How satisfied are Portuguese citizens with public hospitals' service?
International Journal of Health Care Quality Assurance
ISSN: 0952-6862
Article publication date: 12 July 2013
Abstract
Purpose
The purpose of this paper is to empirically test emergency department patients' service quality perceptions by measuring their satisfaction.
Design/methodology/approach
Mixed method research involved collecting, analysing and interpreting qualitative and quantitative data in a single study, thereby providing a bridge between qualitative and quantitative paradigms. The goal was to merge knowledge by using qualitative conclusions to understand quantitative conclusions.
Findings
Segment 1 (62 per cent of the patients) represents the unsatisfied group and a segment 2 (39 per cent of the patients) represents the satisfied cohort. Dissatisfied patients classified almost all items as very bad, bad or satisfactory; satisfied patients classified almost all items as very good or good. This study identifies all items that contribute to low patient‐satisfaction.
Practical implications
The paper's findings are important because administrators and policy makers know that patients constitute two different segments and have different characteristics, which can help administrators and managers to develop new strategies and policies to improve performance.
Originality/value
This mixed‐method research provides valuable information for administrators and managers. The proposed framework can be an excellent way to evaluate patient satisfaction.
Keywords
Citation
Fonseca, J.R.S. (2013), "How satisfied are Portuguese citizens with public hospitals' service?", International Journal of Health Care Quality Assurance, Vol. 26 No. 6, pp. 522-535. https://doi.org/10.1108/IJHCQA-02-2012-0024
Publisher
:Emerald Group Publishing Limited
Copyright © 2013, Emerald Group Publishing Limited