Factors affecting patient satisfaction in the health care sector in Serbia

Abstract

Introduction/Objective The aim of this paper was to highlight and understand factors that influence the quality of healthcare services in Serbia in private and public health institutions. Methods The data was collected during May of 2017 and June of 2017 through an on-field questionnaire. Out of 500 questionnaires in total, 406 were completed and returned, resulting in a response rate of 81.2%. Results The following four most influential factors for patient satisfaction in Serbia’s healthcare sector were identified: admission process, doctor care, staff care, and technology tools. Conclusion The model describes that 66.2 variance for the doctor care variable is based on three constructs: admission process, technology tools, and staff care. The hypothesis that technology tools will have a positive effect on staff care was not confirmed.