Determinants of patient satisfaction: a study among 39 hospitals in an in-patient setting in Germany

OBJECTIVE: To identify key determinants of patient satisfaction. DESIGN: Data used were obtained through a self-administered, post-visit questionnaire by random sampling during the period of January 2009 to September 2009. SETTING: Thirty-nine hospitals in Germany. PARTICIPANTS: A total of 8,428 patients. MAIN OUTCOME MEASURE: Global patient satisfaction was measured by a single item question. Attributes of medical aspects of care were measured using 12 items, performance of service using 3 items and different dimensions of patient expectations using 12 items. Medical aspects of care and performance of service items were entered into logistic regression analysis to identify determinants of patient satisfaction. RESULTS: The results of the analysis showed that there are 10 determinants of global patient satisfaction. The outcome of treatment was overall, the most salient predictor followed by nursing kindness as the second most important component. Items reflecting information receiving about the undergoing treatment do not have a major influence on patient satisfaction. CONCLUSION: The analysis identified key determinants that should be altered first in order to improve global patient satisfaction. The results also indicate that some aspects of the hospital stay are not seen as relevant by patients and therefore are unrelated to satisfaction ratings. The findings suggest that variables measuring patients' perceptions of care are more important determinants of global patient satisfaction in comparison to demographics and visit characteristics. Results of the present study have implications for health providers aiming at improving the service quality and quality of care.