Measuring Patients′ Satisfaction in For-Profit Orthopedic Hospital

Abstract

Patients′ satisfaction plays the central role in management of private hospitals, therefore the development of appropriate methodology and its adjustment to specific needs is necessary. The goal of the research is to develop and test methodology for the assessment of patient satisfaction in a private for-profit orthopedic hospital in Latvia that is consistent for results, as it should help to determine potential areas of progress in the coming periods. Moreover, satisfied patients are likely to return, to fulfil medical treatment requirements achieving better clinical results, as well as to recommend the hospital to others thus contributing to better overall performance of the organization. The results of the study show that the developed tool could be a valid instrument for measuring patient’s satisfaction, allowing to improve the existing processes inside the organization, as well as benchmark different segments in the hospital as far as possible and develop best-practice approaches.