Determinants of patient satisfaction: a systematic review

Batbaatar, Enkhjargal; Dorjdagva, Javkhlanbayar; Luvsannyam, Ariunbat; Savino, Matteo Mario; Amenta, Pietro

doi:10.1177/1757913916634136

Cited by 579 publications

(716 citation statements)

References 132 publications

(966 reference statements)

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“…This is in accordance with the opinion expressed by Batbaatar et al (2016) that the indicator of the quality of health services has a strong and positive influence on patient satisfaction. The same opinion is expressed by Lankarani et al (2016) which states that patient satisfaction is an indicator of service quality and efficiency of health services.…”

supporting

confidence: 92%

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Factors Affecting Quality of Health Service and Patient Satisfaction in Community Health Centers in North Lampung, Sumatera

Widayati

Tamtomo

Adriani³

2017

J HEALTH POLICY MANAGE

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Background: Quality of health service and patient satisfaction are an important element in providing a health service. Assessing and evaluating a health service based on user perceptions are important for continuous improvement of health services. This study aimed to examine the factors affecting quality of health service and patient satisfaction in community health centers in North Lampung, Sumatera, Indonesia. Subjetcs and Method: This was an analytic observational study with a cross-sectional design. This study was conducted in 25 community health centers in North Lampung, Sumatera, in January 2017. A total sample of 200 out-patients was selected for this study by simple random sampling, and stratified random sampling for community health center. The dependent variables were quality of service and patient satisfaction. The independent variables were education, income, frequency of visit, and accreditation status of community health center. Contextual effect was measured by accreditation status of community health center. The data were collected by questionnaire and analyzed by linear regression multilevel model. Results: Factors affecting quality of health service were income (b= -1.09, 95% CI= -5.71 to 3.52, p = 0.641), education (b = -11.48, 95% CI= -16.07 to -6.88, p< 0.001), and frequency of visits (b=6.88, 95% CI= 2.53 to 11.23, p=0.002). Intraclass correlation= 6%. Factors affecting patient satisfaction were income (b= -1.07, 95% CI= -1.58 to -0.56, p<0.001), education (b= -0.77, 95% CI= -1.31 to -0.23, p=0.005), frequency of visits (b= 0.88, 95% CI= 0.39 to 1.38, p<0.001), and quality of service (b=0.04, 95% CI= 0.02 to 0.06, p<0.001). Intraclass corelation= 13.79% indicating considerable contextual effect of accreditation status of community health center. Conclusion: Quality of service is affected by income, education, and frequency of visits in community health center. Patient satisfaction is affected by income, education, frequency of visits, and quality of service. Accreditation status of community health center has a considerable contextual effect on patient satisfaction.

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supporting

confidence: 92%

“…The more frequent the frequency of patients visiting a community health center the higher the level of satisfaction (Batbaatar et al, 2016). While Birhanu et al, (2010) stated that patients who frequently visit community health centers will have good relations with officials.…”

Section: Factors Affecting To Quality Ofmentioning

confidence: 99%

Factors Affecting Quality of Health Service and Patient Satisfaction in Community Health Centers in North Lampung, Sumatera

Widayati

Tamtomo

Adriani³

2017

J HEALTH POLICY MANAGE

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“…Quality of health communication, willingness to pay high treatment costs, being married, being young and having experience in taking care of patients-these are factors that could increase positivity in patient attitude towards health care services, which is in line with recent empirical findings on determinants of patient satisfaction [35]. Of these factors, health communication and marital status are the most influential.…”

Section: Discussionsupporting

confidence: 69%

Psychological and Socio-Economic Factors Affecting Social Sustainability through Impacts on Perceived Health Care Quality and Public Health: The Case of Vietnam

Vuong

et al. 2017

Sustainability

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A study on over 2000 patients has been conducted in Hanoi, Vietnam, to explore the influences of psychological and socio-economic factors on the evaluation of healthcare quality and public health by patients. The findings suggest effective health communication and the status of being married are two elements that have the strongest impact on people's positive perceptions about healthcare quality (β HealthCom = 0.210, β otherMaritalstt = −0.386, p < 0.001). Young unmarried people and the insured tend to be more critical of healthcare quality (β Age = −0.005, p < 0.05; β yesHealthIns = −0.208, p < 0.001). At the same time, a higher BMI and better view of health care quality are linked to negative opinions about community health. These outcomes suggest that in order to maintain collective health as part of social sustainability, the Vietnamese government should pay attention to infrastructure improvement, insurance system reforms, and communication of personal health care knowledge.

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“…7 In particular, this review found that interpersonal care and affective behaviors such as respect and courtesy in interactions with nurses and physicians had effects on patients' satisfaction with their care. However, there was inconsistent evidence about the relationships between patients' demographic and psychological characteristics and their overall satisfaction.…”

Section: Bartlett Ellis Et Almentioning

confidence: 98%

Using HCAHPS data to model correlates of medication understanding at hospital discharge

Ellis¹,

Werskey²,

Stangland³

et al. 2017

NRR

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Background: Hospitals are challenged to improve hospital transitions to home and are held accountable through public reporting. Design: This cross-sectional study used patients' self-reported experience data from the publicly reported Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey to describe correlates of medication understanding at hospital discharge, using data collected from adult patients discharged from one Midwestern community hospital (N=154). Results:The final logistic regression model included four correlates of medication understanding: 1) nurse always communicates well, 2) physician always communicates well, 3) new prescriptions during hospital stay, and 4) very good or better mental health, and these classified 72.6% of the cases. Significant correlates of the patient strongly agreeing that they understood discharge medications were the "nurse always communicates well" (odds ratio =3.10, 95% confidence interval: 1.25, 7.66) and "very good or better self-perceived mental health" (odds ratio =2.17, 95% confidence interval: 1.02, 4.64). Conclusion: HCAHPS data can be used to model correlates of medication understanding, which are then useful for evaluating intervention effects following quality improvement.

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Determinants of patient satisfaction: a systematic review

Cited by 579 publications

References 132 publications

Factors Affecting Quality of Health Service and Patient Satisfaction in Community Health Centers in North Lampung, Sumatera

Factors Affecting Quality of Health Service and Patient Satisfaction in Community Health Centers in North Lampung, Sumatera

Psychological and Socio-Economic Factors Affecting Social Sustainability through Impacts on Perceived Health Care Quality and Public Health: The Case of Vietnam

Using HCAHPS data to model correlates of medication understanding at hospital discharge

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