Patient Satisfaction: the Importance of Its Measurement in Improving the Quality of Care and Services in a Public Paediatrics Department

Abstract

Patient satisfaction is crucial to healthcare quality since it represents how far the delivered care and services meet the subjective and objective needs and requirements of the patient.

Our study aimed to conduct a survey in order to describe factors which influence patient satisfaction about the conditions of access to a public paediatrics department. The survey consisted in asking 44 questions to a sample of 105 outpatients. Statistical analysis showed that dissatisfaction was mainly associated with waiting time and the waiting room. The Multiple Factor Analysis helped defining different patients’ profiles and several actions were implemented.

Keywords: Healthcare quality, Patient satisfaction, Satisfaction survey, Multiple Factor Analysis.