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Understanding quality and satisfaction in public hospital services: A nationwide inpatient survey in Greece

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  • Mitropoulos, Panagiotis
  • Vasileiou, Konstantinos
  • Mitropoulos, Ioannis

Abstract

Health services compared to the most of other sectors' customer services present some special traits, such as extreme complexity, co-production, and intangibility, while financial and human consequences of low quality are high. This study reports on the findings of a nationwide HCAHPS questionnaire survey conducted in Greece after the implementation of the health system reform due to the financial crisis regarding the factors determining inpatient satisfaction in public hospitals. HCAHPS data were initially analysed by factor analysis followed by an ordinal regression analysis, which aimed to identify the determinants with significant impact on inpatient satisfaction. The study results are consistent with prior research which indicated that the communication with nurses is the most salient predictor of overall patients’ satisfaction followed by communication with doctors. Moreover, certain patient (age and health status) and hospital institutional (type and location) characteristics also contribute significantly to patients’ perceived overall satisfaction. Hence, health quality improvement activities should consider the critical differences among patient subgroups and hospital types in order to fulfil consumer needs and preferences more effectively.

Suggested Citation

  • Mitropoulos, Panagiotis & Vasileiou, Konstantinos & Mitropoulos, Ioannis, 2018. "Understanding quality and satisfaction in public hospital services: A nationwide inpatient survey in Greece," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 270-275.
    • Handle: RePEc:eee:joreco:v:40:y:2018:i:c:p:270-275
    DOI: 10.1016/j.jretconser.2017.03.004
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    References listed on IDEAS

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    4. Abbas Al-Refaie, 2011. "A Structural Model to Investigate Factors Affect Patient Satisfaction and Revisit Intention in Jordanian Hospitals," International Journal of Artificial Life Research (IJALR), IGI Global, vol. 2(4), pages 43-56, October.
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    Cited by:

    1. Ahmad Badruridzwanullah Zun & Mohd Ismail Ibrahim & Ariffin Marzuki Mokhtar & Ahmad Sukari Halim & Wan Nor Arifin Wan Mansor, 2019. "Translation, Cross-Cultural Adaptation, and Validation of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) into the Malay Language," IJERPH, MDPI, vol. 16(11), pages 1-13, June.
    2. Yi Mei & Xiaoyan Xu & Xiaodong Li, 2020. "Encouraging Patient Engagement Behaviors from the Perspective of Functional Quality," IJERPH, MDPI, vol. 17(22), pages 1-15, November.
    3. Keramidou, Ioanna & Triantafillopoulos, Loukas, 2023. "Does the patient perception of service quality differ in the recession period? Evidence from Greek hospital care," MPRA Paper 117161, University Library of Munich, Germany.
    4. Audrezet, Alice & Parguel, Béatrice, 2018. "Using the Evaluative Space Grid to better capture manifest ambivalence in customer satisfaction surveys," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 285-295.
    5. Giao, Ha Nam Khanh & Thy, Nguyen Thi Anh & Vuong, Bui Nhat & Van Kiet, Truong & , Le thi Phuong Lien, 2020. "Outpatient satisfaction at private general hospitals in Ho Chi Minh City, Vietnam," OSF Preprints at3nu, Center for Open Science.
    6. Beata Gavurova & Jan Dvorsky & Boris Popesko, 2021. "Patient Satisfaction Determinants of Inpatient Healthcare," IJERPH, MDPI, vol. 18(21), pages 1-18, October.

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