Patient satisfaction with inpatient services at the national referral hospital of Belize

Background - The Ministry of Health in Belize has implemented several policies and service level agreements to improve patient satisfaction country wide. Although these initiatives rely on results to appropriately measure patients’ satisfaction with the quality of care, the extent to which a patient’s experience explains his or her satisfaction with the health-care system remains unclear.

Objectives - Despite what may appear to be the general consensus on health care services provided nationally, some health care experiences may very well be more influential than others to the patient in forming their overall satisfaction level. The objective of this study is to ascertain the effects that specific variables have on patients’ overall evaluation of hospital care and their intention to recommend the hospital.

Methods - The HCAHPS Survey was self-administered at the national referral hospital of Belize to inpatients. Simple and multiple step-wise linear regression models were used to identify the predictor factors of patient satisfaction using, separately, the two dependent variables: “Overall evaluation of hospital care” and the “Intention to recommend the hospital”, controlling for age, gender, ethnicity, education and perceived health.

Results - It was found that patient’s highest priority was communication with nurses and doctors encompassing courtesy and respect, taking the time to explain things, and listening to the patients carefully.

Discussion - From the patient’s perspective, the quality of care must include not only the quality of medical care provided but also the quality of caring associated with it. Health-care managers and other decision makers may need to remind their nurses and staff members that patients are experiencing an intensely critical and emotional moment, and thus, they need to provide patient-centered care