient satisfaction can also be helpful in predicting utilization and compliance as satisfied consumers are more likely to continue using health care services and follow medical regimens [3].…”

Section: Introductionmentioning

confidence: 99%

Does place of residence affect patient satisfaction with hospital health care?

Maślach

Karczewska

Szpak

et al. 2020

Ann Agric Environ Med.

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Introduction and objective.Measuring the level of patient satisfaction is a useful tool in delivering quality care that is responsive to consumer preferences. Various socio-demographic factors might be considered as potential predictors of patient satisfaction. The aim of the study was to assess whether place of residence (rural/urban) affects patient satisfaction with hospital health care. Materials and method. Data were obtained using face-to-face questionnaire, administered in five large, urban hospitals in Podlaskie Province, north-eastern Poland, during 2014-2018. The study sample comprised of 1,624 participants (585 rural, 1039 urban) who assessed satisfaction with 28 hospital health care items. The means and standard deviations were presented to compare 28 satisfaction items between the rural and the urban samples. Regression analysis was used to determine whether location difference (rural vs urban) affected patient satisfaction with various domains of hospital health care. Results. The mean results of 28 satisfaction items on the 1-5 scale were similar among the rural and the urban samples, and generally skewed towards positive experiences. In the univariate analysis, significant associations between place of residence and patient satisfaction were identified with regard to three components of inpatient care: 1) hospital settings and staff care, 2) doctors' professional skills, and 3) hospitalization outcomes. After adjusting for socio-demographic variables, the association remained significant only with respect to satisfaction with hospitalization outcomes (b = 0.121; SE = 0.055; p = 0.028). Conclusions. Some evidence for differences in patient satisfaction by place of residence was found. Study findings may be helpful in implementing care quality improvement programmes.

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Section: Introductionmentioning

confidence: 99%

Does place of residence affect patient satisfaction with hospital health care?

Maślach

Karczewska

Szpak

et al. 2020

Ann Agric Environ Med.

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“…Kepuasan pasien memberikan dampak pada keputusan pasien untuk menentukan pelayanan kesehatan yang akan digunakan. 11 Kepuasan adalah konsep yang dinamis, artinya tingkat kepuasan masyarakat terhadap pelayanan puskesmas dari waktu ke waktu akan terus mengalami perkembangan. 12 Oleh karena itulah meskipun puskesmas telah dinyatakan lolos akreditasi dan telah menerapkan standar pelayanan sesuai pedoman akreditasi, tetapi pengukuran kepuasan pasien tetap penting untuk dilakukan.…”

Section: Pembahasanunclassified

Pengaruh Pelaksanaan Akreditasi Puskesmas terhadap Kepuasan Pasien

Wulandari

Ridho²,

Supriyanto³

et al. 2019

MKMI

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Sejak diberlakukannya kebijakan Jaminan Kesehatan Nasional (JKN), seluruh puskesmas di Indonesia wajib mengikuti akreditasi. Melalui akreditasi, diharapkan kualitas pelayanan puskesmas semakin meningkat, salah satu diantaranya dapat dilihat dari peningkatan kepuasan pasien. Penelitian ini dilakukan untuk menganalisis pengaruh akreditasi terhadap kepuasan pasien. Penelitian ini merupakan penelitian observasional dengan rancang bangun cross-sectional, yang dilakukan kepada 90 pasien puskesmas yang pernah berkunjung ke puskesmas sebelum dan sesudah akreditasi. Sampel diambil secara accidental sampai memenuhi kuota yang ditetapkan untuk tiap puskesmas. Uji Paired-Sample T Test dilakukan untuk melihat signifikansi perbedaan skor kepuasan sebelum dengan sesudah akreditasi. Hasil penelitian menunjukkan terdapat perbedaan skor kepuasan yang signifkan antara sebelum dengan sesudah akreditasi untuk dimensi mutu responsiveness, credibility, competence, communication, security, access, courtesy, understanding customer dan tangibles. Dimensi reliability tidak ditemukan perbedaan yang signifikan. Sedangkan khusus untuk dimensi understanding cutomer terjadi penurunan skor kepuasan sesudah akreditasi. Dengan demikian dapat disimpulkan bahwa akreditasi berpengaruh terhadap kepuasan pasien. Oleh karena itu, penting bagi puskesmas memperbaiki sistem pelayanannya terutama terkait dengan pemenuhan janji layanan yang telah ditetapkan sebagai sasaran mutu. Penyebaran informasi kepada masyarakat harus ditingkatkan, agar masyarakat menjadi mengetahui adanya akreditasi yang dijalankan oleh puskesmas.

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“…Patient satisfaction and service quality have become increasingly important, and a considerable amount of literature was built around their antecedents . Moreover, patient satisfaction was found to be important for the financial performance of health care providers and for patient well‐being . Patient satisfaction is directly related to patients' loyalty to their health care provider .…”

Section: Literature Reviewmentioning

confidence: 99%

“…Patient satisfaction is both complex and subjective in nature. Put simply, widely used measures of patient satisfaction are inadequate . Hence, inappropriate or simplified measurements of patient satisfaction could result in completely misleading conclusions .…”

Section: Introductionmentioning

confidence: 99%

An integrated MUSA to measure health care service quality from a patient's perspective in a resource‐constrained setting

Al-Awlaqi

Aamer

2019

Health Planning & Management

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Purpose:Although assessing the quality of health services offered in a least developed country such as Yemen is very important, it is not yet given attention. As a result, Yemeni patients started to look for higher quality of health services abroad. Thus, Yemeni health private providers need to know how to link their patients' satisfaction to the quality of the services offered to end up with more satisfied patients and higher health service quality offered. Methodology: Data were collected form 5310 patients in 249 private clinics. The patients evaluated their satisfaction on the quality of service on the basis of nine criteria that comprised 31 subcriteria. We used multicriteria satisfaction analysis (MUSA) to analyze the data. Findings and Conclusion: The data analysis results showed low level of satisfaction on the health care quality services offered by the private clinics in Yemen. The majority of the criteria and subcriteria showed low level of satisfaction, high demand, and high mandate for improvement. K E Y W O R D S health care quality, multicriteria satisfaction analysis, private clinics, Yemen

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Patient Satisfaction With Healthcare Services A Critical Review

Cited by 34 publications

References 1 publication

Does place of residence affect patient satisfaction with hospital health care?

Does place of residence affect patient satisfaction with hospital health care?

Pengaruh Pelaksanaan Akreditasi Puskesmas terhadap Kepuasan Pasien

An integrated MUSA to measure health care service quality from a patient's perspective in a resource‐constrained setting

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