Patient care, satisfaction and service quality in health care

Abstract

It is becoming increasingly important in the healthcare setting to treat patients as consumers and measure their satisfaction with medical services rendered. As such, patient satisfaction should be considered an important output of a country's healthcare system, basically reflecting the stage of its development. The conducted study tested students’ satisfaction with the quality of service provided by student polyclinics. In particular, the study has analysed the impacts of personal relationships, promptness and tangibility on student satisfaction. The findings imply that all three factors significantly affect patient satisfaction, with personal relationships having the strongest impact. Such results suggest that healthcare providers should encourage their doctors to devote more time to their patients and show genuine concern for patients’ problems if they wish to improve overall satisfaction of their patients with the delivered services.

User-oriented elderly care: a validation study in two different settings using observational data

“…Senić and Marinković, 2012). Care assistants are nowadays expected to decode the needs of the older person and adapt their support thereafter.…”

What do measures of patient satisfaction with the doctor tell us?

“…This has ultimately culminated in the present practice mandates of satisfactorily fulfilling the individual's healthcare needs and ensuring quality care [6,12]. PS measures have been instrumental in evaluating this objective, and in the current healthcare landscape are being used for two general purposes: 1) Marketing, and 2) Quality Assessment [2,13,14]. From a marketing perspective, maximizing PS can influence patient choice of care provider [15], resulting in significant financial benefits, such as increased profits, capitalizing on government incentives for meeting certain performance standards [e.g., 5,16,17] and service efficiency [6,18].…”

Correlates of a University Counseling Center’s Perceived Service Promptness

“…One study measuring student perceptions of service quality at a student health center (Canel & Anderson Fletcher, 2001) found there was a large gap between higher student expectations versus the perceptions of health center employees' "willingness to help". A second student healthcare setting study found that perceived promptness was positively related to student satisfaction (Senic & Marinkovic, 2013). A recent qualitative study (Randall & Bewick, 2016) looked at counselor perceptions in the United Kingdom for improving service quality to students.…”