A statistical model for evaluating the patient satisfaction

The paper aims to identify the drivers which affect the patient satisfaction. For this purpose the authors analyzed the data collected by delivering a questionnaire to patients hospitalizing in an important hospital of Napoli city. The effects of level of satisfaction about different services receiv...

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Bibliographic Details
Published in:Socio-economic planning sciences 2021-02, Vol.73, p.100797, Article 100797
Main Authors: Lucadamo, Antonio, Camminatiello, Ida, D'Ambra, Antonello
Format: Article
Language:English
Subjects:
Hygiene
Job satisfaction
Medical personnel
Ordinal data
Patient safety
Patient satisfaction
Principal component logistic regression
Servperf
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Summary:The paper aims to identify the drivers which affect the patient satisfaction. For this purpose the authors analyzed the data collected by delivering a questionnaire to patients hospitalizing in an important hospital of Napoli city. The effects of level of satisfaction about different services received in the hospital on the patient satisfaction have been studied by comparing the results of four regression models. Findings provide empirical evidence that a policy aimed at developing the competences and the abilities of the staff and at maintaining high standards of hygiene and cleanliness is the most appropriate strategy to improve patient satisfaction. •Focusing on staff competences is the best strategy to improve patient satisfaction.•Comparison among statistical models for studying patient satisfaction.•A survey to detect the drivers which affect patient satisfaction.
ISSN:0038-0121
1873-6041
DOI:10.1016/j.seps.2020.100797