The impact of service quality provided by health-care centers and physicians on patient satisfaction

Abstract

BACKGROUND: Patient satisfaction is a comprehensive measurement of patients' happiness with the level of health care delivered to them both inside and outside the physician's office. It is commonly used as an indicator to assess the health-care quality and affects a wide range of components related to the provision of health services such as ease of access, medical malpractice, and clinical outcomes. The study aimed to analyze patients' satisfaction with the quality of health care they received at the outpatient department of Klinik Kesihatan Maharani Muar Healthcare Facility (KMMHF), Johor. MATERIALS AND METHODS: This cross-sectional study was conducted between August and December 2019 period. Demographic information and information on patients' feelings about their physicians, treatment, and health facilities provided were collected from 407 consented patients in a simple random sampling survey using a researcher-made, an adapted Medical Interview Satisfaction, questionnaire which was pilot tested before administration to the patients. Data were analyzed with SPSS version 23. Descriptive statistics and correlational and group comparison analyses were utilized. RESULTS: Of the 407 patients studied for physician–patient satisfaction, the overall mean of all the respondents responding was 4.089 ± 0.5, which was ranked the highest among the three objectives. The effectiveness of treatment came as the second highest with the overall mean of 4.088 ± 0.5. Finally, the overall health-care facilities had the lowest overall mean of 4.077 ± 0.5 among the three. CONCLUSION: Most patients who visited KMMHF were mostly satisfied with the outcomes of physician–patient interaction in the clinic.

The Influence of Perceived Hospital Service Quality on Patients' Health-Related Quality of Life and Revisit Intention

“…Hospital service quality perception strongly influences patient satisfaction (Path coefficient = 0.733, 95% CI 0.612-0.827, F2 = 1.158), explaining 53.7% of the variation in patient satisfaction (R2 = 0.537). This aligns with Alghamdi (2014),Fatima et al (2018),Marzo et al (2021), andNguyen et al (2021), indicating the impact of healthcare service quality on patient satisfaction Fatima et al (2018). identified aspects like physical environment, customer-friendly atmosphere, responsiveness, communication, privacy, and safety positively influencing patient satisfaction, mirroring the dimensions in this study's hospital service quality perception variables.…”

“…Table 2 summarizes the results of hypothesis testing. (Marzo et al, 2021). Hospital service quality plays a crucial role in determining healthcare facility success and representing service effectiveness (Manzoor et al, 2019).…”

“…Patient satisfaction and trust in healthcare providers hinge on perceptions of service quality, with studies establishing a significant link between hospital service quality and patient satisfaction (Marzo et al, 2021;Zarei et al, 2015). This research uniquely explores the intricate connections between hospital service quality perceptions and health-related outcomes like HRQL, mediated by patient satisfaction and trust.…”

Propensity Score Matching Analysis of the Influence of Waiting Time Satisfaction on Community Resident’s Satisfaction With Medical Institutions: An Extensive Survey of Outpatient Population in Shantou City of Southern China

“…Studies have delineated the multifaceted nature of waiting times - from registration, consultation, to receiving medication - underscoring its significance in the patient care continuum. 7 , 13 , 14 However, while numerous studies have broached the subject of waiting times, a scant few have rigorously controlled for confounding variables to isolate the pure effect of waiting times on patient satisfaction. This oversight muddles the clarity of the relationship between waiting times and patient satisfaction, leaving a gap ripe for exploration.…”