Patients’ Satisfaction and Its Determinants in Outpatient and Inpatient Departments of Tertiary Hospitals in Ghana: A Literature Review
systems and particularly tertiary hospitals are the centre of patient care delivery
and represent an organizational hub of the bigger healthcare provider network. One
of the most important objectives of any health system is patient satisfaction, yet
there is considerable difficulty in the measurement of satisfaction and gauge the
responsiveness of healthcare systems. Patient satisfaction is influenced not only
by clinical factors but also non-clinical factors and outcomes which are usually
ignored by healthcare providers and administrators in developing countries. Extensive
research revealed that, there have not been studies that have looked at how patient
satisfaction is influenced differentially by clinical factors (core services) and
non-clinical factors (health system) and outcomes in Ghana. Also, the objects of
the studies carried out in Ghana have been outpatients’ service experience and no
study has focused on adding inpatients’ service experience in measuring the level
of service quality delivered by tertiary hospitals. The purpose of this article
is to propose that both clinical factors and non-clinical factors influence the
satisfaction of patients who utilize the outpatient and inpatient departments of
tertiary hospitals in Ghana hence healthcare providers and administrators should
consider not only clinical factors as determinants of patient satisfaction but also
Determinants, Inpatient, Outpatient, clinical, non-clinical.
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