ANNUAL REPORT ON THE EVALUATION OF PATIENT SATISFACTION AT A PNEUMOPHTHISIOLOGY HOSPITAL
Abstract:
Patients realize how care was provided, but it is difficult for them to know when
expectations were reasonable or when unwanted outcomes were caused by inadequate care or special
circumstances. Research in the field shows that satisfaction is related to the perception of technical
skills, intelligence and qualification of medical staff, but, in general, the perception of interpersonal
communication skills of medical staff is more important. A number of studies have shown that patients
tend to be more satisfied with the care provided if the behaviour of the service provider (doctor, nurse,
etc.) “conforms” their expectations. Communication skills, empathy, the care offered, attention to
personal issues influences how a patient will evaluate the care received.(1,2,3)
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