Analysis of patient satisfaction in a hospital system: maternity of Sfax case Online publication date: Tue, 08-Feb-2022
by Mohamed Haykal Ammar; Khouloud Kallel Kammoun; Marwa Ben Maallem; Noura Beji
International Journal of Advanced Operations Management (IJAOM), Vol. 13, No. 4, 2021
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.
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