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Revista Encontros Científicos - Tourism & Management Studies

versão impressa ISSN 1646-2408


PEDRO, Sílvia; FERREIRA, Pedro Lopes  e  MENDES, Júlio. Application of statistical methods to the evaluation of patients’ satisfaction with hospital internment. Encontros Científicos [online]. 2010, n.6, pp.175-189. ISSN 1646-2408.

It is well established that important indicators for the improvement of quality care strategies can be drawn from the evaluation of patients’ satisfaction levels. This study adds to the literature by exploring a unique database which results from the IAQH-IA questionnaire, with the aim of study patient satisfaction with hospital internment. The data accounts for a total of 6,363 patients, representing the period 2000-2004. Descriptive statistics allow a full characterisation of both patients and internment episodes. Using structural equation modelling techniques it is possible to derive satisfaction models and to analyze the relationship between perceived quality care, satisfaction and patients’ attitudes. Inferential statistics is also used to conduct a bivariate analysis of global satisfaction determinants. Finally, regression trees are employed to run a multivariate analysis of global satisfaction determinants.     Results show that developing a system for delivering timely information to both patient and relatives is of crucial importance. This is a fundamental aspect for the patients, which, to date, seems to have been neglected by incumbent hospital management. Additionally, the results show that internment impact, the number of years spent in school and the current level of perceived health are important determinants of the patients’ global satisfaction.

Palavras-chave : Patient Satisfaction; Health Care Service Quality; Hospital Internment; Structural Equation Modelling; Regression Trees.

        · resumo em Português     · texto em Português     · Português ( pdf )