Determinants of Patient Satisfaction at Tertiary Care Centers in Lebanon

Abstract

Objective: To assess patient satisfaction with services provided in inpatient health care settings in Lebanon. Methods: Our cross-sectional study enrolled patients who spent a minimum of one night in any ward at accredited hospitals in various regions of Lebanon. A structured questionnaire covering multiple domains was utilized to assess patient satisfaction as well as capture demographic data and visit characteristics. Results: From the pool of 1300 patients given questionnaires, a high response rate (92.8%; 1206) was achieved. Most (60.4%) respondents had the second class medical insurance coverage; only 99 (8.2%) had a first class coverage. Patient satisfaction was influenced by age, educational level, and medical insurance coverage class. Most respondents were pleased with overall nursing care (96.6%), and physician consultations (95.4%), P = 0.001. Conclusions: Patient satisfaction with hospital care is significantly influenced by patient’s provider interactions during the episodes of care. Furthermore, the surrounding physical environment also has an influence on patient satisfaction. Also, our results showed the acceptable level of satisfaction about the healthcare system delivered in Lebanon. This could be enhanced if appropriate management decisions will be implemented to overcome weakness and barriers.