Research Among Physicians, Health Care Managers And Patients On The Main Factors Influencing Patient Satisfaction In A Hospital

Abstract

Introduction: A review of the theoretical literature shows that patient satisfaction is not a completely clear concept. However, many authors are unanimous that the patient assessment of the provided medical care and administrative services in a hospital is an important prerequisite to enable the management of the medical institution to make improvements in the form of strategic planning and changes in hospital care and administrative service. Aim: The aim of this article is to determine the main factors on which the satisfaction of patients with hospital treatment is based. Materials and Methods: The survey covers 462 respondents in 29 state, municipal and private hospitals. The surveys are aimed at three groups of respondents - patients, doctors and health managers. Results: The results of the study show that patients rank the quality of medical care as the most important factor influencing their satisfaction. In second place is the polite attitude and service of medical and administrative staff. Third, with almost equal influence, patients rank the good administrative services accompanying the treatment and the comfortable interior environment. As health professionals, physicians place the quality of medical care as a leading factor in determining patient satisfaction. Secondly, they determine the polite and attentive attitude of the medical staff towards the patients. The highest value of health managers as influencing patient satisfaction is again the quality of medical care received. Conclusion: The main conclusion that can be drawn from the results of the study is that patient satisfaction is influenced by a complex of factors. Leading among are the quality of medical care, polite and attentive attitude of medical and administrative staff and hospital infrastructure, the interior environment and the provision of equipment. The good balance between these factors allows a medical institution to take care of and serve its patients well and to achieve high levels of their satisfaction.