Patients’ Perceptions of Quality in Healthcare: A review

Abstract

An individual’s perception is their reality. Due to individual expectations two patients can provide different satisfactionscores after receiving the same care. It reflects how that care is supposed to be delivered as perceived by the patient.The individualized perception of a patient is influenced by patient’s individual values, personal beliefs, culturalbackground, age, education level, socioeconomic status, health literacy, and previous health care experiences. Patientsperceived low quality of physical care are extremely complicated to explain. Patients socio-demographic variables,especially age, sex, level of education, income, family background, ethnicity all can influence perceived satisfaction.The overall quality measure is either satisfying or dissatisfying. The health care administrators, health educatorsand other stakeholders and the community at large are in constant pressure to improve the patient perception ofquality health care. The increase in perceived care quality from the patients’ perspective are associated with improvedenvironmental conditions, care quality related to the health care personnel, information-communication andtechnological development. The high-tech environment may not improve patients’ perceptions towards quality careprovided by health care personnel if there is no empathy. Patient-centered service is recognized as a core componentof quality care. Patient-centered care is cost-effective and improves outcomes and patients are genuinely involved inhealthcare decisions and their preferences are considered, the result is better health, more involved patients and lowercosts.