Correlates of Satisfaction among Hospitalized Patients in Kosovo

Abstract

Background: The aim of our study was to assess selected sociodemographic correlates of satisfaction among hospitalized patients in Kosovo. Methods and Results: A cross-sectional study was conducted in May-June 2022, including a representative sample of 508 hospitalized patients (58.1% women and 41.9% men) aged ≥18 years. A structured 19-item questionnaire about patient satisfaction with hospital services was used for data collection. Each item was measured on a Likert scale ranging from 1 (very satisfied) to 5 (very unsatisfied). A summary score was calculated for all 19 items related to the level of satisfaction among hospitalized patients ranging from 19 (highest level of satisfaction) to 95 (lowest level of satisfaction). Binary logistic regression was used to assess the association of the summary score of satisfaction (19-item instrument, dichotomized in the analysis into “satisfied” vs. “unsatisfied” based on the median value of the summary score) with sociodemographic factors, general health status, and duration of hospitalization. In multivariable-adjusted logistic regression models controlling in a backward stepwise procedure for all sociodemographic factors, health status, and duration of hospitalization, patients’ unsatisfaction was significantly associated with urban residence (OR=1.52, 95%CI: 1.00-2.31), income level (OR[low vs. high income]=2.44, 95%CI: 1.18-5.06) and health status (OR[poor vs. good health]=7.95, 95%CI: 4.43-14.24. Conclusion: Our findings indicate a significantly higher unsatisfaction level among urban and low-income patients. Healthcare providers and policymakers in Kosovo and other similar countries should be aware of the importance of continuous quality improvement of hospital services to increase, among other things, the satisfaction level of hospitalized patients.