FoUR wAYS to contRibUte to pAtient SAtiSFAction in hoSpitAl: bASic, plUS, KeY And SecondARY eleMentS

Abstract

The objective of this study is to better understand the construction of satisfaction of hospitalized patients in private clinics. It wants to show and verify that elements of a hospital stay contribute to overall patient satisfaction following four ways. It is based on the Tetraclass model from Llosa [1] widely used in other types of services. Along with the attention and the information given to the patient and his family which stay determinant and a priority, the study highlights the special role played by hotel criteria and particularly catering as a differentiating element. This pragmatic analysis enables leaders to better use the information contained in satisfaction surveys and to prioritize actions to improve satisfaction.