Abstract
Measuring patient satisfaction of healthcare service quality represents a significant element of a healthcare’s system (HS) overall evaluation. It is the starting point for creating policies in national healthcare. The purpose of this paper was to evaluate Romanian patients’ perception and satisfaction of the quality of the national HS as a whole and of its components. Exploratory and descriptive research was used. Data were collected through face-to-face interviews with Romanian patients, based on a questionnaire. Out of the 2305 respondents, 83% used the Romanian HS in the past 12 months and 58% of the respondents did not trust the system. The accommodation, food, and other facilities of Romanian hospitals were perceived as being at a low level. One third of the respondents were unsatisfied and very unsatisfied with respect to the overall impression of the Romanian HS. In addition, our research found a statistically significant relationship between confidence in the HS, age, and gender, and also between the overall impression on the HS, age and income.
Highlights
Competition at a global level requires the implementation of sustainability, viewed as an important strategy in the service industry
One important strategy in the service industry that gives a boost to global competition in the field is sustainability
The results cannot be generalized to the entire population, they offer important insights into the perceptions of Romanian patients
Summary
Competition at a global level requires the implementation of sustainability, viewed as an important strategy in the service industry. A stronger pressure has been exerted during the last decades upon organizations to focus on financial performance, and on sustainability and accountability in business performance [4]. From this viewpoint, any company aims at focusing on sustainability, from environmental, social and economic performance perspectives [5]. The World Health Organization defined health not just as the absence of disease or infirmity but as being as being a state of well-being from a physical, mental and social point of view. Health professionals provide proactive services that aim to prevent, cure and rehabilitate one’s health [8]
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