Measuring patient satisfaction An empirical study in India

Purpose - The purpose of this study was to understand the different dimensions patients staying in a hospital perceived as important for satisfaction and how those dimensions affected their overall satisfaction levels. Design/methodology/approach - A scale comprising 21 items to measure patient experience in a hospital was developed based on literature review. After purification of the scale, a field survey was administered to patients who were discharged in the recent past from a public or a private hospital in the city. The data collected were analyzed using multivariate techniques. Findings - The data analysis highlighted four important dimensions of patient satisfaction. The four dimensions significantly and positively affected patient's overall satisfaction level. Research limitations/implications - This research study was conducted in one of the four major metropolitan cities of India. Nonetheless, the study provides valuable insights into the patient satisfaction dimensions in an Indian context and how those dimensions affected patient's overall satisfaction. Practical implications - Hospitals, in general, can use the study findings to measure and improve their operational performance. Originality/value - This study was not limited to one or few hospitals, but covered many hospitals in one of the four metropolitan cities of India. It provides a comprehensive picture of how many hospitals in the city fared in terms of satisfying their patients.