Managing Public Hospital Care Quality through a Patient-Centered Approach: Evidence from a Balkan Country (original) (raw)
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Patient satisfaction with quality of care in public hospitals in Albania
Frontiers in Public Health
Healthcare service quality and hospitalized patient satisfaction in Albania have never truly received the necessary attention. The aim of this study is the assessment of key elements of service quality and their relationship with patients' satisfaction with receiving healthcare at public health institutions in Albania. The study examines five key dimensions of quality such as responsiveness, reliability, assurance, tangibles, and staff empathy to assess properly the healthcare quality and patient satisfaction in Albania based on the SERVQUAL instrument, which measures the differences between patient's perceptions of service quality received, and their expectations in terms of these five dimensions. A total of 800 randomly selected patients were interviewed in the main cities of Albania in public hospitals. A respective literature review was also a necessity to determine not only the appropriate methodology to be applied, together with the right quality dimensions to use but ...
Predictive factors for patient satisfaction in public and private hospitals in Kosovo
2019
Aim: The objective of this study was to assess predictive factors for patient satisfaction with healthcare services as a measure of the quality of hospital care in public and private hospitals in Kosovo. Methods: A cross-sectional study was conducted in Kosovo during 2015-2016 including a representative sample of 2585 patients older than 18 years [1010 (48.6%) males and 1069 (51.4%) females from public hospitals; and 240 (47.4%) males and 266 (52.6%) females from private hospitals]. Patient satisfaction dimensions such as satisfaction with medical care, nursing care, organization, and overall impression were the main variables measured. A risk-adjusted multivariate analysis was applied. Results: Multiple linear regression analysis revealed as independent significant predictors of the total satisfaction of patients from public hospitals the following factors: age, length of stay in hospital in days, education, payment for additional analyzes during hospitalization and buying medicati...
Patients’ satisfaction and quality of care: An empirical study in a Greek central hospital
Patients’ perceptions about the quality level of health services provided in hospitals seem to have been largely ignored by both researchers and practitioners. Patients’ voice has to guide the design of health care service delivery processes in order to foster confidence and promote the usage of the available health care facilities. In this line, we investigate the relationship of patients’ admission, accommodation aspects, external environment and the care provided by doctors, nurses and assistant personnel with service quality mirrored on patients’ satisfaction. The current study is, therefore, patient-centered and identifies the quality factors that are important to patients; it also examines their links to patient satisfaction in the context of Greece. A field survey was conducted based on a sample of 164 patients of a central public hospital. By using stepwise regression analysis, significant associations were found which shed light on the determinants of patients’ satisfaction. Especially, results reveal that visiting hours, doctor’s consistency, the kind of insurance, days of hospitalization, the type of clinic and hygiene’s observance have a positive relationship with patients’ satisfaction. On the other hand, patients are dissatisfied, if quiet is not observed, if it is difficult to locate doctors, if problems occur with parking, and admission process. In addition, the lack of communication with nurses, doctors’ impoliteness, orderly improper behaviour, and health deterioration after patients’ hospitalization exert negative impact on satisfaction. Implications and future research issues are also discussed.
Measuring Patient Satisfaction of the Quality of Health Care: A Study of Hospitals in Turkey
Journal of Medical Systems, 2004
Patient satisfaction is an important measure of service quality in health care systems. Patients' perceptions about health care systems seem to have been largely ignored by health care managers in developing countries. The aim of this study is to develop a reliable and valid instrument to measure patient satisfaction in Turkey. A questionnaire was developed and a total of 1100 patients in 31 different hospitals were interviewed. Factor analysis was utilized to determine the factor structure. The instrument of the patient satisfaction developed in this study provides insights to the researches who study the improvement of patient satisfaction with service quality of hospitals, practitioners, and the decision makers.
Patient satisfaction as an element of healthcare quality – a single-center Polish survey
Reumatologia/Rheumatology, 2019
Objectives: The aims of the study were to define the level of patient satisfaction with services provided by selected departments of the Institute, and to identify changes that should be introduced to the process of quality management in healthcare services. Material and methods: A total of 455 patients from three departments of the National Institute of Geriatrics, Rheumatology and Rehabilitation in Warsaw, hospitalized between January 2016 and March 2018 were assessed retrospectively. Statistical analyses were conducted with the use of IBM SPSS Statistics 25 software. Results: Patients at the Institute gave the highest rates to the courtesy and kindness of doctors and nurses (mean 4.77 and 4.73, respectively), the doctor's interest in a patient's well-being, and the nurses' dexterity in performing medical procedures (4.63 and 4.72, respectively) The lowest-rated were the quality of meals (mean 3.77) and the waiting time for hospital admission on an appointed day (mean 4.07). The study demonstrated statistically significant differences in evaluations made by female and male patients: women had worse opinions about maintenance of intimacy during medical procedures, whereas men gave lower ratings to the size of served meals. The level of satisfaction in all analyzed aspects increased with older age. However, a higher level of patient education correlated negatively with satisfaction from the waiting time for hospital admission on an appointed day, the ability to receive information about the disease and treatment process, cleanliness and accessibility of bathrooms and toilets, or the ability to easily move around the Institute. Conclusions: Accessibility of medical services, as well as attitudes and competences of the medical staff, are all key factors in ensuring quality care. The conditions of a hospital stay also shape the patients' opinions in a significant way. Therefore, taking into account the patients' opinions should become an important goal in the process of improving healthcare quality.
2016
Implementation of patient feedback is considered as a critical part of effective and efficient management in developed countries. The main objectives of this study were to assess patient satisfaction with the services provided in hospitals affiliated to Tehran University of Medical Sciences, Iran, identify areas of patient dissatisfaction, and find ways to improve patient satisfaction with hospital services. This cross-sectional study was conducted in 3 phases. After 2 initial preparation phases, the valid instrument was applied through telephone interviews with 21476 participants from 26 hospitals during August, 2011 to February, 2013.Using the Satisfaction Survey tool, information of patient's demographic characteristics were collected and patient satisfaction with 15 areas of hospital services and the intent to return the same hospitals were assessed. The mean score of overall satisfaction with hospital services was 16.86 ± 2.72 out of 20. It was found that 58% of participant...
Health Education and Care, 2016
Objectives: This study aimed to define major criteria potentially influencing patient dissatisfaction, using data from two regional hospitals (RH) to identify priority areas for potential care improvement. Method: This was a cross-sectional study conducted from July to September 2014. Participants were 500 patients (230 at Ton RH and 270 at Issyk-Kul RH) selected during the designated period. Participants were surveyed with dissatisfaction measures, including 21 perceived quality-of-care indicators, divided into organizational, competency and informational aspects. We estimated associations between patient dissatisfaction and these aspects in designated hospitals using Chi-square tests. The organizational aspect included 11 criteria. Results: The long waiting period for hospitalization and untimely physicians' rounds in Ton RH (79.1% in both characteristics) caused dissatisfaction. At Issyk-Kul RH, 78.5% of patients were dissatisfied with securing of nutrition and food quality. There was a significant difference in the criterion of timely observation by doctors between the two RH (p=0.006). Of the nine parameters of competency, significant differences were obtained at both RHs for insufficiently friendly nurse attitudes toward patients (p<0.001), and completeness of primary medical check (p=0.004). Regarding the information aspect, 68.7% of patients in Ton RH and 69.3%-in Issyk-Kul RH were dissatisfied with informational materials availability. Conclusions: Our findings suggest that clinical staff should be implemented to learn patients' expectations and opinions about hospital services. Securing high patient satisfaction is equally important for a hospital management team.
Patient Satisfaction Relation with Sociodemographic Variables in Hospital Health Care in Albania
Universal Journal of Public Health, 2022
Patient satisfaction is an important factor, which should be considered by health care managers, to evaluate the quality of hospital service. This analysis aims to show the relationship between socio-demographic variables, such as gender, age, level of education, level of income, and patient satisfaction regarding the quality of private and public hospital service in Albania, as well as to determine which of these variables has the major impact, and if there are differences between different groups. The study was conducted in five public and three private hospitals in two of the biggest cities of Albania, Tirana and Durres, where 480 patients were interviewed, over 18 years old who had received services in the five largest hospitals in terms of number of patients, from March to June 2019. The questionnaire was constructed according to the SERVQUAL model with its five main dimensions, and ANOVA analysis of variance and Tukey procedure was used as the method to test the hypotheses. The results showed that the socio-demographic factors that affected patient satisfaction in Albania were mainly age and educational level, results confirmed also from the literature review, while no relationship with gender was observed. In terms of income level, we can say that as revenue increases, the level of patient satisfaction decreases. The results of this study are important to understand the behavior of patients in relation to their satisfaction with health services in Albania, so that different categories receive the appropriate importance when providing health care. The study provides important data for health managers to take measures in improving service quality.
Satisfaction of Needs and Patients ’ Expectations of Hospital Care : The Case of Bulgaria
2009
There is an increasing interest in eliciting feedback from patients to highlight aspects of care that need improvement and to monitor performance and quality of care. Hospitals increasingly need to adopt a patient-centred attitude. Traditionally, assessments have ignored the reports of patients in preference to technical and physiological reports of outcome. Healthcare systems have sought to achieve a balance in services that offer not only clinically effective and evidence based care, but which are also judged by patients as acceptable and beneficial. Questionnaires that ask patients to rate their care in terms of how satisfied they are tend to elicit very positive ratings, which are not sensitive to problems with the specific processes that affect the quality of care delivery. A more valid approach is to ask patients to report in detail on their
Research on Patient Satisfaction in Hospitals: An Example of a Public Hospital in Turkey
2020
The aim of this study is to determine the satisfaction levels of patients receiving inpatient services in a public hospital.The study was conducted in a public hospital in Turkey's Central Anatolia Region. In this study, questionnaire method was used as data collection tool. “Patient Judgments in Quality of Hospital Questionnaire” which was developed by Meterko at al. was created by utilizing the scale gained in Turkish in AygülYanık’s doctoral dissertation. A total of 174 questionnaires were collected, but 7 were canceled due to incomplete questionnaires and 167 questionnaires were evaluated. In addition, as a result of the reliability analysis conducted in our study, Cronbach Alpha value was 0.730 and the study was considered reliable enough. SPSS 22.0 program was used for statistical analysis; used in number and percentage frequency analysis; Since Kolmogrov Smirnov test result was p <0.05, it was determined that the data were not distributed normally and pairwise comparis...