Abstract

ASSESSING PATIENT SATISFACTION IN HEALTHCARE: THEORIES, MEASUREMENT TOOLS, AND IMPLICATIONS FOR QUALITY IMPROVEMENT

Vimla Chaudhari*, Shrusti Prithviraj Patil, Shubham Arvind Pawar, Prathmesh Shashikant Talekar and Manas Joshi

ABSTRACT

This review examines the critical role of patient satisfaction in healthcare, emphasizing its impact on service quality and patient outcomes. It explores the evolution of patient satisfaction from the 1960s to the present, highlighting the shift from "Quantity of Life" to "Quality of Life." The review discusses various theories explaining patient satisfaction, including the alignment of patient and provider perspectives, the influence of patient expectations and values, and the significance of interpersonal care aspects. Additionally, it evaluates the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey as a tool for measuring patient satisfaction, noting its implementation in different survey modes and its role in identifying areas for improvement. The review also examines various researchmethods developed to assess patient satisfaction, such as the "Satisfaction with Physician and Primary Care Scale" and the "Patient Satisfaction Questionnaire." Furthermore, it presents a sample questionnaire format for patient satisfaction surveys designed to gather specific feedback on key aspects of the patient experience. The review concludes by emphasizing the importance of understanding and measuring patient satisfaction to enhance healthcare quality and patient care.

Keywords: Patient Satisfaction, Healthcare Quality, HCAHPS, Patient Satisfaction Theories, Patient Satisfaction Surveys, Healthcare Research Methods.