Patient satisfaction in a tertiary care center (Tunisia, 2015-2016)

Abstract

Introduction: Patient satisfaction is one of the most commonly used indicators in healthcare service quality evaluation. The aim of the study was to measure overall and specific patient satisfaction rates and to identify determinants of satisfactionin Sahloul University hospital during 2015 and 2016.

Methods: This is a cross-sectional study which included a random sample of patients hospitalized in Sahloul University Hospital between 2015 and 2016. The survey was conducted through an original self-administered questionnaire. Four specific dimensions of satisfaction were explored: administrative, technical, logistic and relational. Overall and specific satisfaction rates were calculated and then patient satisfaction associated factors were identified through a multivariate analysis using a logistic regression model.

Results: A total of 1897 patients were included in the study with a mean age of 42.4 years (SD =20.5 years) and a sex ratio of 0.94.Overall patient satisfaction rate was about 67%. Items of satisfaction concerned mainly the relational dimension: the respect of the patient intimacy and the quality of information given. Those of dissatisfaction were mainly logistic: The physical environment in the hospital room, the cleanliness of toilets and waiting times.Determinants of patient satisfaction were mainly related to the quality of access and reception, the accommodation conditions, the technical care, the quality of information and the respect of patient intimacy.

Conclusion: This study is a pioneering action to measure the quality of care in Tunisia. It highlighted the causes of patient dissatisfaction at Sahloul University Hospital. Appropriate measures to correct these deficiencies should be undertaken.