REVIEW

Factors influencing the inpatients satisfaction in public hospitals: a systematic review

Abdollah Salehi, Ali Jannati, Shirin Nosratnjad , Lavin Heydari

Abdollah Salehi
West Azarbaijan Province office, Iran Health Insurance Organization, Orumieh, Iran

Ali Jannati
Iranian Center of Excellence in Health Management, School of Management and Medical Informatics, Tabriz University of Medical Sciences, Tabriz, Iran

Shirin Nosratnjad
Iranian Center of Excellence in Health Management, School of Management and Medical Informatics, Tabriz University of Medical Sciences, Tabriz, Iran Tabriz Health Services Management Research Center, Department of Health Services Management, School of Management and Medical Informatics, Tabriz University of Medical Sciences, Tabriz, Iran. Email: sh_nostarnjad@yahoo.com

Lavin Heydari
B.sc of midwife, Divandare health network, Divandare, Iran
Online First: April 15, 2018 | Cite this Article
Salehi, A., Jannati, A., Nosratnjad, S., Heydari, L. 2018. Factors influencing the inpatients satisfaction in public hospitals: a systematic review. Bali Medical Journal 7(1): 17-26. DOI:10.15562/bmj.v7i1.533


Objective: The aim of the current study is designing a model for patient satisfaction and defining priority factors that impact patient satisfaction of healthcare services. Method: The preliminary literature search was undertaken in December 2014. A subsequent search was carried out in October 2015, which covered a majority of databases including PubMed, Scopus, ProQuest, and Magiran. Studies related to inpatients in hospitals included and related to specific area were excluded. No time bound was applied.   Two of the authors independently appraised the quality of studies and subsequently, the grouping of the variables was done using MAXqda 12 software and the analysis was done through vote – counting method. Result: Out of 1315 articles, 85 articles were chosen for final consideration. Most of which have been carried out in developed countries. The main factors affecting consumer satisfaction in hospitals were grouped into two categories. 1- Patient attribute factors: that involved expectations, health status, demographic and socio-economic. 2- Health system factors: that involved service quality, hospital features, staff satisfaction and insurance. Conclusion: In this study the risk of bias for each study not researched. It has been contended that the construct of consumer satisfaction is a multidimensional and subjective one. The finding of the current study suggests that all these variables be considered when evaluating patient satisfaction. The evaluation process should be performed cautiously as service providers have little direct influence over patient attribute factors. 

References

Hague P, Hague N. Customer Satisfaction Surveys & Research: How to Measure CSAT. Available from: https://www.b2binternational.com/publications/customer-satisfaction-survey/.

Junewicz A, Youngner SJ. Patient-Satisfaction Surveys on a Scale of 0 to 10: Improving Health Care, or Leading It Astray? The Hastings Center Report. 2015;45(3):43.

Donabedian A. Evaluating the quality of medical care. The Milbank Memorial Fund quarterly. 1966;44(3):Suppl:166-206.

Woodside A, Frey L, Daly R. Linking service quality, customer satisfaction and behavioral intention. Journal of Health Care Marketing. 1989;9(4):5-17.

Ware JE, Jr., Davies AR. Behavioral consequences of consumer dissatisfaction with medical care. Evaluation and program planning. 1983;6(3-4):291-7.

Baker TL, Taylor SA. Patient satisfaction and service quality in the formation of customers' future purchase intentions in competitive health service settings. Health marketing quarterly. 1997;15(1):1-15.

John J. Patient satisfaction: the impact of past experience. Marketing Health Services. 1992;12(3):56.

Schmidt LA. Development and testing of a measure of patient satisfaction with nursing care. 2001.

Von Elm E. The strengthening the reporting of observational studies in Epidemiology (STROBE) statement: Guidelines for reporting observational studies. Annals of Internal Medicine. 2007;147(8):573.

Critical Appraisal Skills Programme (CASP) Qualitative Research Checklist 31.05.13 oxford2014. Available from: http://www.casp-uk.net/.

Critical Appraisal Skills Programme (CASP) Systematic Review checklist_14.10.10. 2014.

Crow R, Gage H, Hampson S, Hart J, Kimber A, Storey L, et al. The measurement of satisfaction with healthcare: implications for practice from a systematic review of the literature: Core Research; 2002.

Hedges LV, Olkin I. Vote-counting methods in research synthesis. Psychological Bulletin. 1980;88(2):359.

aazamyeh A, Akbarzada K. Patient satisfaction with services provided in a hospital in Ilam. Journal of Ilam University of Medical Sciences. 2004;12(44,45):10-6[persian].

Abasinejad M, Jaafaryan A, Asghari f, Pasrsapoor A, Zafrqandi mr. The effect of the data sheets on the knowledge and satisfaction of patients: a randomized clinical trial. Iranian journal of Medical Ethics and History of Medicine. 2011;4(5):49-57[persian].

Ahmadi B, Ziwdar M, Rafiei S. Patients' satisfaction in first rank Hospitals of Tehran University of Medical Sciences: A cross-sectional study in 2009. PAYAVARD SALAMAT Journal. 2010;4(1, 2):44-53[persian].

Akbari F, Hosseini M, Aarab M, choozookli N. Factors affecting the satisfaction of patients admitted to hospitals in Tehran University of Medical Sciences. Journal of School of Public Health and Institute of Public Health Research. 2006;4(3):25-35[persian].

Arefi M, Talaei N. The level of patient satisfaction in Baharloo hospital; 2008. Journal of Payavard Salamat. 2010;4(1, 2):97-103[persian].

Haji Fathali A, Jaafari H, Markazi Moghadam N, Eyni E, Koohyar E, Haji Karam E. Evaluation based on patient satisfaction indices in patients discharged Medical Teaching Center, Taleghani Hospital in 2006. Pejouhandeh Journal. 2007;12(6):541-66[persian].

Hojat M, Charkhandaz M, Javadpour S, Imanian M. Patients' satisfaction as a moral indicator in hospitals: a longitudinal study. Journal of Education and Ethics in Nursing. 2013;2(1):1-6[persian].

Hojjat M, Mohebi J, Nazari V, charkhandaz M. Staff and patient satisfaction as an indicator of quality of service. Iranian Journal of Nursing Research (IJNR) 2010;23(65):73-82[persian].

Hosseinian M, Shahshahani M, Adib-Hajbagheri M. Mothers' satisfaction of hospital care in the pediatric ward of Kashan Shahid Beheshti hospital during 2010-11. Journal of Kashan University of Medical Sciences. 2011;15(2):153-60[persian].

Jalali A, Dinmohammadi Mr, Goodarzi A, Ezzati E, Mahboubi M. The satisfaction status of hospitalized patients and their families according to observing of patients' rights in educational hospitals of Kermanshah, 2012. Journal of clinical research in paramedical sciences. 2013;2(2):90-8[persian].

Jolaei S, Giuri A, Taavoni S, Bohrani N, Rezapoor N. Patient satisfaction with nursing care in teaching hospitals in selected cities of the country. Iranian Journal of Nursing Research (IJNR) 2007;2(6, 7):37-44[persian].

Jolaei S, haji babaei F, Jaafar balal E, Bohrani N. Evaluation of patients' satisfaction with nursing care provided in teaching hospitals. Journal of hayat. 2011;17(1):35-44[persian].

Massoud SA, Taghizadeh M, Atharizadeh M. Evaluation of patient satisfaction discharged from medical services in Kashan shahid beheshti hospital; Winter 1998. Journal of Teb va Tazkiyeh. 2003;48(1):22-6[persian].

Mohammad Pour A, Eghbali M, Tolide-ie H, Alizade Y. The patient's satisfaction and understanding from received trainings in Hospitals of Gonabad University of Medical Sciences. Iranian Journal of Nursing Research (IJNR). 2014;8(4):19-28[persian].

Mortazavi Y, Khalilpour A, Rabiee O, Rohi Z, Ghomi S. Patient Satisfaction from Pre and Postoperative Nursing Care in Hospitals Affiliated to Babol University of Medical Sciences. Preventive Care in Nursing and Midwifery Journal (PCNM). 2013;3(1):38-45[persian].

Najafi-Dolatabadi S, ahmadi-Jahanabad F, Malekzadeh J, Mohebi-Nobandegani Z. Patient satisfaction before and after implementation of paying per case for employees. Iran Journal of Nursing (IJN). 2011;23(68):39-46[persian].

Nasirpour AA, Mehrabian F, Taghi zadeh H. The relationship between justice and satisfaction in the hospitals of Shahid Beheshti University of Medical Sciences. journal of guilan university of medical sciences. 2008;17(67):88-93[persian].

Nazari R, Baba azlipoor F, SHarifnia SH, Amini J, Akbari S. Comparative study of the satisfaction level of medical-nursing and public services in Amol hospitals. Bimonthly Journal of Urmia Nursing And Midwifery Faculty 2011;9(3):188-95[persian].

Nemati F, Mohammadnejad E, Tabatabaei A, Ehsani S, Sajjadi A, Hajiesmaeilpoor A. Satisfaction rate of hospitalized patients in teaching hospitals with presented services. Quarterly Journal of Medical Ethics 2014;7(28):29-50[persian].

Parvin N, Aalavi A, Hasanpoor A, Alidoost E. Rate of patient satisfaction with nursing care in Shahrekord university hospitals; 2005. Journal of Research Development in Nursing & Midwifery. 2007;4(1):21-6[persian].

Rad M, SHirzadeh E, KHodavandegar N, Maghsoodi MH, Pooragha B. Client satisfaction of Imam Reza hospital in Urmia: improving service and productivity. HOMA-ye-SALAMAT Cooperative Company in Heath Sector. 2009;30:11-7[persian].

Rajabi PoorMeybodi A, Farid D, Rajabi PoorMeybodi T. Evaluate patients' satisfaction with the quality of health care based on clinical quality measures. Bimonthly Journal of Urmia Nursing And Midwifery Faculty 2009;7(4):224-32[persian].

Saif Rabie MA, Shhydzadh Mahani A. Patient satisfaction in hamadan university hospitals and factors affecting it. Journal of the Iranian Institute for Health Sciences Research. 2006;5(4):271-9[persian].

Salami S, Smooaai R. Patients' satisfaction of services provided by university hospitals in Isfahan. Journal of health information management. 2011;8(8):1097-103[persian].

Salehian T, Safdari Dah Cheshmeh F, Pirak A. Patients’ Satisfaction from Medical and Nursing Services in Khatam Alanbia Hospital in Iranshahr, 2010. Journal of Research Development in Nursing & Midwifery. 2011;7(2):33-41[persian].

Seidi M, Heydari A, Reis-Karami S-R. Rate of patient satisfaction in medical and surgical wards with nursing staff and medical services. Iranian Journal of Nursing Research (IJNR). 2004;17(40):56-62[persian].

Sheikh Taheri A, Farzandi poor M, sodooqi F. Satisfaction with admission referred to teaching hospitals affiliated to Kashan University of Medical Sciences; 2006. jouranal of health administration. 2006;10(29):15-24[persian].

Shojaee P, Sadeghi T, Karimi T, Mokhtari P. Evaluate the relationship between spirituality and spirituality at work with patient satisfaction and hospital staff. journal of the Iranian Institute for Health Sciences Research (IHSR). 2012;11(4):451-8[persian].

Vskooei Ashkoori K, Karimi M, Asna Ashari H, Kohan N. Evaluation of patients' rights in hospitals affiliated to Tehran University of Medical Sciences in 2008. Medical Ethics and History Of Medicine. 2009;2(4):47-53[persian].

Abro Z, Jalbani AA. HEALTH CARE FACILITIES AND PATIENTS SATISFACTION: A CASE STUDY OF CIVIL HOSPITAL KARACHI. Interdisciplinary Journal of Contemporary Research In Business. 2012;4(1):781-99.

Adhikari B, Sharma J. Assessment of Patient Satisfaction on the Information Provided by Nurses During Hospitalization. SSRN Working Paper Series. Rochester: Social Science Research Network; 2014.

Andeleeb SS. Religious affiliations and consumer behavior: An examination of hospitals. Journal of Health Care Marketing. 1993;13(4):42.

Awad FM. A Case Analysis of Patient Satisfaction Surveys in Saudi Arabia [3639722]. Ann Arbor: Walden University; 2014.

Bacon CT, Mark B. Organizational effects on patient satisfaction in hospital medical-surgical units. The Journal of nursing administration. 2009;39(5):220-7.

Beech BM. Patient satisfaction and nursing staff work satisfaction in an urban public teaching hospital [9610025]. Ann Arbor: The University of Texas Health Sciences Center at Houston School of Public Health; 1995.

Fulton BR, Drevs KE, Ayala LJ, Malott DL. Patient Satisfaction With Hospitalists: Facility-Level Analyses. American Journal of Medical Quality. 2011;26(2):95-102.

Gonzalez-Valentin A, Padin-Lopez S, Enrique de R-G. Patient satisfaction with nursing care in a regional university hospital in Southern Spain. Journal of Nursing Care Quality. 2005;20(1):63-72.

Imam AM. Testing the relationship between staff satisfaction and patient satisfaction in the Palestinian health care services as a way of exploring the management culture. (BL: DXN058268) [U166411]. Ann Arbor: De Montfort University (United Kingdom); 2002.

Khumyu A. Nurse staffing, nurses' job satisfaction, and patient satisfaction with nursing care in public hospitals in Thailand [3053270]. Ann Arbor: The University of Alabama at Birmingham; 2002.

Koné Péfoyo AJ, Wodchis WP. Organizational performance impacting patient satisfaction in Ontario hospitals: a multilevel analysis. BMC Research Notes. 2013;6:509.

Morley AT. A descriptive study of organization culture on patient satisfaction in a multi-hospital health maintenance organization [9953442]. Ann Arbor: Pepperdine University; 1999.

Otani K, Kurz RS, Barney SM. The Impact of Nursing Care and Other Healthcare Attributes on Hospitalized Patient Satisfaction and Behavioral Intentions. Journal of Healthcare Management. 2004;49(3):181-96; discussion 96-7.

Puay Cheng L, Nelson KHT. A study of patients' expectations and satisfaction in Singapore hospitals. International Journal of Health Care Quality Assurance. 2000;13(7):290-9.

Rahmqvist M. Patient satisfaction in relation to age, health status and other background factors: a model for comparisons of care units. International Journal for Quality in Health Care. 2001;13(5):385.

Reck DLH. Patients' expectations and satisfaction with nursing care, and their nurses' awareness of their expectations [3436184]. Ann Arbor: The Pennsylvania State University; 2010.

Schoenfelder T, Klewer J, Kugler J. Determinants of patient satisfaction: a study among 39 hospitals in an in-patient setting in Germany. International Journal for Quality in Health Care. 2011;23(5):503-9.

Senarath U, Gunawardena NS, Benedict S, Senanayake A, Lekamge S, Seneviratna A, et al. Patient satisfaction with nursing care and related hospital services at the National Hospital of Sri Lanka. Leadership in Health Services. 2013;26(1):63-77.

Adamson K, Bains J, Pantea L, Tyrhwitt J, Tolomiczenko G, Mitchell T. Understanding the patients' perspective of emotional support to significantly improve overall patient satisfaction. Healthcare Quarterly. 2012;15(4):63-9.

Ahmed T, Assefa N, Demisie A, Kenay A. Levels of adult patients' satisfaction with nursing care in selected public hospitals in ethiopia. International journal of health sciences. 2014;8(4):371-9.

Alshehri AA, Alomar YM, Mohammed GA, Al-Fozan MS, Al-Harbi MS, Alrobai KA, et al. A survey on postanesthetic patient satisfaction in a university hospital. Saudi J Anaesth. 2015;9(3):303-5.

Andaleeb SS. Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Social science & medicine (1982). 2001;52(9):1359-70.

Bozimowski G. Patient perceptions of pain management therapy: a comparison of real-time assessment of patient education and satisfaction and registered nurse perceptions. Pain management nursing : official journal of the American Society of Pain Management Nurses. 2012;13(4):186-93.

Carlson J, Youngblood R, Dalton JA, Blau W, Lindley C. Is patient satisfaction a legitimate outcome of pain management? Journal of pain and symptom management. 2003;25(3):264-75.

Duclay E, Hardouin JB, Sebille V, Anthoine E, Moret L. Exploring the impact of staff absenteeism on patient satisfaction using routine databases in a university hospital. Journal of nursing management. 2015;23(7):833-41.

Gebremedhn EG, Chekol WB, Amberbir WD, Flatie TD. Patient satisfaction with anaesthesia services and associated factors at the University of Gondar Hospital, 2013: a cross-sectional study. BMC Res Notes. 2015;8:377.

Gok MS, Sezen B. Analyzing the ambiguous relationship between efficiency, quality and patient satisfaction in healthcare services: the case of public hospitals in Turkey. Health policy (Amsterdam, Netherlands). 2013;111(3):290-300.

Hall MC, Elliott KM, Stiles GW. Hospital patient satisfaction: correlates, dimensionality, and determinants. Journal of hospital marketing. 1993;7(2):77-90.

Hordacre AL, Taylor A, Pirone C, Adams RJ. Assessing patient satisfaction: implications for South Australian public hospitals. Australian health review : a publication of the Australian Hospital Association. 2005;29(4):439-46.

Jenkinson C, Coulter A, Bruster S, Richards N, Chandola T. Patients' experiences and satisfaction with health care: results of a questionnaire study of specific aspects of care. Quality & safety in health care. 2002;11(4):335-9.

Kasalova H, Farmer RG, Roithova Z, Marx D. Development of patient satisfaction surveys in the Czech Republic: a new approach to an old theme. International journal for quality in health care : journal of the International Society for Quality in Health Care / ISQua. 1994;6(4):383-8.

Ladhari R, Rigaux-Bricmont B. Determinants of patient satisfaction with public hospital services. Health marketing quarterly. 2013;30(4):299-318.

Li M, Huang C, Lu X, Chen S, Zhao P, Lu H. Evaluation of medical staff and patient satisfaction of Chinese hospitals and measures for improvement. Bioscience trends. 2015;9(3):182-9.

McFarland DC, Ornstein KA, Holcombe RF. Demographic factors and hospital size predict patient satisfaction variance--implications for hospital value-based purchasing. Journal of hospital medicine : an official publication of the Society of Hospital Medicine. 2015;10(8):503-9.

Miseviciene I, Milasauskiene Z. Changes of patients' satisfaction with the health care services in Lithuanian Health Promoting Hospitals network. Medicina (Kaunas, Lithuania). 2003;39(6):604-9.

Mohamed B, Azizan NA. Perceived service quality's effect on patient satisfaction and behavioural compliance. Int J Health Care Qual Assur. 2015;28(3):300-14.

Moret L, Nguyen JM, Volteau C, Falissard B, Lombrail P, Gasquet I. Evidence of a non-linear influence of patient age on satisfaction with hospital care. International journal for quality in health care : journal of the International Society for Quality in Health Care / ISQua. 2007;19(6):382-9.

Murakami G, Imanaka Y, Kobuse H, Lee J, Goto E. Patient perceived priorities between technical skills and interpersonal skills: their influence on correlates of patient satisfaction. Journal of evaluation in clinical practice. 2010;16(3):560-8.

Sherwood G, Adams-McNeill J, Starck PL, Nieto B, Thompson CJ. Qualitative assessment of hospitalized patients' satisfaction with pain management. Res Nurs Health. 2000;23(6):486-95.

Swan JE, Sawyer JC, Van Matre JG, McGee GW. Deepening the understanding of hospital patient satisfaction: fulfillment and equity effects. J Health Care Mark. 1985;5(3):7-18.

Tevis SE, Kennedy GD. Patient satisfaction: does surgical volume matter? The Journal of surgical research. 2015;196(1):124-9.

Bourdillon F, Tézenas du Montcel S, Collin E, Coutaux A, Lébeaupin E, Cesselin F, et al. Determinants of patient satisfaction regarding pain care. Revue d'epidemiologie et de sante publique. 2012;60(6):455-62.

Chahal H, Mehta S. Modeling patient satisfaction construct in the Indian health care context. International Journal of Pharmaceutical and Healthcare Marketing. 2013;7(1):75-92.

Hardy GE, West MA, Hill F. Components and predictors of patient satisfaction. British Journal of Health Psychology. 1996;1(1):65-85.

Hatice Ozkoc H, Vedat Pazarlioglu M. Patient satisfaction of in-patients treated in a university hospital in Turkey. Scientific Research and Essays. 2011;6(26):5555-62.

Jin S, Qian S, Zhu H. Identifying key factors of patient satisfaction based on SERVQUAL and DEMATEL. Journal of Theoretical and Applied Information Technology. 2013;48(2):973-8.

Koç Z, Saǧlam Z, Şenol M. Patient satisfaction with the nursing care in Hospital. Turkiye Klinikleri Journal of Medical Sciences. 2011;31(3):629-40.

MacLeod L. Three Keys to Patient Satisfaction: Nursing, Nursing, and Nursing. Nurse Leader. 2012;10(5):40-2.

Merkouris A, Andreadou A, Athini E, Hatzimbalasi M, Rovithis M, Papastavrou E. Assessment of patient satisfaction in public hospitals in Cyprus: A descriptive study. Health Science Journal. 2013;7(1):28-40.

Murti A, Deshpande A, Srivastava N. Service quality, customer (patient) satisfaction and behavioural intention in health care services: Exploring the Indian perspective. Journal of Health Management. 2013;15(1):29-44.

Oliaee N, Emami K, Kalhor M. The effects of teaching communication skills to nurses on patients' satisfaction, running title: Patients' satisfaction and nurses' communication skills. Adv Environ Biol. 2014;8(9 SPEC. ISSUE 4):801-4.

Woldeyohanes TR, Woldehaimanot TE, Kerie MW, Mengistie MA, Yesuf EA. Perceived patient satisfaction with in-patient services at Jimma University Specialized Hospital, Southwest Ethiopia Public Health. BMC Research Notes. 2015;8(1).

Yildiz Z, Erdoǧmuş S. Measuring patient satisfaction of the quality of health care: A study of hospitals in Turkey. Journal of Medical Systems. 2004;28(6):581-9.

Carmel S. Satisfaction with hospitalization: a comparative analysis of three types of services. Social science & medicine. 1985;21(11):1243-9.

Cleary PD, Edgman-Levitan S, McMullen W, Delbanco TL. The relationship between reported problems and patient summary evaluations of hospital care. QRB Quality review bulletin. 1992;18(2):53-9.

Covinsky KE, Rosenthal GE, Chren MM, Justice AC, Fortinsky RH, Palmer RM, et al. The relation between health status changes and patient satisfaction in older hospitalized medical patients. J Gen Intern Med. 1998;13(4):223-9.

Gotlieb JB, Grewal D, Brown SW. Consumer satisfaction and perceived quality: complementary or divergent constructs? Journal of applied psychology. 1994;79(6):875.

Walker AH, Restuccia JD. Obtaining information on patient satisfaction with hospital care: mail versus telephone. Health services research. 1984;19(3):291.

Woodside AG, Frey LL, Daly RT. Linking service quality, customer satisfaction, and behavioral intention. Journal of health care marketing. 1990(9):5-17.

MDG. Advertising and Marketing Blog Agency and Creative Media Agency in Boca Raton, FL and New York, NY: MDG Advertising; 2015 [cited 2016]. Available from: http://www.mdgadvertising.com/blog/8-healthcare-marketing-trends-prescribed-for-2015/.

Niakan lahiji N. Factors affecting customer satisfaction in life insurance. New World Insurance. 2012;174(9):4-18[persian].

Ren XS, Kazis L, Lee A, Rogers W, Pendergrass S. Health status and satisfaction with health care: a longitudinal study among patients served by the Veterans Health Administration. American Journal of Medical Quality. 2001;16(5):166-73.

Hargraves JL, Wilson IB, Zaslavsky A, James C, Walker JD, Rogers G, et al. Adjusting for patient characteristics when analyzing reports from patients about hospital care. Med Care. 2001;39(6):635-41.

Jaipaul CK, Rosenthal GE. Are older patients more satisfied with hospital care than younger patients? J Gen Intern Med. 2003;18(1):23-30.

Quintana JM, González N, Bilbao A, Aizpuru F, Escobar A, Esteban C, et al. Predictors of patient satisfaction with hospital health care. BMC health services research. 2006;6(1):1.

Levinton C, Veillard J, Slutsky A, Brown A. The importance of place of residence in patient satisfaction. International journal for quality in health care : journal of the International Society for Quality in Health Care / ISQua. 2011;23(5):495-502.

Brooks-Carthon JM, Kutney-Lee A, Sloane DM, Cimiotti JP, Aiken LH. Quality of Care and Patient Satisfaction in Hospitals With High Concentrations of Black Patients. Journal of Nursing Scholarship. 2011;43(3):301-10.

Chang C-S, Chen S-Y, Lan Y-T. Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. BMC health services research. 2013;13(1):1.

Nguyen Thi PL, Briancon S, Empereur F, Guillemin F. Factors determining inpatient satisfaction with care. Social science & medicine (1982). 2002;54(4):493-504.

Pink GH, Murray MA, McKillop I. Hospital efficiency and patient satisfaction. Health Serv Manage Res. 2003;16(1):24-38.

Danesh kohan A, Alipour M, Ahmadi N, Sajjadi F, Sari M. Job Satisfaction Among Employees of Azna District Health Network, 2009. Journal of Rafsanjan University of Medical Sciences. 2013;12(7):505-18.

aghayar s. Employee satisfaction namely customer satisfaction: Monthly tadbir. Available from: http://vista.ir/article/224968/%D8%B1%D8%B6%D8%A7%DB%8C%D8%AA-%DA%A9%D8%A7%D8%B1%DA%A9%D9%86%D8%A7%D9%86-%DB%8C%D8%B9%D9%86%DB%8C-%D8%B1%D8%B6%D8%A7%DB%8C%D8%AA-%D9%85%D8%B4%D8%AA%D8%B1%DB%8C.

Data WLCiP. The World health report 2000 : health systems : improving performance. Geneva 27, Switzerland: who, 2000.


No Supplementary Material available for this article.
Article Views      : 0
PDF Downloads : 0