Percepción de calidad y satisfacción del paciente en hospitales especializados del centro del Perú

Maria Padilla-Florian; Mercedes Pozo-Olivera

doi:10.37711/rpcs.2023.5.4.434

Authors

Maria Padilla-Florian Universidad Nacional del Centro del Peru https://orcid.org/0000-0002-5256-8699
Mercedes Pozo-Olivera Universidad Nacional del Centro del Perú (UNCP) https://orcid.org/0000-0002-5095-1731

DOI:

https://doi.org/10.37711/rpcs.2023.5.4.434

Keywords:

user satisfaction, quality of care, hospitals, patient perception, specialized care

Abstract

Objective. Assess the relationship between user satisfaction and the quality of care in hospitals, and analyze patient perceptions across various care dimensions. Methods. Structured surveys were administered to a sample of 281 patients across multiple hospitals. Analyzed dimensions included communication, reliability, responsiveness, safety, among others. Spearman's correlation was employed to determine the relationship between user satisfaction and the quality of care. Results. Over 50% of respondents rated hospital communication and safety as "Acceptable." However, aspects like reliability and responsiveness need attention, as approximately 42.7% and 47.7% of patients, respectively, deemed them "In progress." A moderate positive correlation (r=0.344, p<0.05) between user satisfaction and the quality of care was found. Conclusions. User satisfaction is significantly associated with the perceived quality of care in hospitals. Despite the positive perception in some areas, it is imperative to address specific dimensions to ensure optimal care and enhance the patient experience.

Downloads

Download data is not yet available.

References

Shabbir A, Malik SA, Malik SA. Measuring patients’ heal-thcare service quality perceptions, satisfaction, and lo-yalty in public and private sector hospitals in Pakistan. Int J Qual Reliab Manag [Internet]. 2016 [Consultado el 20 de septiembre de 2023];33(5). https://doi.org/10.1108/IJQRM-06-2014-0074

Fatima T, Malik SA, Shabbir A. Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. Int J Qual Reliab Manag. 2018;35(6):1195-214.

Stein SM, Day M, Karia R, Hutzler L, Bosco JA. Patients’ Perceptions of Care Are Associated With Quality of Hos-pital Care: A Survey of 4605 Hospitals. Am J Med Qual. 2015;30(4):382-8.

Azizi-Fini I, Mousavi MS, Mazroui-Sabdani A, Adib-Hajbaghery M. Correlation Between Nurses’ Caring Beha-viors and Patients’ Satisfaction. Nurs Midwifery Stud. 2012;1(1):36-40.

Parvan K, Ebrahimi H, Zamanzadeh V, Seyedrasooly A, Dadkhah D, Jabarzadeh F. Empathy from the Nurses’ Viewpoint in Teaching Hospitals of Tabriz University of Medical Sciences, Iran. J Caring Sci. 2014;3(1):29-36.

Amin M, Zahora Nasharuddin S. Hospital service quality and its effects on patient satisfaction and behavioural intention. Clin Gov Stud. 2012;18(3):238-54.

Pratama V, Hartini S. The Effect of Perception of Health Care Service Quality on Patient Satisfaction and Loyalty in Mother and Child Hospital. J Theor Appl Manag J Manaj Teori Dan Terap. 2020;13(3):234-53.

Choi K, Lee H, Kim C, Lee S. The service quality dimensions and patient satisfaction relationships in South Ko-rea: comparisons across gender, age and types of service. Laroche M, editor. J Serv Mark. 2005;19(3):140-9.

Bruce J. Fundamental Elements of the Quality of Care: A Simple Framework. Stud Fam Plann. 1990;21(2):61-91.

Gea-Caballero V, Castro-Sánchez E, Júarez-Vela R, Díaz-Herrera MÁ, de Miguel-Montoya I, Martínez-Riera JR. Essential elements of professional nursing environments in Primary Care and their influence on the quality of care. Enferm Clínica Engl Ed. 2018;28(1):27-35.

Kayser-Jones J. The environment and quality of care in longterm care institutions. NLN Publ. 1989;(20-2292):87-107.

Carling PC. Optimizing Health Care Environmental Hygiene. Infect Dis Clin North Am. 2016;30(3):639-60.

Donovan H. Quality standards for end-of-life care in Hospitals; making end-of-life care central to hospital care. Lenus, the Irish Health Research repository [Internet]. 2010 May [Consultado el 20 de septiembre de 2023]. Disponible en: https://www.lenus.ie/hand-le/10147/141067

Webster TR, Curry L, Berg D, Radford M, Krumholz HM, Bradley EH. Organizational Resiliency: How Top-Performing Hospitals Respond to Setbacks in Improving Quality of Cardiac Care. J Healthc Manag. 2008;53(3):169.

Amaral ACKB, Cuthbertson BH. Balancing quality of care and resource utilisation in acute care hospitals. BMJ Qual Saf. 2016;25(11):824-6.

Kotov M. O.P.21 - Patient Satisfaction with Communication in Cancer Care in Public and Private Hospitals in Russia. Patient Educ Couns. 2023;109:26-7.

Gessesse AG, Haile JM, Woldearegay AG. The Nexus Between Physician-Patient Communication and Health Outcomes: Level of Patient Communication Satisfaction and Its Impact on Adherence in Ethiopian Comprehen-sive Specialized Hospitals. Patient Prefer Adherence. 2022;16:2509-19.

Meinam M. Doctor-Patient Communication and Patient Satisfaction: A Sociological Study. IOSR J Humanit Soc Sci IOSR-JHSS. 2015;20(9):33-6.

van Campen C, Sixma H, Friele RD, Kerssens JJ, Peters L. Quality of Care and Patient Satisfaction: A Review of Measuring Instruments. Med Care Res Rev. 1995;52(1):109-33.

Zastowny TR, Stratmann WC, Adams EH, Fox ML. Patient Satisfaction and Experience with Health Services and Quality of Care. Qual Manag Healthc. Spring de 1995;3(3):50.

Xesfingi S, Vozikis A. Health Services Quality and Patient Satisfaction: A Review of the Literature. Healthcare Ethics and Training. doi:10.4018/978-1-5225-2237-9.ch055

Tsilimigras DI, Mehta R, Pawlik TM. ASO Author Reflections: Patient Satisfaction and Quality of Care. Ann Surg Oncol. 2020;27(9):3136-7