Satisfaction with hospitalization: A comparative analysis of three types of services

University Center for Health Sciences, Department of the Sociology of Health, Ben-Gurion University of the Negev, P.O. Box 653, Beer-Sheva 84105, Israel
Social Science & Medicine (Impact Factor: 2.89). 02/1985; 21(11):1243-9. DOI: 10.1016/0277-9536(85)90273-4
Source: PubMed


A study of patient's satisfaction with hospital services was undertaken. The purpose of the study was to explore whether and to what extent patients' satisfaction with three types of hospital services (medical, nursing and supportive) is differentially explained by patient's sociodemographic, psychosocial, situational and attitudinal characteristics. To achieve this, 476 patients were interviewed. The results of the analysis of their general satisfaction with hospitalization and a comparative analysis of satisfaction with the three types of services are presented. The best predictors of satisfaction with all three types of services (in order of their importance) are found to be: perceived improvement in health, size of social networks, satisfaction with organizations in the past, and age. The type of ward (medical vs surgical) is found to be a powerful predictor of satisfaction with physicians and nurses only. Ward effect is also interactive--improvement in one's health predicts significantly more satisfaction with medical services in medical wards than in surgical wards. The findings of this study suggest that when clients perceive that their main goal has been achieved (i.e. improvement in health), they tend to attach little importance to deficiencies in the process of achieving it (i.e. the provision of services).

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    • "For example, evidence from a meta-analysis of socio-demographic factors and patient satisfaction surveys of medical care, that older, white, male patients, are more satisfied than other patients [75]. Greater self-perceived illness during in-patient stay has also been associated with poorer evaluations of care [76]. Post hospitalisation surveys may also under-represent males and older patients unless these groups are targeted by more vigorous follow-up methods [77]. "
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    • "The study of patients' and health-care service users' level of satisfaction is a very important criterion to evaluate the attention received. It is also useful as an indicator of the functioning of the systems and as a decisive factor for the managers of health care systems (Carmel, 1985; Puentes, Gómez, & Garrido, 2006). "
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    • "Researches have shown that customer characteristics moderate outcomes of customer satisfaction such as repurchase intention and share of the wallet (Mittal et al, 2001; Cooil et al, 2007).Many studies have been carried to evaluate differences between men and women on satisfaction. There are many studies which have found satisfaction to be unrelated to gender (Carmel, 1985; Linn, 1982, 1975). "
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