Abstract
This study scrutinizes effects of current health service experience on patient satisfaction. The investigation included 337 participants, who were actively receiving health services from the largest public hospitals’ clinics in Turkey. An examination of the experience’s and satisfaction’s statistical structures is made; therefore, exploratory factor and reliability analyses were applied. A structural equation modeling was used consecutively to determine the experience’s effects on satisfaction integratively. Instrument combinations were used for both ends distinctively for a peripheral approach. The tripartite experience is fully effective on satisfaction, which encompasses five elements. The experience has the strongest connection with satisfaction via Hospital Context’s Physical Aspects (HCPA) (R² = 0.88) and Attitude Of Doctor (AOD) (R² = 0.70). The weakest connection involves satisfaction from Attitudes Of Administrative Personnel (AOAP) (R² = 0.24). Two experience factors, initial contact (IC) and Awareness (AW), pose the greatest positive effects on HCPA (IC-HCPA, γ: 1.97, S.E.: 0.0058, t: 338.79; AW-HCPA, γ: 0.96, S.E.: 0.0054, t: 179.07) and AOD (IC-AOD, γ: 2.15, S.E.: 0.0057, t: 378.32; AW-AOD, γ: 1.08, S.E.: 0.0064, t: 167.92). Most of the effects is positive at factor level generally, with two exceptions: the effect of IC on AOAP (γ: - 0.32, S.E.: 0.0049, t: -65.73) and that of AW on AOAP (γ: - 0.26, S.E.: 0.0073, t: -35.88). Current health service experience is fully and supportively effective on patient satisfaction broadly, but the nature of this effect varies in terms of intensity and direction at factor level.
Highlights
The scope of the health sector is vast, but as the primary emphasis is on patients, the issue of their satisfaction is vital
The current health service experience includes nine items that were extracted after investigating the related studies; an exploratory factor analysis was conducted, using the same settings as those used for patient satisfaction
This study investigated two issues in some of the largest public hospitals in Turkey: how patient satisfaction is shaped and how this satisfaction is affected by the patients’ current experience
Summary
The scope of the health sector is vast, but as the primary emphasis is on patients, the issue of their satisfaction is vital. With a normative approach for patient-doctor relationships (Gordon and Edwards, 1997), it is concluded that doctors should approach patients in a trust-building, warm, delicate and encouraging manner; try to use empathy while understanding patients; use a simple phraseology to express the situation and possible outcomes; avoid being dominant during dialogues and provide clear treatment options to patients. Some components of this normative approach are further evidenced in the literature. According to (Roter et al, 1997), doctors are very effective in encouraging patient satisfaction as long as they avoid using medical jargon heavily and show empathy
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