Patient Satisfaction: Comparative Study Between Joint Commission International Accredited and Non-accredited Palestinian Hospitals
Date
2017-04-03
Authors
اباء عبدالرازق مصطفى دعسان
Ebaa Abdulraziq Mustafa Dasan
Journal Title
Journal ISSN
Volume Title
Publisher
AL-Quds University
جامعة القدس
جامعة القدس
Abstract
Background: Patient satisfaction is one of the important indicators in the health system that
should be considered when evaluating the quality of health services provided and the impact
of accreditation systems. This study aims to assess the level of patient satisfaction in
accredited and non-accredited hospitals in Palestine.
Methods: Quantitative descriptive cross-sectional design used to compare patient
satisfaction in Palestinian hospitals. The researcher measured the patient satisfaction
between October and November 2016 using the SERVQUAL tool to assess five dimensions
of quality (reliability, assurance, tangibility, empathy, and responsiveness). The sample size
included was 332 inpatients, who were recruited by the researcher through convenient
sampling method, and the data was analyzed using SPSS version 18.
Results: The patients have a high level of satisfaction with a total mean of (4.34) out of 5
points and a (0.70) standard deviation. The patients have a high level of satisfaction
regarding each patient’s satisfaction dimensions with the quality of services provided in the
two hospitals. The results indicated that there are statistically significant differences at the
level (P ≤ 0.05) between the means of patient satisfaction relating to patient characteristics
(with the exception of gender), and also indicated that there are no statistically significant
differences related to hospital characteristics. Moreover, for all satisfaction dimension
patients have more satisfaction in non-accredited hospitals than accredited ones. There was
no statistically significant association between accreditation status and patient satisfaction.
Conclusion: The study indicated that there are no significant differences between the means
of patient satisfaction attributed to accreditation status. The results reinforce that the patient
perspective should also be given much importance in the health system, and certifies that it
should be taken into consideration to ensure the quality of services provided by healthcare
organizations.
Description
Keywords
السياسات والاداره الصحية , Policies & Health Management