Patient satisfaction has become a key criterion by which the quality of health care services is evaluated. The literature emphasizes that patients who are satisfied with the provision of health care tend to be more compliant to their treatment plan, maintain their follow up visits; and are more willing to recommend the hospital to others. The literature emphasizes that hospital accreditation and patient satisfaction are both considered important quality indicators of healthcare delivered. The results of patient satisfaction surveys can be used to monitor the quality of health care provided, to find out any shortages, to provide the necessary interventions, and as a valuable source of strategic planning of health services. It is judgment that a product or a services feature, or the product or service itself, provide a pleasurable level of consumption related fulfilment.
Patient satisfaction is a complex, multidirectional issue that needs to be approached from several different angles. As such, the examination of patients’ satisfaction with regard to the services provided by two important hospitals could review the effectiveness of the hospital management. Private sector healthcare delivery in low- and middle-income countries is sometimes argued to be more efficient, accountable, and sustainable than
Fulfilled patients are more likely to stick to arranged treatment plans, maintain a continuing relationship with a health care provider and comprehend subsequent profit relating to health outcomes. (Korda 2013). Improving patient satisfaction leads to better efficiency. Physicians and staff often waste a lot of time reacting to complaints and dealing with patients that are not compliant, which unhelpfully impacts office productivity. To compare, satisfied patients are easier and more pleasing to care for, don’t use up physician and staff time and are more obedient.
It means the best possible health outcome given the circumstances and resources, centered on patient care. Quality is measured in several ways, such as, patient satisfaction, how long it took the patient to discharge, any hospital acquired complications, what treatments patient has received during their hospital stay, and status of patient at discharge. All of these components help decide the quality of
1.2 Quality Service in the Healthcare Sector. Worldwide Healthcare providers, (Hospitals, clinics, pharmacies etc.) tries to ensure that healthcare services meet the expectation of its users by simply responding to the open market by strategic development(Gronroos, 1982; Bensing, 1991; Waal et al, 1993).When services are assessed, further information about patient satisfaction can be observed (Labarere et al, 2004). Service providers like the health care sector are predominated by the functional and technical form of quality(Gronroos, 1984). Technical quality in the health care service can be defined as how well the service provider uses its technical skills correctly in the diagnoses procedures (Emin & Glynn, 1991).
[3] 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. [4] 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.
345-350). Other aspects of professionalism in the workplace include: showing up on time, following dress code, showing discipline and self-composure, providing care in a timely manner, respecting patient 's privacy and maintaining the safety of personal information. Moreover, collaborating with other health care providers to promote the best care possible to the patient, following code of ethics, seeking knowledge and skills to improve work performance, taking responsibility for own actions and helping to develop trust between patients and the healthcare team (Potter, Perry, Stockert, & Hall, 2011, pp. 210-215). All healthcare professionals should serve patients and the community by providing the best care possible in their scope of practice (Shohani & Zamanzadeh, 2017, pp.
Good lighting, pictures of pleasant scenes, sunlight, good ventilation all geared towards safety, removal of odours and prevention of infection and good sleep. It is the acceptable standard of care in today’s nursing. Comfort is an important concept in nursing in four ways - “1) the need of comfort is basic, 2) persons experience comfort holistically, 3) self-comforting measures can be healthy or unhealthy, and 4) enhanced comfort, if achieved in healthy ways, leads to greater productivity”. Comfort can also be described in terms of relationship where patient feel confident when they have a good relationship with the care giver the nurse. Comfort can also be seen in terms of physical, psychological, sociocultural, and environmental.
According to Larry (1997) quality of service is a perceived judgment resulting from an evaluation process when customer compares own expectations with the service has been received. Customers have now become more aware of their rights and the value of their opinion in the market
Executive Summary Customer satisfaction shows how the customer perceives delivery of service. Customer satisfaction is a major function regarding service performance which is relative to the customer expectation. Therefore, it is critical to comprehend that how customer expectation is built in order to recognize the factors of service quality in the restaurant. Expectations differs from customer to customer, based on their knowledge and understanding of the product or service. It can be implied that the customer might estimate how the service performance will be or might think what the performance ought to be.