Abstract
Background:Patient satisfaction is widely used as an important component in evaluating quality of health care. The current study aimed to evaluate patient satisfaction with the quality of healthcare.Methods:The study was carried out by a cross-sectional method for evaluation of hospitalized patient satisfaction with provided services. Participants of this research include patients who have been hospitalized during the last 5 years (2012-2016). Research tools were prepared on the basis of specially developed “Medical Outcomes Study, Patient Satisfaction Questionnaire” (MOS PSQ-III).Results:Most of the patients positively evaluated financial accessibility and quality of health services, even though some aspects of health care need improvement. This may be related to the introduction of the Universal Health Care Program in 2013, which increased population coverage. The international quality accreditation of the Emergency Cardiology Center has also played an important role in raising patient's satisfaction levels and in achieving higher standards in the sectors of patient safety and quality management. However, the study indicated, that there was a moderate level of satisfaction with the accessibility of healthcare services. So the further revisions and actions are needed to expand and refine the Universal Health Care Program. We also found an evidence that gender, age and education act as the socioeconomic determinants of satisfaction with healthcare quality.Conclusion:The patient satisfaction study, as one of the most important quality indicators, should be developed throughout the country. It will promote the development of healthy competitive environment among medical organizations and will improve the quality of medical services.
Highlights
Quality is a key determinant of market share and the ability of an organization to meet or exceed customer expectations [1, 2]
Analysis of the data of this period is important because the universal health care program that was launched in Georgia in 2013 allows us to evaluate its impact on patient satisfaction
This may be related to the introduction of the Universal Health Care Program in 2013, which has increased the coverage of population
Summary
Quality is a key determinant of market share and the ability of an organization to meet or exceed customer expectations [1, 2]. Since patients are often unable to accurately assess the technical quality of a health care service, the functional quality is usually the primary determinant of patients' quality perceptions [5]. Patient satisfaction is widely used in the modern world as an important component in evaluating the quality of healthcare as well as the health care system [6]. Private insurance providers regularly measure patient satisfaction and patient experience as indicators of a performance [8]. It is used for measuring the compliance between the patients’ preferences, expectations and received medical care. Patient satisfaction is widely used as an important component in evaluating quality of health care. The current study aimed to evaluate patient satisfaction with the quality of healthcare
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