“PRAGMATIC MODEL OF PATIENT SATISFACTION RELATE TO SERVICE QUALITY”

Abstract

BACKGROUND: To measure the quality of the intangible aspects of services has become a great challenge for healthcare personnel. Quality of services has been a constant issue and associated with the growth of healthcare in the ambit of market share and profit. To do an improvement in the services quality service providers need to focus on patient satisfaction. OBJECTIVES: To find out the influencing factors of patient satisfaction from the perception of patients relate to service quality and to propose a model of patient satisfaction from the pragmatic approach. MATERIALS AND METHODS: Cross-sectional study was followed. Study was conducted in Gujarat and 1491 healthcare beneficiaries were included in this. A pre-designed and semi-structured questionnaire was used to assess the objectives of the study. RESULTS: The ratio of patient retention and clinical outcomes is impacted by the satisfaction level of patient satisfaction. Efficient, time-bound, and patient-centered health care delivery plays a significant role. Procedures of treatment, staff manners, accessibility & cleanliness, staff expertise, staff communication& care, financial affordability, hospital infrastructure, timing, and punctuality have shown a positive impact on patient satisfaction except for the financial aspect. And hence, all the stated factors land closer to 0.600, apart from the awareness aspect. An in-depth study found that unethical practices and financial affordability are counted as factors responsible for dissatisfaction. CONCLUSION: A higher level of patient satisfaction leads to loyalty to the organization. Availability of excellent quality of services, ethical approach, treatment transparency, procedure, and overlapping check-ups are noteworthy predictors of patient satisfaction. Appropriate action plans need to be suggested to enhance care, security, time treatment, and basic facilities in healthcare settings.