Patient Satisfaction: A Case Study
The main elements of satisfaction proposed by the researcher in the Khmer-Soviet Friendship Autonomous Hospital comprise of convenience, courtesy, and quality of care. There are many dimensions of patient satisfaction that have been recognized ranging from admission to discharge services, and medical care to interpersonal communication. These recognized criteria were responsiveness, communication, attitude, clinical skill, comforting skill, amenities, food services and many more. Furthermore, interpersonal and technical skills of health care providers were two unique dimensions involved in patients’ observation to hospital care (Cheng et al., 2003).
Both tangible and intangible elements of the services affect the patient’s involvement and observation
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Many different institutions have adopted a means to reflect on their service providing. Hi-tech, humanistic approach, educational backgrounds, communication, and means of transferring qualified service quality to the patients constitute the vitality of patients’ satisfaction (Al-Bashir, Armstrong, 1991). Efficacy, effectiveness, efficiency, optimality, acceptability, legitimacy, and equity are the seven main factors suggested by Donabedian. Significant changes in health care service evaluating and enhancement are opening a new health care portrait for the service user. Formally accepted principles and apparatus to assessing and improving of health care service users are dated to the American College of Surgeon’s 1971, Hospital Standardization Program when it evolved into the Joint Commission on Accreditation of Healthcare Organization Accreditation Process (Williams and Calnan, …show more content…
The product of health care system is the patients that represent the primary outcome and core instruments in understanding and demonstrating the results of the health care system activities namely outcome quality and interaction quality. The outcome quality is measured by the changes of the patient before and after his/her treatment while interaction quality is measured by comparing the expectations and observations of the patient. Santhanam emphasized that hospitals should focus on the concept of Total Service Quality Management (TSQM) which considers the patient’s experience in order to be competitive and perform a quality service. She also observed that a hospital is a human organization meeting human needs. And to remain successful in the health care market, a hospital must be able to outperform competitors on the human
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