FACTORS ASSOCIATED WITH PATIENTS’ SATISFACTION IN THE HEALTH CARE SYSTEM IN NORTH MACEDONIA
his paper examines the factors and approaches in patients’ satisfaction in the health care delivery system in N. Macedonia. The study aims to assess how key service quality dimensions relate to an important measure of performance in patient satisfaction and to find the elements that are valued by...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
University American College Skopje
2020-12-01
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| Series: | AICEI Proceedings |
| Online Access: | http://www.aicei.uacs.edu.mk/document/3ea82cc4-c4ea-8f67-bac2-2f36d8200516 |
| Summary: | his paper examines the factors and approaches in patients’ satisfaction
in the health care delivery system in N. Macedonia. The study aims to assess how key
service quality dimensions relate to an important measure of performance in patient
satisfaction and to find the elements that are valued by patients and the reasons behind
patient satisfaction or dissatisfaction. The main tool used in this study was the
instrument developed for measuring service quality named as SERVQUAL. The overall
patient-satisfaction item was skewed towards low patient satisfaction in the health
care system: 2.43 on a scale of 1-3. The strongest predictors were experienced healthcare
professionals (β = -0.32), expected diagnosis (β =0.14) and modern equipment
(β =-0.130). The regression model explained 62% of the variance in overall patient
satisfaction. The findings of the study are of great importance for public hospital administrators
in N. Macedonia with respect to the outpatient aspects of service quality.
The results of the study will serve for the strategic use of hospital sectors as an initial
strategy for marketing healthcare, and expanding patient satisfaction. Other studies
found that satisfaction can be influenced by different variables. |
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| ISSN: | 2671-3713 |