Patient satisfaction and perceived service quality in hospitals: a systematic review of the literature

Detalhes bibliográficos
Autor(a) principal: Matos, Maria Hespanha Garcia de
Data de Publicação: 2021
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10773/31203
Resumo: The shift in the overall scenery of the healthcare industry, its specificities and market pressures drove health organizations into considering service quality and patient satisfaction as vital strategies. As a consequence, patients became the centre of healthcare services and their inputs began to be gradually integrated in planning, evaluating and improving organizational processes and in supporting decision-making. The current work sought to review the literature on patient satisfaction and healthcare quality, specifically in the case of hospitals. A modified PRISMA framework was employed and an extensive search was conducted on the SCOPUS database. From the initial 1 442 references, 66 were included in the review. Time parameters were purposefully set at 1980, which corresponds to the publication of a cornerstone report. For a study to be selected it had to cover satisfaction or perceived quality from the patients’ viewpoint. From the analysis conducted, it was observed a spike on studies around the 2000’s; the majority of investigated countries are developing nations; the quantitative type and the SERVQUAL questionnaire were the most used methods; and most of the publications modified existing models. Furthermore, it is reported the dimensions that received the highest and lowest grades regarding expectations and perceptions, and also the extent of the attributes’ discrepancy. Additionally, numerous authors detected that expectation scores were markedly high. It was also noted that the expectation-perception gap and the overall service scores did not coincide in various occasions. Finally, patients regarded reliability as the most important dimension and tangibles as the least. Lastly, data on the influence of variables on quality perceptions and on satisfaction showed that while some effects are inconclusive others are consensual. Moreover, a broader analysis on how patients’ evaluations are affected suggests that the outcome measured might impact the variables’ effect. Lastly, several shortcomings of the review can be pinpointed: only considering one document type in the search, disregarding other forms of literature or evidence; the search being conducted in only one multidisciplinary database, SCOPUS; the weak dispersion of studies across contexts and locations, and the scarcity of data and details; not validating the core constructs of each paper; and findings having emerged from comparing studies employing distinctive procedures and from different settings.
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spelling Patient satisfaction and perceived service quality in hospitals: a systematic review of the literaturePatientQualitySatisfactionHealthcareHospitalSystematic literature reviewThe shift in the overall scenery of the healthcare industry, its specificities and market pressures drove health organizations into considering service quality and patient satisfaction as vital strategies. As a consequence, patients became the centre of healthcare services and their inputs began to be gradually integrated in planning, evaluating and improving organizational processes and in supporting decision-making. The current work sought to review the literature on patient satisfaction and healthcare quality, specifically in the case of hospitals. A modified PRISMA framework was employed and an extensive search was conducted on the SCOPUS database. From the initial 1 442 references, 66 were included in the review. Time parameters were purposefully set at 1980, which corresponds to the publication of a cornerstone report. For a study to be selected it had to cover satisfaction or perceived quality from the patients’ viewpoint. From the analysis conducted, it was observed a spike on studies around the 2000’s; the majority of investigated countries are developing nations; the quantitative type and the SERVQUAL questionnaire were the most used methods; and most of the publications modified existing models. Furthermore, it is reported the dimensions that received the highest and lowest grades regarding expectations and perceptions, and also the extent of the attributes’ discrepancy. Additionally, numerous authors detected that expectation scores were markedly high. It was also noted that the expectation-perception gap and the overall service scores did not coincide in various occasions. Finally, patients regarded reliability as the most important dimension and tangibles as the least. Lastly, data on the influence of variables on quality perceptions and on satisfaction showed that while some effects are inconclusive others are consensual. Moreover, a broader analysis on how patients’ evaluations are affected suggests that the outcome measured might impact the variables’ effect. Lastly, several shortcomings of the review can be pinpointed: only considering one document type in the search, disregarding other forms of literature or evidence; the search being conducted in only one multidisciplinary database, SCOPUS; the weak dispersion of studies across contexts and locations, and the scarcity of data and details; not validating the core constructs of each paper; and findings having emerged from comparing studies employing distinctive procedures and from different settings.A mudança no panorama da indústria da saúde, as suas especificidades e pressões do mercado levaram as organizações de saúde a considerar a qualidade do serviço e a satisfação do paciente como estratégias vitais. Consequentemente, o paciente tornou-se o centro dos cuidados de saúde e os seus inputs foram sendo gradualmente integrados no planeamento, avaliação e na melhoria dos processos organizacionais, também apoiando as tomadas de decisão. Este trabalho procurou rever a literatura existente sobre a satisfação do paciente e a qualidade dos cuidados de saúde, especificamente em ambiente hospitalar. Uma versão modificada do PRISMA foi utilizada e foi realizada uma pesquisa na base de dados SCOPUS. Das 1 442 referências iniciais obtidas na pesquisa, 66 foram incluídas na revisão. Parâmetros de tempo foram propositadamente definidos para o ano de 1980, correspondente à data de publicação de um estudo de referência na área. Para uma publicação ter sido selecionada teria que tratar satisfação ou qualidade percebida na perspetiva do paciente. Da análise realizada, foi observado um aumento deste tipo de estudos após o ano 2000; que a maior parte dos países investigados caracterizam-se como economias em desenvolvimento; que a metodologia quantitativa e o questionário SERVQUAL foram os métodos mais utilizados; e que a maioria das publicações modificaram modelos existentes. Adicionalmente são reportadas as dimensões que obtiveram os maiores e menores valores relativamente às expectativas e perceções, e também a extensão das discrepâncias dos atributos. De salientar que vários autores detetaram valores de expectativas notoriamente elevados. Também foi observado que as discrepâncias entre expectativas e percepções e os níveis de satisfação e de qualidade global não coincidiram em algumas ocasiões. Finalmente, a generalidade dos pacientes considera a confiabilidade como a dimensão mais importante e os tangíveis como a de menor importância. Por último, informação recolhida sobre a influência de variáveis nas perceções de qualidade e na satisfação demonstrou que, enquanto alguns efeitos são inconclusivos, outros são consensuais. Ademais, uma análise mais abrangente sobre como é que as avaliações dos pacientes são afetadas sugere que o conceito em avaliação poderá influenciar os efeitos das variáveis. Nesta revisão podem ser apontadas algumas limitações, das quais se destacam: considerar exclusivamente um tipo de documento e uma base de dados, SCOPUS; a fraca dispersão de estudos por vários contextos e localizações e a ausência de dados e detalhes; a não validação dos conceitos centrais de cada artigo; e a generalização de resultados ter resultado da comparação de investigações de diferentes contextos que aplicaram procedimentos distintos.2021-04-16T14:10:56Z2021-02-08T00:00:00Z2021-02-08info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10773/31203engMatos, Maria Hespanha Garcia deinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-02-22T12:00:13Zoai:ria.ua.pt:10773/31203Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:03:08.161454Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Patient satisfaction and perceived service quality in hospitals: a systematic review of the literature
title Patient satisfaction and perceived service quality in hospitals: a systematic review of the literature
spellingShingle Patient satisfaction and perceived service quality in hospitals: a systematic review of the literature
Matos, Maria Hespanha Garcia de
Patient
Quality
Satisfaction
Healthcare
Hospital
Systematic literature review
title_short Patient satisfaction and perceived service quality in hospitals: a systematic review of the literature
title_full Patient satisfaction and perceived service quality in hospitals: a systematic review of the literature
title_fullStr Patient satisfaction and perceived service quality in hospitals: a systematic review of the literature
title_full_unstemmed Patient satisfaction and perceived service quality in hospitals: a systematic review of the literature
title_sort Patient satisfaction and perceived service quality in hospitals: a systematic review of the literature
author Matos, Maria Hespanha Garcia de
author_facet Matos, Maria Hespanha Garcia de
author_role author
dc.contributor.author.fl_str_mv Matos, Maria Hespanha Garcia de
dc.subject.por.fl_str_mv Patient
Quality
Satisfaction
Healthcare
Hospital
Systematic literature review
topic Patient
Quality
Satisfaction
Healthcare
Hospital
Systematic literature review
description The shift in the overall scenery of the healthcare industry, its specificities and market pressures drove health organizations into considering service quality and patient satisfaction as vital strategies. As a consequence, patients became the centre of healthcare services and their inputs began to be gradually integrated in planning, evaluating and improving organizational processes and in supporting decision-making. The current work sought to review the literature on patient satisfaction and healthcare quality, specifically in the case of hospitals. A modified PRISMA framework was employed and an extensive search was conducted on the SCOPUS database. From the initial 1 442 references, 66 were included in the review. Time parameters were purposefully set at 1980, which corresponds to the publication of a cornerstone report. For a study to be selected it had to cover satisfaction or perceived quality from the patients’ viewpoint. From the analysis conducted, it was observed a spike on studies around the 2000’s; the majority of investigated countries are developing nations; the quantitative type and the SERVQUAL questionnaire were the most used methods; and most of the publications modified existing models. Furthermore, it is reported the dimensions that received the highest and lowest grades regarding expectations and perceptions, and also the extent of the attributes’ discrepancy. Additionally, numerous authors detected that expectation scores were markedly high. It was also noted that the expectation-perception gap and the overall service scores did not coincide in various occasions. Finally, patients regarded reliability as the most important dimension and tangibles as the least. Lastly, data on the influence of variables on quality perceptions and on satisfaction showed that while some effects are inconclusive others are consensual. Moreover, a broader analysis on how patients’ evaluations are affected suggests that the outcome measured might impact the variables’ effect. Lastly, several shortcomings of the review can be pinpointed: only considering one document type in the search, disregarding other forms of literature or evidence; the search being conducted in only one multidisciplinary database, SCOPUS; the weak dispersion of studies across contexts and locations, and the scarcity of data and details; not validating the core constructs of each paper; and findings having emerged from comparing studies employing distinctive procedures and from different settings.
publishDate 2021
dc.date.none.fl_str_mv 2021-04-16T14:10:56Z
2021-02-08T00:00:00Z
2021-02-08
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