The satisfaction of healthcare consumers: analysis and comparison of different methodologies

Abstract

Patient satisfaction and the factors influencing it are becoming a significant concern for health organizations and patients around the world. This study evaluates patients' satisfaction regarding the inpatient service while tackling the existent literature gap on which method best suits the patient satisfaction analysis. We perform a methodological comparison (using factor analysis, structural equation modeling, ordinal logistic regression (OLR), and multicriteria satisfaction analysis (MUSA)) to contrast the different results from different methodologies. After implementing the methods, we concluded that, out of the eleven analyzed factors, seven influence satisfaction: accommodations, auxiliary staff, exams and treatments, medical staff, food quality, volunteering staff, and obtained information. Three were consistent for structural equation modeling and OLR: accommodations, exams and treatments, and health services. The outputs of MUSA were not compatible with the other methods. However, we concluded that the MUSA method is a good option when dealing with patient satisfaction studies since it provides insightful outputs that facilitate managers' decision making and improve the provider's performance efficiency.

Patients’ perceptions of ambulatory healthcare work organisation and communication in healthcare entities

“…All are unanimous in pointing out the need to take care of this aspect of patient service, always with a priority on treatment outcomes and health improvement. Patient satisfaction is now becoming one of the measures of the quality of services provided and a key factor in determining the success of a health facility (Gupta et al, 2022;Ferreira et al, 2020;Lagrosen et al, 2020;Rahman et al, 2021;Yarimoglu, Ataman, 2021;Yoon, Lee, 2022;Martínez et al, 2021;Vieira et al, 2022). According to scientific research, patient satisfaction also affects loyalty to the healthcare facility (Yıldırım et al, 2022).…”

Improving Quality Health Care Services by Implementing DMAIC Approach in Paediatric Cardiology Department of Public Hospital of Sindh, Pakistan: A Case Study

“…Today's healthcare sector is dynamic and exciting, with numerous opportunities and challenges. 4,5 On the one hand, opportunities are to deliver high-quality patient care with the latest technical, diagnostic, therapeutic, management, and leadership innovations. On the other hand, if there are challenges to patients, groups of patients should be given precedence.…”