Patient Satisfaction and Physician Empathy at a Hellenic Air Force Health Service

Abstract

ABSTRACT Introduction Patient satisfaction and physician empathy are important indicators of health care services quality. The purpose of this study is to investigate the factors related to the health care users’ perception about physician empathy and their satisfaction with the services offered by the Medical Department of a Hellenic Air Force Combat Wing Health Service. Materials and Methods One hundred and twenty six individuals who randomly visited the Medical Department from January to February 2019 participated in the survey. The “Measuring the satisfaction of visitors to hospital outpatient clinics” questionnaire by Aletras et al. and the Greek version of the “Jefferson Scale of Patient Perceptions of Physician Empathy” questionnaire were used for data collection. Results High satisfaction scores were found in relation to the medical staff (mean 20.45, max 25), the examination room (mean 18.23, max 25), the nursing staff/secretarial support (mean 16.93, max 25), and the overall satisfaction (mean 17.15, max 25). The satisfaction score related to the infirmary was low (mean score 8.8, max 25). Physician empathy score was extremely high (mean 21.2, max 25). Statistically significant correlations were detected between physician empathy satisfaction score and the medical staff, nursing staff/secretarial support, and the overall satisfaction scores (P < .001). Conclusion Health care users reported high physician empathy and overall satisfaction scores but low infirmary satisfaction scores. The more positively that patients evaluated physician empathy, the more satisfaction that patients had with other measures.