Background of the study

Overview of Research Area

Patient satisfaction is a measure of how happy a patient is with their

healthcare. Although “patient satisfaction” and “patient experience” are

sometimes used interchangeably, they're actually two separate concepts.

A patient's experience is based on what should happen during their

appointment and whether that actually occurred, whereas patient

satisfaction is based on whether a patient's expectation of what should

happen were met. In other words, we need to address a patient's

expectations as well as providing a medically sound experience.

Patient satisfaction with healthcare provision services and the factors

influencing it are be-coming the main focus of many scientific studies.

Assuring the quality of the provided services is essential for the

fulfillment of patients’ expectations and needs. Thus, this systematic

review seeks to find the determinants of patient satisfaction in a global

setting. We perform an analysis to evaluate the collected literature and to

fulfill the literature gap of research impact analysis within this theme. We
divided the factors influencing patient satisfaction into criteria and

explanatory variables. Medical care, communication with the patient, and

patient’s age are among the most critical factors for researchers. The

research impact analysis revealed the countries, institutions, documents,

authors, and sources most productive and significant in patient

satisfaction.

Healthcare systems are continually changing and improving, and so it is

necessary to find a way to assess outputs while evaluating the satisfaction

of the service receiver, in this case, the patient. One can define patient

satisfaction as a patient’s reaction to several aspects of their service

experience. Assessing patient satisfaction may provide valuable and

unique insights about daily hospital care and quality. One widely accepts

it as an independent dimension of care quality that includes internal

aspects of hospital care. Patient satisfaction is a concept that has long

been neglected and cast aside, but is becoming gradually more important.
(Choi et al, 2004) includes it as an outcome of healthcare services; hence,

it is of utmost importance to evaluate care quality. Several authors argue

that satisfaction and the result in terms of the patient’s health status are

related terms. Thus, the present study throw light on the factors that most

influence patient satisfaction. With this information, managers can more

efficiently allocate resources to improve patients’ experience and

satisfaction (karim, 2003).

Measuring healthcare quality and satisfaction constitutes an indispensable

element for adequate resource management and allows for the focus on

its users’ preferences, giving them a chance to construct a customized

health service, better fitted to their needs and expectations. When talking

about public hospitals, there may not be a financial interest in performing

these studies since they are not particularly interested in profit. However,

with the increase in market competitiveness, private companies need to

meet patients’ needs, satisfying them so that they then become loyal to
the organization. Patient satisfaction can be useful for structuring

evaluations referring to patient judgments according to inpatient care. It is

relevant from an organizational management perspective. Patient

satisfaction and quality of health services are, thus, crucial elements for

the long-term success of health institutions (saiid, Rashid, 2008).

Despite the high number of studies regarding this topic, the results are

inconclusive and differ across each document. Contradicting evidence

exists across patient satisfaction studies due to its subjective nature. Since

each individual has his/her perceptions, satisfaction is nothing but a

relative concept, influenced by individual expectations and evaluations of

health services’ attributes

Several systematic reviews have analyzed the determinants of patient

satisfaction: (Kravitz, et al, 1996; Greene, et al, 1980; Sanchez - Menegay

and Stalder, 1994; Lazare and Elsenthal, 1997) are some noteworthy

recent reviews. Similarly, reviews on the methods most utilized by

profound analysis of literature through research impact tools. Thus, this

analysis aims to assess the different aspects of patient satisfaction in the

Bova healthcare context, along with the identification of the main

countries, institutions, documents, authors, and journals of this research

area, with co-citation and bibliographic coupling networks. This

systematic review can contribute to the knowledge of patient satisfaction,

whether the influential factors, or the most advised methodology, and be

an essential input for researchers or scholars interested in the study of

patient satisfaction. In addition, we conducted a meta-analysis by

statistically analyzing the main factors underlying patient satisfaction and

the main methodologies adopted for its study.

The incessant demand for improved results and quality of health services

offered is of extreme importance in developing a more effective

organizational policy adjusted to the patients’ needs. Health organizations

healthcare market’s promotion and public image in the Bova health

center. Hence, patient satisfaction surfaces as a variable for promoting

health organizations’ quality, allowing an assessment and identification

of patients’ most relevant dimensions and their satisfaction level (Choi et

al , 2004). Patient satisfaction helps to measure the quality of healthcare,

thus becoming an essential and frequently used indicator. It affects

clinical outcomes, medical malpractice claims, and timely, efficient, and

patient-centered healthcare delivery. Patient satisfaction and quality of

health services are a priority for the services industry due to increasing

consumption and are critical elements for health institutions’ long-term

success.

Even though satisfaction is an essential aspect of quality, the relationship

between these two concepts is not linear. On the one hand, satisfaction

studies’ results can be ambiguous and may not always be impartial. Given
that patients evaluate physicians’ performance, most missing the

necessary abilities, results can be based on affinity and not on the health

professional’s technical skills.

The performance and the accountability of the system is reflected in a

general improvement of the health status of the people who have received

the service, ensuring equity and efficiency, while protecting individuals

from excessively high costs (WHO, 2009). The level and distribution of

accountability is therefore an important determinant of patient

satisfaction, related to the performance of the health system.

Since each person has his/her perceptions, satisfaction is nothing but a

relative concept, influenced by individual expectations and evaluations of

health services’ attributes. Patient satisfaction is complex to assess, given

its multidimensionality.

It is valuable to consider the highly cited the framework on how to

examine health services’ quality in order to surpass the current lack of

of medical care using three components structure, process, and outcome

(results):

problem statement

Despite the advancements in medical technology and infrastructure,

patient satisfaction remarks a critical indicator of the overall equality of

healthcare workers significantly impact their satisfaction levels. However,

there is a growing concern that the behavior of healthcare providers may

not always align with the principles of patient-centered care, leading to

dissatisfaction and potentially affecting patient outcomes. There are a

number of challenges that small facilities in particular face with

conducting lack of commitment, distance to healthcare areas. There is a

clear relationship between patient satisfaction and financial benefits at the

Bova health center according to the researcher.

1) What are the factors that contribute to patient satisfaction with

healthcare workers ?

2) What measures can be implemented to improve patient satisfaction

and ensure a positive patient provider interaction?

3) How do different types of healthcare workers (Doctors, Nurses,

administrative staff) impact patient satisfaction?

Aims and Objectives

The aim and objective of this study is to investigate patient satisfaction

with the behavior of healthcare workers in the Bova health center. This

involves understanding the factors that influence patient satisfaction and

identifying areas where improvements can be made to enhance the overall

quality of care.

General Objective
To investigate patient satisfaction in relation to the behavior of healthcare

workers in the Bova health center.

Specific Objectives

1) To make healthcare services more accessible and convenient for

patients

2) To ensure consistent follow-up and support for patient

3) To create channels for patient to voice out their experiences and

suggestions.

Significant of studies

This study aims to contribute to the body of knowledge on patient

satisfaction and provide valuable insights for healthcare workers and

policy makers. By identifying the key factors that influence patient

satisfaction, the study will help in the development of strategies to

enhance the patient experience and improve healthcare outcomes.

centered care that meets the needs and expectations of patient in Bova

health center.