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In- and Out-patient satisfaction assessment: the case of a greek General Hospital


  • Xesfingi, Sofia
  • Karamanis, Dimitrios


Aim: The purpose of this research is to investigate in- and out-patients' satisfaction as revealed by their intention to recommend the Konstantopouleio General Hospital of Athens to friends and family. Material/Methodology/Approach: The final sample of the study consisted of 745 inpatients and 420 outpatients from a survey performed from June 2011 till October 2012. An ordered logit approach was used allowing the analysis of the satisfaction's response categories. Results: Findings demonstrate that the attention provided by medical and nursery stuff along with the hospital environment, are positively correlated with patients’ satisfaction for both groups of in- and out-patients. Among the demographic factors, the positive age effect is present in both groups, while the perceived health status plays a positive and significant role in shaping in-patient satisfaction, and education and insurance associate with out-patient satisfaction. Conclusions: Our study confirms the important role of all measures with respect to hospital performance. In general, hospitals and healthcare systems that invest in citizens’ evaluation evolvement programmes, will acquire valuable information to perform important transformational changes in healthcare services.

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  • Xesfingi, Sofia & Karamanis, Dimitrios, 2015. "In- and Out-patient satisfaction assessment: the case of a greek General Hospital," MPRA Paper 66672, University Library of Munich, Germany.
  • Handle: RePEc:pra:mprapa:66672

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    References listed on IDEAS

    1. Choi, Kui-Son & Cho, Woo-Hyun & Lee, Sunhee & Lee, Hanjoon & Kim, Chankon, 2004. "The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study," Journal of Business Research, Elsevier, vol. 57(8), pages 913-921, August.
    2. Epstein, Ronald M. & Franks, Peter & Fiscella, Kevin & Shields, Cleveland G. & Meldrum, Sean C. & Kravitz, Richard L. & Duberstein, Paul R., 2005. "Measuring patient-centered communication in Patient-Physician consultations: Theoretical and practical issues," Social Science & Medicine, Elsevier, vol. 61(7), pages 1516-1528, October.
    3. van Ryn, Michelle & Burke, Jane, 2000. "The effect of patient race and socio-economic status on physicians' perceptions of patients," Social Science & Medicine, Elsevier, vol. 50(6), pages 813-828, March.
    4. Sitzia, John & Wood, Neil, 1997. "Patient satisfaction: A review of issues and concepts," Social Science & Medicine, Elsevier, vol. 45(12), pages 1829-1843, December.
    5. Street Jr., Richard L. & Gordon, Howard & Haidet, Paul, 2007. "Physicians' communication and perceptions of patients: Is it how they look, how they talk, or is it just the doctor?," Social Science & Medicine, Elsevier, vol. 65(3), pages 586-598, August.
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    More about this item


    healthcare; health system performance; in- and out-patient satisfaction; Greece; ordered logit.;

    JEL classification:

    • I10 - Health, Education, and Welfare - - Health - - - General
    • I18 - Health, Education, and Welfare - - Health - - - Government Policy; Regulation; Public Health
    • I19 - Health, Education, and Welfare - - Health - - - Other
    • I38 - Health, Education, and Welfare - - Welfare, Well-Being, and Poverty - - - Government Programs; Provision and Effects of Welfare Programs

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