Patient Satisfaction: Comparative Study between Joint Commission International Accredited and Non-accredited Palestinian Hospitals
Date
2018-02-02
Authors
Barghouthi, Eba’a Dasan
Imam, Asma
Journal Title
Journal ISSN
Volume Title
Publisher
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 two 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) and a (0.70) standard
deviation. The results indicated that there are statistically
significant differences at the level (P ≤ 0.05) between the
means of patient satisfaction relating to patient
demographic 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.
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
Accreditation , Patient satisfaction , Joint commission international
Citation
Barghouthi ED, Imam A (2018) Patient Satisfaction: Comparative Study between Joint Commission International Accredited and Nonaccredited Palestinian Hospitals. Health Sci J. Vol. 12 No. 1: 547.