Factors associated with patient satisfaction in a private health care setting in India: A cross-sectional analysis

Abstract

The present study was conducted to assess patient satisfaction and factors associated with it in a tertiary care hospital in India; and to evaluate the delay in discharge process and its association with satisfaction. It is a cross-sectional analysis of secondary data abstracted from patient satisfaction forms of 1,054 individuals. We analysed factors associated with rating of hospital services and overall hospital experience. We also evaluated the delay in discharge process and its association with overall satisfaction of these patients. We used regression models to assess factor associated with satisfaction scores and “good hospital experience”. About 91% of individuals reported that their experience in the hospital was good. The mean satisfaction scores were significantly lower in patients with delays in discharge due to insurance problems (-0.14, 95% CI: -0.27, -0.02). An increase in one unit in doctor’s score was significantly associated with “good rating” of hospital services (OR: 1.37, 95% CI: 1.19, 1.58). Similarly, one unit increase in the housekeeping score (OR: 1.34, 95% CI: 1.18, 1.52) and billing score (OR: 1.83, 95% CI: 1.56, 2.16) were significantly associated with an overall “good” rating. Thus, problems faced by patients and relatives during completion of billing procedures are important factors that determine overall satisfaction with health care settings. Improving the interpersonal and communication skills of doctors will be an important intervention for better hospital experience.