Document Type

Master's Culminating Experience

Publication Date



Patient Satisfaction remains a focal point in overall healthcare experience. Satisfaction of patients has become a priority for hospital administrators because of the ties to improve organization performance, increase reimbursement schedules, prevent claims, and gain return to provider reputation. This study examines the key influences of patient satisfaction and how it is measured in an inpatient facility. A literature search was done through PubMed and Google Scholar to determine specific areas needing improvement. Out of 30 articles that met all search criteria (published in the year 2000 or later, survey administered in United States, published in English, administered in an inpatient facility, abstract of study pertained to one or more research questions, satisfaction scores analyzed through external agency, scores gathered from patients age 19 and older), the most frequently mentioned areas of dissatisfaction include: food, wait time, follow up/discharge, facility, medical personnel interaction, and activities/program. Further breakdown of specific points of dissatisfaction for each factor was determined by frequently mentioned specifics. The systematic review confirmed the concept that access, time, and medical personnel interaction are greatly valued by patients. Limitations of the study include the fact that response bias may exist for individuals answering surveys, interview bias may exist through wording of questionnaires, and the results are propriety in nature due to score analysis through third parties. Recommendations for assessment involve longer follow up period with the same patients and capturing a good sampling plan including both positive and negative experiences.

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Arasu_MPHposter.pdf (326 kB)

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