Abstract
Patient satisfaction is an attitude of person's general orientation towards a total experience of health care. Satisfaction comprises both cognitive and emotional facets and relates to previous experiences, expectations and social networks. It is a positive evaluation of distinct dimensions of health care.
A cross sectional study was conducted at Nablus hospitals (governmental and non-governmental), from January to March, 2008, to measure patients' satisfaction with services provided at Nablus hospitals, and to determine factors affecting patients' satisfaction including room services, technical quality and interpersonal skills of health care providers, accessibility and availability of services.
A total of 365 adult inpatients chosen randomly by a stratified random sampling were interviewed using a comprehensive questionnaire to rate the level of satisfaction of services received by 5- point Likert Scale. The questionnaire was filled by direct face to face interview and the data were analyzed using SPSS program.
The patients in non-governmental hospitals were more satisfied than patients in governmental hospitals. About 70.2% of respondents rated their general satisfaction with governmental hospitals as good to very good. While in non-governmental hospitals, more than 90 % rated it as good to very good.
The results indicated that older patients were more satisfied than the younger ones, females were found more satisfied than males. In addition to this, patients with high income were more satisfied than others with low income. Also healthier patients were more satisfied than sicker patients. However, patients who were waiting long time (more than one hour) in the reception area, to get a bed in the hospital, were less satisfied than the others, while obstetric patients were found to be the most satisfied.
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