Title: Factors influencing inpatient satisfaction. An analysis based on the Greek National Health System

Authors: Charalambos Gnardellis, Dimitris Niakas

Addresses: Technological Educational Institute of Messolonghi, Greece, Nea Ktiria 30200, Messolonghi, Greece. ' School of Social Sciences, Hellenic Open University, 169 R. Fereou St, 26222 Patras, Greece

Abstract: To determine the level of satisfaction and the factors that influence inpatient satisfaction in the Greek National Health System, a survey questionnaire, examining patient views on all aspects of hospital care, was conducted. Data collection was made via mail after patients| discharge from hospital. A total of 4209 questionnaires were received from inpatients who had at least a one day hospital stay. Inpatient satisfaction level analysis was assessed in terms of medical, nursing, accommodation and administrative services provided in relation to specific patient clinical and socio-demographic characteristics. Multiple correspondence analysis and cluster analysis shows that level of satisfaction was articulated in association with age of patients, educational level, insurance coverage, prior hospitalisations and length of stay. Moreover, a five clusters typology of inpatients was obtained according to the level of satisfaction expressed by participants.

Keywords: clinical data; Greece; inpatient satisfaction; questionnaire; socio-demographic factors; survey; patient satisfaction; healthcare satisfaction; hospital care; hospital services; service quality.

DOI: 10.1504/IJHTM.2005.006538

International Journal of Healthcare Technology and Management, 2005 Vol.6 No.3, pp.307 - 320

Published online: 20 Mar 2005 *

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