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Patients’ Satisfaction with the NHS: A Novel Indicator for Portugal

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  • Santos, Eleonora
  • Khan, Shahed

Abstract

This paper analyzes the impact of service quality on patients’ satisfaction with the Portuguese National Health Service, through a novel indicator the Index of Satisfaction with the NHS that measures the share of children delivered in the NHS hospitals to total number of children delivered, in 2000–2016. We assume that families choose private health institutions if they are not satisfied with the National Health Service. Previous literature relies on questionnaires and surveys about patients’ satisfaction, introducing some subjectivity on the analysis since the concept of satisfaction is, itself, debatable, and does not compare the evolution of satisfaction over time. Our study is innovative in this regard. The results indicate that the weaknesses of the Portuguese NHS led public to choose private health institutions. In a context of economic difficulties and the loss of purchasing power, such results have clear implications on the evaluation of the quality of service provided by the NHS in Portugal.

Suggested Citation

  • Santos, Eleonora & Khan, Shahed, 2018. "Patients’ Satisfaction with the NHS: A Novel Indicator for Portugal," MPRA Paper 88726, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:88726
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    References listed on IDEAS

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    1. van der Schee, Evelien & Braun, Bernard & Calnan, Michael & Schnee, Melanie & Groenewegen, Peter P., 2007. "Public trust in health care: A comparison of Germany, The Netherlands, and England and Wales," Health Policy, Elsevier, vol. 81(1), pages 56-67, April.
    2. Williams, Brian, 1994. "Patient satisfaction: A valid concept?," Social Science & Medicine, Elsevier, vol. 38(4), pages 509-516, February.
    3. Herni Justiana Astuti & Keisuke Nagase, 2014. "Patient Loyalty To Healthcare Organizations: Relationship Marketing And Satisfaction," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 7(2), pages 39-56.
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    Cited by:

    1. Santos, Eleonora & Khan, Shahed, 2018. "Time Management in Diagnostic Medicine," MPRA Paper 89663, University Library of Munich, Germany.

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    More about this item

    Keywords

    National Health Service; Patients’ satisfaction; Quality of service;
    All these keywords.

    JEL classification:

    • I10 - Health, Education, and Welfare - - Health - - - General

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