The Effect of Outpatients’ Perceived Service Quality on Satisfaction with Treatment and Willingness to Recommend Hospital

Abstract

Objectives This study examined to identify the factors influencing on patients’ satisfaction with treatment outcome and willingness to recommend hospital to others. Methods Data from the 2017 National Patient Experience Survey were used for the analysis. Logistic regression analysis was conducted to explore the factors such as sociodemographic, health related factors and perceived quality of healthcare services which patience had experienced. The influence of patients’ satisfaction on willingness to recommend hospital was analyzed using logistic analysis. Results Of the 7,488 patients experiencing outpatient services, 6,676 (89.2%) and 6,383 (85.2%) respondents showed satisfied with treatment outcome and willingness to recommend hospital, respectively. Those who experienced involvement in care decision, ample opportunities to questions, enough time to talk and being treated with respect by physician were more likely to satisfy with treatment outcome. Even after controlling for their socio-demographic and health related factors, outpatients with better quality of healthcare services were more likely to show higher satisfaction and willingness to recommend hospital. Conclusions The result revealed that experiences of positive physician-patient relationship and better hospital facility and effective administrative service affected the patients’ satisfaction with treatment outcome and willingness to recommend hospital. To improve patients’ satisfaction of health care uses, it is necessary to improve non-medical service as well as patient-health care provider interaction from the patients’ perspectives. Key words: Patient experience, Service quality, Patient satisfaction, Outpatient services, Healthcare responsiveness