Patients’ Satisfaction and Its Determinants in Outpatient and Inpatient Departments of Tertiary Hospitals in Ghana: A Literature Review

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DOI: 10.21522/TIJMG.2015.SE.19.01.Art015

Authors : Jones Akuamoah Boateng


Healthcare 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 non-clinical factors.

Keywords: Satisfaction, Determinants, Inpatient, Outpatient, clinical, non-clinical.


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