A research of service quality perceptions and patient satisfaction: Case study of public hospitals in Romania

Florin Radu, Valentin Radu, Mirela Cătălina Turkeș, Oana Raluca Ivan and Alina Iuliana Tăbîrcă

International Journal of Health Planning and Management, 2022, vol. 37, issue 2, 1018-1048

Abstract: The quality of medical services provided by public hospitals has become a crucial principle in health. Awareness and satisfaction of patients are increasing in pace with technological processes and therapeutic procedures. Therefore, Romania's public hospitals must provide quality to patients and assure medical staff's efficiency and professionalism, a high level of satisfaction, and patient safety. This paper aimed to evaluate patient satisfaction measures used in Romania's Healthcare System. Between January and February 2019, an exploratory study was conducted. Data were collected through face‐to‐face interviews based on a questionnaire only with patients who used the health system last year. The results showed that only 39.71% of Romanians are satisfied with the quality of medical services, which means that 61.29% of respondents are disappointed by the health system. Because it is free of charge, the public sector is the only option available for a wide range of patients. The study's results may be an essential basis in developing and successfully improving marketing research on the quality of medical services provided through public hospitals especially considering that Romania must improve the health care system perception. Findings suggest that traditional patient satisfaction measures fail, and new ways must be taken into consideration.

Date: 2022
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