Patient Satisfaction Determinants of Inpatient Healthcare
Abstract
:1. Introduction
2. Background of the Study
3. Materials and Methods
3.1. Data Collection and Questionnaire
3.2. Methods
3.3. Variables
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- Satisfaction with hospital, department, room and board (LV1): MV_11—waiting time for room allocation from the moment the patient came to the hospital (type of answer (TA): ten-point scale (from I waited very long—0 to I did not wait at all—10); MV_12—patient harassment due to night noise of other patients (TA: yes—0; no—1); MV_13—patient harassment due to night noise of medical staff (TA: yes—0; no—1); MV_14—cleanliness of the hospital room and ward (TA: ten-point scale from not clean at all—0 to very clean—10); MV_15—choice of meal in the hospital (TA: no—0; yes, sometimes—1; yes, always—2).
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- Satisfaction with medical staff (nurses, doctor’s expertise, nurses and other staff) (LV2): MV_21—assessment of trust in the attending physician (TA: ten-point scale from worst trust—0 to best trust—10); MV_22—communication of the physician in front of the patient as if the patient was not present there (TA: yes—0; no—1); MV_23—assessment of trust in the nurse (TA: ten-point scale from worst trust—0 to best trust—10); MV_24—communication of medical staff in front of the patient as if the patient was not present there (TA: yes—0; no—1); MV_25—sufficient number of nurses who cared for patients (ten-point scale since there was never a nurse—0 after the maximum number of nurses was always—10); MV_26—awareness of the exchange of work shifts of nurses taking care of the patient’s healthcare (TA: no—0; sometimes—1; yes—2).
- -
- Satisfaction with the quality of the treatment provided (LV3): MV_31—evaluation of collaboration between the members of the nursing staff (TA: ten-point scale from no cooperation—0 to the best cooperation—10); MV_32—difference in the provision of information to the patient by the medical staff for the same thing (TA: ten-point scale from it regularly happened to me—0 to never happened to me—10); MV_33—involvement of the patient in the decision making process about their treatment to the extent that the patient would require (TA: ten-point scale from no involvement—0 to the highest involvement—10); MV_34—patient confidence in the decisions about health or treatment (TA: ten-point scale from no trust—0 to the greatest trust—10); MV_35—evaluation of the availability of information about the patient’s health condition or treatment (ten-point scale from I did not receive any information—0 to I received sufficient information—10); MV_36—assessment of the comprehensibility of information about the patient’s health condition or treatment from medical staff (ten-point scale from were not at all comprehensible—0 to were completely comprehensible—10); MV_37—evaluation of sufficient privacy when communicating about the health condition or treatment of the patient (ten-point scale from I had no privacy—0 to I always had sufficient privacy—10).
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- Satisfaction with release from the hospital (LV4): MV_41—satisfaction with informing the patient about the date of hospital release (TA: ten-point scale I was not satisfied at all—0 after I was very satisfied—10); MV_42—patient release delay on the day when they should have been released for any reason (TA: yes—0; no—1); MV_43—written information to the patient about what the patient should/should not do after their release from the hospital (TA: no—0; yes—1).
- -
- Satisfaction with inpatient care (LV5): MV_51—overall feeling of the patient that he was treated in the hospital with respect and dignity (TA: ten-point scale from I had a bad feeling—0 to I had a great feeling—10); MV_52—evaluation of the overall care in the hospital (TA: ten-point scale from the care was at an unsatisfactory level—0 to the care was at an excellent level—10); MV_53—patient request to evaluate the quality of the patient’s treatment during the hospital stay (TA: no—0; yes—1); MV_54—informing the patient by the hospital about how to proceed in a case of a complaint about the healthcare quality (TA: no—0; yes—1); MV_55—evaluation of healthcare by the other hospital staff (e.g., cleaners, concierge, kitchen staff and so on) (TA: ten-point scale from I had a bad feeling—0 to I had a great feeling—10). Selected factor, as is satisfaction with the hospital, department, room and board (LV1; hypothesis (H)–(H1); satisfaction with medical staff (LV2; H2); satisfaction with the quality of the treatment provided (LV3; H3) and satisfaction with release from the hospital (LV4; H4) has a statistically significant effect on satisfaction with inpatient care (LV5).
4. Research Results
4.1. Reliability and Validity Analysis
4.2. Kaiser–Meyer–Olkin (KMO) and Bartlett’s Analyses
4.3. Total Variance Explained—TVE
4.4. Structural Equation Modelling—SEM
4.5. Hypothesised Direct Relationship
5. Discussion
6. Conclusions
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Acknowledegments
Conflicts of Interest
References
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LVs | MVs | TV | FL | CA | CR | AVE |
---|---|---|---|---|---|---|
LV1: Satisfaction with hospital, department, room and board | MV_11 | IV | 0.727 | 0.847 | 0.775 | 0.535 |
MV_13 | 0.697 | |||||
MV_14 | 0.769 | |||||
LV2: Satisfaction with medical staff (nurses, physician’s expertise and other staff) | MV_21 | IV | 0.759 | 0.798 | 0.811 | 0.520 |
MV_23 | 0.817 | |||||
MV_24 | 0.629 | |||||
MV_25 | 0.663 | |||||
LV3: Satisfaction with the quality of treatment provided | MV_31 | IV | 0.803 | 0.926 | 0.894 | 0.589 |
MV_33 | 0.606 | |||||
MV_34 | 0.836 | |||||
MV_35 | 0.852 | |||||
MV_36 | 0.831 | |||||
MV_37 | 0.637 | |||||
LV4: Satisfaction with leaving the hospital | MV_41 | IV | 0807 | 0.847 | 0.734 | 0.581 |
MV_42 | 0.714 | |||||
LV5: Satisfaction with inpatient care | MV_51 | DV | 0.908 | 0.902 | 0.919 | 0.792 |
MV_52 | 0.922 | |||||
MV_55 | 0.837 |
The Goodness of Fit Measures | Absolute Fit Indices | Relative Fit Indices | Non-Centrality-Based Indices | ||||||
---|---|---|---|---|---|---|---|---|---|
CMIN/df | p-Value | GFI | NFI | IFI | TLI | CFI | RMSEA | RNI | |
Measurement Model | 2.625 | 0.038 | 0.959 | 0.937 | 0.974 | 0.969 | 0.973 | 0.022 | 0.964 |
Structural Model | 2.782 | 0.041 | 0.953 | 0.921 | 0.968 | 0.963 | 0.927 | 0.024 | 0.959 |
Criterion (Threshold values) | <5.0 | <0.05 | >0.95 | >0.90 | >0.95 | >0.95 | >0.95 | <0.05 | >0.95 |
H | Independent Variable (IV) | Regression Paths | β | SE | T | p-Value | Decision |
---|---|---|---|---|---|---|---|
H1 | LV1: Satisfaction with hospital, department, room and board | LV1 † → LV5 | 0.233 | 0.039 | 6.689 | 0.000 * | Supported |
H2 | LV2: Satisfaction with medical staff (nurses, physician’s expertise and other staff) | LV2 † → LV5 | 0.597 | 0.041 | 16.974 | 0.000 * | Supported |
H3 | LV3: Satisfaction with the quality of treatment provided | LV3 † → LV5 | 0.538 | 0.025 | 20.363 | 0.000 * | Supported |
H4 | LV4: Satisfaction with leaving the hospital | LV4 † → LV5 | 0.547 | 0.043 | 11.721 | 0.000 * | Supported |
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Gavurova, B.; Dvorsky, J.; Popesko, B. Patient Satisfaction Determinants of Inpatient Healthcare. Int. J. Environ. Res. Public Health 2021, 18, 11337. https://doi.org/10.3390/ijerph182111337
Gavurova B, Dvorsky J, Popesko B. Patient Satisfaction Determinants of Inpatient Healthcare. International Journal of Environmental Research and Public Health. 2021; 18(21):11337. https://doi.org/10.3390/ijerph182111337
Chicago/Turabian StyleGavurova, Beata, Jan Dvorsky, and Boris Popesko. 2021. "Patient Satisfaction Determinants of Inpatient Healthcare" International Journal of Environmental Research and Public Health 18, no. 21: 11337. https://doi.org/10.3390/ijerph182111337