Department of Agricultural Economics and Management, School of Management, Zhejiang University, Hangzhou 310029, China.
School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310029, China.
Int J Environ Res Public Health. 2019 Sep 9;16(18):3318. doi: 10.3390/ijerph16183318.
Patient satisfaction is a measure of the extent to which a patient is content with the health care they received from their health care provider. Patient satisfaction is one of the most important factors to determine the success of a health care facility. The purpose of this study was to determine patient satisfaction with healthcare services and encompass the physician's behavior as moderation between patient satisfaction and healthcare services. The study seeks to measure the health care services, like a laboratory and diagnostic care, preventive healthcare and prenatal care, to patient satisfaction in the public health sectors of Pakistan. A descriptive survey research design was used for this study. The target population was patients from the out-patient department (OPD) of three public hospitals from Pakistan. By using the convenient sampling technique, 290 sample participants were selected from the target population. The reliability scales were tallied by using Cronbach's Alpha. The findings of the study are gleaned by using regression to explore patient satisfaction with the health care services, and whether or not the physician's behavior moderates the link of patient satisfaction and healthcare services. SPSS Hayes process was used for the moderation effect of the physician's behavior. The main results of the regression analysis validate that health care services, such as laboratory and diagnostic care, preventive healthcare, and prenatal care, have a significant and positive effect on patient satisfaction. Specifically, the study suggests that the physician's behavior significantly moderates the effect of health care services on the satisfaction of patients. The overall opinions about the satisfaction level of patients for the availability of health services in the hospitals were good. The degree of satisfaction was satisfactory with respect to laboratory and diagnostic care, preventive healthcare, and prenatal care services. Based on the outcomes, the study confirms that the proposed hypotheses are statistically significant. Furthermore, the directions for future research of the study are offered.
患者满意度是衡量患者对医疗保健提供者提供的医疗保健服务满意程度的指标。患者满意度是决定医疗保健设施成功与否的最重要因素之一。本研究旨在确定患者对医疗服务的满意度，并将医生的行为作为调节患者满意度和医疗服务之间关系的因素。本研究旨在衡量医疗服务，如实验室和诊断护理、预防保健和产前保健，对巴基斯坦公共卫生部门患者的满意度。本研究采用描述性调查研究设计。目标人群是来自巴基斯坦三家公立医院门诊部的患者。通过使用方便抽样技术，从目标人群中抽取了 290 名样本参与者。使用 Cronbach's Alpha 对可靠性量表进行了计数。通过回归分析来探索患者对医疗服务的满意度，以及医生的行为是否调节患者满意度和医疗服务之间的关系，得出了研究结果。使用 SPSS Hayes 过程来检验医生行为的调节效应。回归分析的主要结果验证了医疗服务，如实验室和诊断护理、预防保健和产前保健，对患者满意度有显著的积极影响。具体而言，研究表明，医生的行为显著调节了医疗服务对患者满意度的影响。总体而言，患者对医院提供的卫生服务的满意度评价较好。在实验室和诊断护理、预防保健和产前保健服务方面，满意度程度令人满意。根据研究结果，确认所提出的假设在统计上是显著的。此外，还提出了研究的未来研究方向。
