Analysing patient satisfaction in a medium-sized private healthcare provider
Abstract
The purpose of this study was to analyse patient satisfaction in private healthcare in
South Africa. The healthcare structure in South Africa consists of public and private
healthcare. Public health care is made available by the government and is therefore
available to 80% of the South African population. The governance and challenges that
the public healthcare sector is facing were also reviewed just get a broad
understanding of the healthcare sector. Private healthcare sector was also reviewed
in general and the challenges that the private healthcare is facing were also reviewed
to get a broad understanding. An empirical investigation was carried out in a medium
sized private healthcare provider. The investigation was based on the private
healthcare service that the healthcare provider renders. The investigation was aimed
at identifying the gaps between the healthcare service provided and what the patients
expect as satisfactory service.
The investigation was aimed at identifying the gaps between the healthcare service
provided and what the patients expect as satisfactory service. The objectives were
divided into primary and secondary objectives.
The gaps/findings were identified between the healthcare service provided and what
the patients expect. The identified findings were grouped by the empirical investigation
constructs, namely: admissions, nursing care, doctor communication, theatre
procedure and overall impression about the facilities and the service.
The study will help the management of the hospital to focus resources on the identified
gaps. Working on the identified gaps will be noted through positive returns on hospital
investments, reduction in a number of patient complaints, increased occupancies in
the hospital. Continuous improvement on hospital service and securing the hospital
market share. Patient satisfaction must be continuously reviewed to keep hospital
patients content with the healthcare service.