F Akbary , M Hosseini , M Arab , N Chozokly ,
Volume 4, Issue 3 (3 2006)
Abstract
Background and Aim: With growing emphasis on cost containment, optimal use of resources and increased productivity, the health sector is now adopting an increasingly customer-oriented approach within its administrative and managerial structure. One way to assess hospital performance and service quality would be to measure the level of satisfaction in hospital inpatients, as this group comprises the principal users of medical services within any health care system.
Materials and Methods: In this descriptive-analytic study we explored the factors affecting patient satisfaction. Our sample consisted of 400 randomly-selected inpatients who answered the research questionnaire at the time of discharge. We used univariate statistical analysis to examine the effects of various factors on patient satisfaction.
Results: Of a total of 13 variables that were analyzed, 9 showed a statistically significant relationship with the outcome variable. These were age, education, marital status, occupation, hospital where interview is performed, hospital type (specialized versus general), type of ward, costs borne by the patient, and system of payment.
Conclusion: The strongest effects were observed for marital status, education, hospital type, type of ward, and cost borne by the patient. Results from this study could help to recognize the current flaws within the hospital management system and thus can aid decisions aimed at optimizing hospital services and maximizing patient satisfaction.
