Patient satisfaction is an attitude. Though it does not ensure that the patient will remain loyal to the doctor or the hospital, it is still a strong motivating factor. Patient satisfaction is only an indirect or a proxy indicator of the quality of hospital performance.  Patient evaluation of service and facility are important concepts and quality outcome indicators. It provides an opportunity for improvement such as strategic framing of hospital plans.
Thus, engaging in meetings where opinions, researches and other relevant knowledge is shared allows comprehensive learning, effective research and crafting or invention of better approaches to ensure patients and nurses enjoy the services and the health care environment as implied by Munhall (2012) and Torrey et al. (2014). Wallis (2012) makes implication that the prime objective of EBP is to provide approaches that can be applied effectively to prevent, detect and provide care of health disorders. Thus, obtaining a magnet status and evidence-based projects and should integrate current best evidence from research with clinical policy and practice to improve healthcare
But it is difficult to measure the satisfaction and gauze responsiveness of the health systems as not only the clinical but also the non-clinical outcomes of care do influence the customer satisfaction. Satisfaction has been defined as a consumer’s emotional feelings about a specific consumption experience. Today, developedand developing nations are working towards continuous quality improvement and patient safety by achieving the national and or international healthcare accreditation and providing safe, effective, patient-centred, timely, efficient and equitable health care services to all their patients, families and caretakers. Accreditation of a health care organization is an external evaluation of the level of compliance against a set of organizational standards. Healthcare accreditation standards are advocated as an important means of improving structure, process and
The first is Preliminary Impact and Risk Assessment (PIRA) which is the basic plan for the RIA that should be completed before proposing recommendations to the Cabinet. PIRA is a document which is intended for agencies to determine whether RIA requirements for which they are responsible apply to a policy initiative, to identify estimated risks and impacts of regulatory options for policy initiative that could be appropriately addressed in RIA, help Treasury policy determine the level of policy engagement. There are the key elements of good RIA which should be the basis for the Cabinet policy development to which RIA requirements apply: describing the status quo, defining the problem and assessing its magnitude, defining the objectives, identification of full range of feasible options, analysis of options, consultation, conclusions and recommendations, implementation, monitoring, evaluation and review. The guidance is quite detailed because RIA deals with different policy problems and that’s why the approach “one-size-fits-all” does not work in this case. These elements should be summarized in the RIS, the second stage of RIA
Patients are satisfied with the clinical and physical dimensions of services quality but they have more preference for the clinical dimension than the physical. Noor & Phang (2008). Past studies has shown a strong relationship between loyalty, purchase intentions and patient satisfaction in the direction of the healthcare provider. (Lebarere et al, 2004; Hasin et al, 2001). The prominent end result of a satisfied patient is a positive word of mouth, lower operation costs for the health care provider resulting in a higher market share (Boshoff & Gray, 2004).
Customer expectations are of chief importance in a service. Customer expectations are beliefs about service delivery which function as criteria against which the service is judged. It analyses the performance of the service rendered. Customer loyalty is achieved through the providing an excellent service. Keeping service quality high enables a service firm to achieve customer loyalty and thus retain the existing customers as well as attract new customers to it.
Edwards Deming highlighted that the biggest opponent to quality is variation; this applies to services as well as products – patients must receive the same high quality of service from all members of the health care team and from the same people throughout time. The personal dimension of service quality adapted for health care is made up of six areas around which service standards should be developed. Appearance: Patients’ positive or negative reaction to what they see strongly impacts the perception of their experiences. This perception begins with the physical appearance (cleanliness, neatness, maintenance, etc.) of the health care facility, both externally and internally; it continues with the physical appearance of the health care team.
Theme 3 “Consumer Satisfaction”: Consumer satisfaction is the perhaps the most important element of understanding the response of a customer and it forms a major pillar and a key to relationship marketing. If the satisfaction level is identified of a customer in the most generic form it becomes some what easy for any company to strengthen the bond with the customer in the long run and create an impact of loyalty in the minds of a consumer, depending on the satisfaction level. As defined by Mittal and Frennea, A customer's post-consumption evaluation of a product or service” determined by the perceived discrepancy between prior expectations and the actual performance is what it is that helps the company to evaluate the level of Customer satisfaction