Experience and overall satisfaction of foreign patients with the health care services received in Latvia

Abstract

The study evaluates foreign patients' experience and satisfaction in relation to the health care received in Latvia. By applying the gap model of service evaluation, the study reveals the difference between expected and received service outcome in Latvia, and draws conclusions about the importance of individual and patient experience factors related to the overall patient satisfaction. The study concludes that in all groups of factors matrix proposed in the study: (1) general travel or destination factors; (2) communication factors; (3) factors related to the choice of service and (4) factors related to the choice of health care institution, patients evaluated the perceived health care outcome higher than the expected outcome. The results of the study lead to the conclusion that there is a significant gap in foreign patients' knowledge regarding the possibilities of receiving a high-level health care service in Latvia. The results also reveal the most important determinants of patient experience and related satisfaction.