Title: Analysis of patient satisfaction in a hospital system: maternity of Sfax case

Authors: Mohamed Haykal Ammar; Khouloud Kallel Kammoun; Marwa Ben Maallem; Noura Beji

Addresses: Laboratoire OLID, Institut Supérieur de Gestion Industrielle de Sfax, Université de Sfax, LR19ES21, 3021, P.O. Box 166, Cité Bourguiba 3094 Sfax, Tunisia ' Laboratoire OLID, Institut Supérieur de Gestion Industrielle de Sfax, Université de Sfax, LR19ES21, 3021, P.O. Box 166, Cité Bourguiba 3094 Sfax, Tunisia ' Laboratoire OLID, Institut Supérieur de Gestion Industrielle de Sfax, Université de Sfax, LR19ES21, 3021, P.O. Box 166, Cité Bourguiba 3094 Sfax, Tunisia ' Laboratoire OLID, Institut Supérieur de Gestion Industrielle de Sfax, Université de Sfax, LR19ES21, 3021, P.O. Box 166, Cité Bourguiba 3094 Sfax, Tunisia

Abstract: Patient satisfaction is an important and commonly used indicator for measuring the quality in a hospital system. The objective of the study is to analyse the patients' satisfaction in the Sfax maternity. A quantitative study was carried out; throw a questionnaire coded via five-point Likert scale, covering 450 patients. The data analysis was conducted using SPSS and AMOS software. The results showed that a patient was less satisfied by the calmness inside the service, the cleanliness of rest rooms, the cleanliness and comfort of the beds, and by the behaviour of the staff. The actions needed to be taken aim to make each person aware about his own role, to pay more attention to patients' requirement, to guarantee a favourable condition for each one (a minimum of calmness and comfort) and to have well-cleaned restrooms. Moreover, effective communication is necessary to ensure that patient's problems and concerns are understood by those providing care.

Keywords: hospital logistics; patient satisfaction; quantitative approaches; descriptive analysis; obstetric gynaecology.

DOI: 10.1504/IJAOM.2021.10044870

International Journal of Advanced Operations Management, 2021 Vol.13 No.4, pp.347 - 371

Received: 13 Jan 2020
Accepted: 16 Jan 2021

Published online: 08 Feb 2022 *

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