Factors Influencing Patient Satisfaction in Healthcare: A Systematic Literature Review

Factors Influencing Patient Satisfaction in Healthcare: A Systematic Literature Review

Hawa A. Zanzeh, Luis Pedro Ribeiro, Anabela Magalhães Ribeiro, Helena Almeida
Copyright: © 2023 |Pages: 20
DOI: 10.4018/978-1-6684-7630-7.ch013
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Abstract

The study aimed to understand the measures of person-centered healthcare quality variables and how they affect patient satisfaction and responsiveness. To address the objective, the study adopted a systematic literature approach to review 20 related studies, selected using inclusion and exclusion criteria as well as the PRISMA flowchart, and analysed using thematic analysis. The study revealed several variables that included institutional factors, quality dimensions, and socioeconomic factors had a relationship with service quality in healthcare delivery which influences patients' perception, care experiences, and the quality of services they receive. Therefore, it is recommended that the management of hospitals consider these variables and socioeconomic factors like age, cultural beliefs, level of education, income, and occupation of patients to provide health personnel a better understanding of patients and treat them based on their specific needs when providing general services.
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Problem Statement

Patient satisfaction has been remarkably low in most developing countries leading to competition between private and public health institutions. Woldeyohanes et al., (2015) stated that private health institutions are noted to deliver quality health services as compared to public health institutions.

In a study by Chen et al., (2016), although the study was conducted on factors influencing patients’ satisfaction, the study focused on only inpatients leaving out emergency patients and outpatients, therefore, limiting the scope of the study which can limit the generalisation of results. Similarly, the focus of Salehi et al., (2018) study was on inpatient only even though the study adopted a systematic literature review, limiting the review to only inpatients meant the study did not explore every aspect of a health system to ascertain all the factors influencing patients’ satisfaction. Again, Chandra et al., (2019) study on the factors influencing patient satisfaction also focused only on out-patients, therefore, limiting identifying factors across health systems.

The above stated issues have created a need to conduct this study to ensure that every aspect of a health system is captured in identifying the factors that influence patient satisfaction, to explore and examine healthcare quality dimensions, using a systematic review with the general objective being to understand the measures of person-centred healthcare quality variables and how these variables affect patient satisfaction and responsiveness.

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