Portuguese university hospital patient satisfaction and service quality.

ABSTRACT

Purpose The purpose of this paper is to investigate Portuguese hospital inpatient satisfaction. Design/methodology/approach The study was conducted at a major university hospital in Portugal. Using the IAQH-IA mailed questionnaire, data were collected over three months (March to June 2015) from patients and families. From 1,500 former inpatients, 434 participated (29 percent response rate). Using the structural equation modeling, the authors derived satisfaction models and analyzed the relationship between quality, satisfaction and patient attitudes. Inferential statistics (bivariate analysis) were used to deal with global satisfaction determinants. Findings The satisfaction model was confirmed using factor analysis. Results show that developing a system for delivering timely information to both patient and relatives is relevant. Communication is a fundamental aspect for patients, which to date, seems to have been neglected by hospital managers. Education and current perceived health are important global satisfaction determinants. Practical implications Hospital managers can use the authors' findings to measure and improve operational performance. Originality/value Knowledge about patient perception and satisfaction leads to continuing improvement in healthcare quality.