Elements of patient satisfaction: An integrative review

Goodrich, George W; Lazenby, James Mark

doi:10.1002/nop2.1437

Cited by 17 publications

(13 citation statements)

References 56 publications

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“…Patient satisfaction is an evaluation of the healthcare services that people experience based on their expectations of health, illness, quality of life, etc. (2). Conducting surveys on patient satisfaction will help to understand patients' needs, improve hospital management, and improve service quality (3).…”

Section: Introductionmentioning

confidence: 99%

Patient satisfaction impact indicators from a psychosocial perspective

Wang

Liu²,

Wang³

2023

Front. Public Health

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BackgroundPatient satisfaction plays an important role in improving patient behavior from care, reducing healthcare costs, and improving outcomes. However, since patient satisfaction is a multidimensional concept, it remains unclear which factors are the key indicators of patient satisfaction. The purpose of this study was to verify whether and how patients' psychosocial perceptions of physicians influenced patient satisfaction.MethodIn China, 2,256 patients were surveyed on stereotypes of physicians, institutional trust, humanized perception, and communication skills, as well as patient expectations and patient satisfaction. The data were analyzed using structural equation modeling.ResultsStereotypes, institutional trust, and humanized perception have an indirect effect on patient satisfaction through communication, and patient expectations have a direct effect on patient satisfaction.Conclusions“Patient-centered” communication is the key to improving patient satisfaction, while positive stereotypes at the societal level, standardization of organizational institutions, expression of the doctor's view of humanity in the doctor-patient interaction, and reasonable guidance of patient expectations are important for improving patient satisfaction.

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Section: Introductionmentioning

confidence: 99%

Patient satisfaction impact indicators from a psychosocial perspective

Wang

Liu²,

Wang³

2023

Front. Public Health

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“…Existing literature provides evidence that patient satisfaction is a prerequisite for maintaining a long-term relationship (Sugandini et al, 2017), as well as increased satisfaction can create trust (Kassim and Abdullah, 2010;Jani and Han, 2011) and commitment (Ou et al, 2011;Chung and Shin, 2010) towards the service provider. Previous studies found that satisfaction can influence trust and commitment (Goodrich and Lazenby, 2022;Moliner, 2009;Bettencourt and Brown, 1997;Zeithaml et al, 1996). Grounded on these observations, the following hypotheses were formulated: H4.…”

Section: Trust Commitment and Patient Satisfactionmentioning

confidence: 99%

What determines behavioural intention in health services? A four-stage loyalty model

George,

Sahadevan

2023

RAMJ

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PurposeThis study aims to deal with the paucity of studies in the stages of the development of loyalty behaviour of customers in the healthcare context by incorporating three crucial service quality dimensions (physical environment, personnel quality and technical quality) and also investigating trust and commitment as mediating factors.Design/methodology/approachSurvey data were obtained from 420 respondents admitted to government hospitals in Kerala employing a convenience sampling method. The formulated hypotheses were tested using partial least square structural equation modelling.FindingsResults indicate that patient satisfaction, trust and commitment can create favourable behavioural intentions amongst patients. When patients reveal higher trust, they are more inclined to value healthcare services and willing to commit to a long-term relationship, resulting in increased patient loyalty.Practical implicationsOrganisational efforts should improve trust and commitment and build a good relationship between service providers and patients. Efforts should be taken to raise the standard of technical and personnel aspects, and a focus on physical infrastructure should also be considered to build a favourable behavioural intention to revisit and positive referrals.Originality/valueThis is the first empirical study to analyse technical quality, personnel quality and physical environment along with the mediating effect of trust, and commitment in a four-stage loyalty development model in the healthcare context of Kerala, India.

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“…The assessment of patient satisfaction is an important indicator of quality of care [1]. To improve patient experiences and patient outcomes, it is now recommended that patient satisfaction is assessed as a routine measure as per the national quality standard, Bhutan Healthcare Standard for Quality Assurance [2].…”

Section: Introductionmentioning

confidence: 99%

“…To improve patient experiences and patient outcomes, it is now recommended that patient satisfaction is assessed as a routine measure as per the national quality standard, Bhutan Healthcare Standard for Quality Assurance [2]. At the level of health facility, managers and administrators make use of patient satisfaction surveys to provide tailor-made services to meet the expectations of the patient's needs [1]. At the level of policymakers, such patient outcomes serve as a benchmark of quality indicators [3].…”

Section: Introductionmentioning

confidence: 99%

Patient Satisfaction Survey in Traditional Medicine Units in Bhutan, 2023: a cross-sectional survey

Chogyel,

Lhendup,

Dorji

et al. 2024

Bhutan Sorig J

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Background: Assessing patient satisfaction is a vital component of any robust health service. In this study, we assessed the level of patient satisfaction with the TM services across health facilities in Bhutan in 2023. Methods: This study was a cross-sectional study conducted among adults availing TM services between March and April 2023. Patient satisfaction was scored against given statements on a Likert scale. Data were analysed to examine the overall levels of satisfaction with TM services. Results: There were 353 respondents surveyed across 46 TM units. Patients reported high satisfaction scores on the cleanliness of the health facility and its toilets, availability of sitting facilities in waiting rooms, clarity of direction and signage in the hospitals, and good communication skills of receptionists and TM practitioners. High scores were also recorded on the time provided by TM practitioners to patients and the ability to receive timely care. However, patients reported lower scores on the availability of all amenities for the drungtshos to provide the desired services to the patient. However, only 44.41% of participants reported adequate satisfaction with the services. The domain-wise satisfaction scores: satisfaction (44.19%), Physical environment (31.44%), Courtesy (52.12%), Quality of care (48.48%), Interpersonal (56.37%), Communication (56.37%), Time spent with health professionals (28.61%) and Accessibility and convenience (37.68%). Conclusions: Only four in every ten participants were highly satisfied with Traditional Medicine services at various public health facilities in Bhutan. Such patient satisfaction surveys serve as a benchmark for quality improvement initiatives.

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Elements of patient satisfaction: An integrative review

Cited by 17 publications

References 56 publications

Patient satisfaction impact indicators from a psychosocial perspective

Patient satisfaction impact indicators from a psychosocial perspective

What determines behavioural intention in health services? A four-stage loyalty model

Patient Satisfaction Survey in Traditional Medicine Units in Bhutan, 2023: a cross-sectional survey

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