Accreditation Status and Other Factors Affecting Patient Satisfaction in Hospital

Abstract

Background: Hospital accreditation is a systemic assessment to measure service quality according to standards. Hospital services focus on meeting patient needs and satisfaction. This study aimed to determine the status of accreditation and other factors that influence the satisfaction of hospitalized patients in the hospital. Subjects andMethod: This was a cross sectional study conducted in four hospitals in Sleman, Yogyakarta, from March to April 2019. A sample 200 inpatients were selected for this study by proportional random sampling. The dependent variable was patient satisfaction. The independent variables were accreditation status, service quality, length of care, source of funds, employment, age, and gender. The data were collected by questionnaire and analyzed by path analysis. Results: Patient satisfaction was directly and positively affected by age >18 years old (b = 2.34; 95% CI= 0.33 to 2.50; p= 0.023), gender (b = 1.02; 95% CI = 0.08 to 1.96; p = 0.034), length of care> 3 days (b= 0.99; 95% CI= 0.043 to 1.95; p= 0.041), independent funding sources (b= 1.50; 95% CI= 0.47 to 2.53; p= 0.004), good service quality (b = 3.42; 95% CI = 2.31 to 4.53; p <0.001), and good accreditation status (b = 3.33; 95% CI = 2.12 to 4.54; p<0.001). Satisfaction is directly and negatively influenced by work (b = -1.37; 95% CI = -2.32 to -0.41; p = 0.005). Patient satisfaction was influenced indirectly and positively by accreditation status through good service quality (b = 0.70; 95% CI = -0.04 to 1.96; p = 0.037). Patient satisfaction was influenced indirectly by age> 18 years through service quality (b = 1.50; 95% CI = 0.49 to 2.50; p = 0.036). Conclusions: Patient satisfaction was influenced directly and positively by age> 18 years, male sex, length of care >3 days, independent fund sources, good service quality and good accreditation status. Patient satisfaction is influenced directly and negatively by work. Patient satisfaction was indirectly affected by age >18 years and good accreditation status.

Facebook Reviews as a Supplemental Tool for Hospital Patient Satisfaction and Its Relationship with Hospital Accreditation in Malaysia

“…Additional studies in Lebanon [ 43 ], Turkey [ 61 ], India [ 62 ], and Malaysia [ 63 ] have all echoed this result. On the other hand, some research has shown a positive relationship between accreditation and patient satisfaction [ 46 , 47 , 48 ].…”

“…We did not check our reviewers’ Facebook accounts to avoid breaching the Malaysia Personal Data Protection Act or other laws. Age has been shown to have a direct and positive effect on patient satisfaction and service quality rating [ 43 , 46 ]. This finding was echoed by a Malaysian government survey which discovered that, between 2018 and 2020, younger people account for the majority of social media users in Malaysia [ 21 , 73 ].…”

“…This finding was supported by a study conducted in Lebanon in which the majority of patients expressed dissatisfaction with the quality of services [ 43 ], a study conducted in the United States in which no significant difference in patient satisfaction was found between accredited hospitals and other organizations [ 44 ], and an Iranian study in which an inverse relationship between patient satisfaction and quality of care was discovered [ 45 ]. However, many other studies have shown a positive correlation between accreditation and patient satisfaction in several settings, including Southeast Asia [ 46 ] and the Middle East [ 47 , 48 ].…”

Do Places of Delivery Have Contextual Effect on the Perceived Quality of Intrapartum and Postpartum Services? A Multilevel Evidence from Kebumen, Central Java

“…The older the patient the better the assessment of service quality. They are generally more open so that expectations for services received are not too high compared to younger ones (Sulistyo et al, 2019).…”

“…They tend to be very dependent on health services. Conversely, those who work at home tend to be independent of their health (Sulistyo et al, 2019).…”