Managerial strategies and policies – Analysis of patient satisfaction based on demographic data

摘要

Service quality of healthcare organizations is more and more determined by the patients’ satisfaction data. Therefore, the fairness of this comparison raises questions. The factors that could affect it are represented by the demographic characteristics of patients but also the institutional characteristics of the healthcare organization. In this study, we will analyze the demographic factors. 150 questionnaires were analyzed, completed by the patients of an obstetrics-gynecology clinic in order to complete an observer study. Observing the differences between the demographic aspects of the patients, we decided to analyze them using a few satisfaction scores that were built on the answers received on the basis of the questionnaire. Each satisfaction score was attributed to a category of satisfaction surveyed between patients, and its interpretation was based on the answers received and the number of questions. The analysis of the results has shown the existence of many correlations observed in the study, based on the built-up scores, the demographic data of the patients (background, age category, level of education, monthly income level, civil status, gynecological consultation objective, sex of the gynecologist) and the way the patients were informed and their general impression.