Patient Satisfaction with Healthcare - A Focus Group Exploratory Study

Abstract

Patient satisfaction has been increasingly recognized as an important aspect in healthcare especially in the last decades when system reforms, increased competition for patients or an increased attention given to the quality of care have attracted more attention to patients’ needs and expectations. At the same time patient satisfaction is closely associated with various benefits such as greater patient involvement and compliance, increased staff morale, positive word of mouth or a decrease in patients’ litigation intent. The subject is also a very challenging one due to the particular nature of healthcare as a highly complex professional service. This often makes it difficult for scholars and professionals in the field to agree on a common definition or a common set of measures and determinants for patient satisfaction. The article takes on this challenge and aims to explore patients’ perspectives on aspects affecting their satisfaction with healthcare through four focus groups conducted on patients admitted to two teaching medical facilities in Cluj-Napoca, Romania. Patient views are explored using focus groups as they provide the opportunity of eliciting rich quality data through spontaneous interactions. This also permits the uncovering of unanticipated issues that surveys may fail to identify. Results are obtained through qualitative analysis. Participants highly value positive interactions with the medical staff, expect a correct diagnosis and treatment and appear to be less influenced by administrative procedures or accommodation facilities. Most patients seem highly aware of the funding limitations pressuring the Romanian healthcare system. This awareness tends to make them limit their expectations to the point where they are satisfied with simply receiving treatment.