Patient Satisfaction

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Author(s): Nafisa Fatima Maria Vaz (Goa Institute of Management, India)
Copyright: 2018
Pages: 15
Source title: Healthcare Administration for Patient Safety and Engagement
Source Author(s)/Editor(s): Aleksandra Rosiek-Kryszewska (Nicolaus Copernicus University, Poland)and Krzysztof Leksowski (Military Clinical Hospital, Poland & Nicolaus Copernicus University, Poland)
DOI: 10.4018/978-1-5225-3946-9.ch010

Keywords: Business Science Reference / Healthcare Administration / Medicine & Healthcare

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Abstract

This chapter describes how there are three major stakeholders in a patient's hospitalization: the patient, the healthcare providers, and the hospital. Satisfaction with the care and hospital experience is important to the patient because evidence suggests satisfied patients are more likely to adhere to self-care instructions and have better clinical outcomes. Hospitals have aimed to provide care and service that is highly satisfying to patients because it is the right thing to do and because reputation affects volume and revenues which in turn impacts the fiscal bottom line. Unfortunately, not all patients enjoy equal levels of satisfaction in the health care system. To succeed amongst today's competition; healthcare organizations must be patient-centered and win the loyalty of their patients by providing an outstanding patient experience, then retaining these patients, increasing the number of patients through positive word of mouth and continually delivering greater value.

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