Patient satisfaction and quality of hospital care

Abstract

The analysis summarises the experience of a sample of patient at the University Polyclinic in Messina (Italy) and provides a detailed assessment of the satisfaction of patients experiencing healthcare at different Departments. Information collected through a specific survey allowed to build a dataset with more than 350 observations. Regressors were carefully selected and compared through a radar chart. The estimation of a logistic model was then carried out. The results outlined the relevant factors for patient satisfaction: they depend both on the ambulatory where the care is provided and the judgement about quality of care. Other crucial factors in determining a higher satisfaction were the availability of parking lots, the cleaning of structures and the judgment on physicians, the latter endorsing the probability of being highly satisfied when expectations on physicians' competences and professionalism are confirmed. The "Contact details", i.e., the indications of the people to contact in case of need, strengthen the overall patients' positive experience. The study enriches the existing literature on patient satisfaction and is aimed at rethinking the organization of the health assistance offered at University Polyclinics, outlining the aspects to improve, with the objective to guarantee the highest patient satisfaction.

Keywords: Logistic model; Patient involvement; Patient satisfaction; University Polyclinic.