Correlates of Satisfaction among Hospitalized Patients in Kosovo

ORIGINAL ARTICLE
Haxhi Kamberi, Naim Jerliu, Genc Burazeri

 
International Journal of Biomedicine. 2023;13(1):156-160.
DOI: 10.21103/Article13(1)_OA23
Originally published March 3, 2023

Abstract: 

Background: The aim of our study was to assess selected sociodemographic correlates of satisfaction among hospitalized patients in Kosovo.
Methods and Results: A cross-sectional study was conducted in May-June 2022, including a representative sample of 508 hospitalized patients (58.1% women and 41.9% men) aged ≥18 years. A structured 19-item questionnaire about patient satisfaction with hospital services was used for data collection. Each item was measured on a Likert scale ranging from 1 (very satisfied) to 5 (very unsatisfied). A summary score was calculated for all 19 items related to the level of satisfaction among hospitalized patients ranging from 19 (highest level of satisfaction) to 95 (lowest level of satisfaction). Binary logistic regression was used to assess the association of the summary score of satisfaction (19-item instrument, dichotomized in the analysis into “satisfied” vs. “unsatisfied” based on the median value of the summary score) with sociodemographic factors, general health status, and duration of hospitalization.
In multivariable-adjusted logistic regression models controlling in a backward stepwise procedure for all sociodemographic factors, health status, and duration of hospitalization, patients’ unsatisfaction was significantly associated with urban residence (OR=1.52, 95%CI: 1.00-2.31), income level (OR[low vs. high income]=2.44, 95%CI: 1.18-5.06) and health status (OR[poor vs. good health]=7.95, 95%CI: 4.43-14.24.
Conclusion: Our findings indicate a significantly higher unsatisfaction level among urban and low-income patients. Healthcare providers and policymakers in Kosovo and other similar countries should be aware of the importance of continuous quality improvement of hospital services to increase, among other things, the satisfaction level of hospitalized patients.

Keywords: 
health professionals • hospitals • Kosovo • patient satisfaction
References: 
  1. Feleke AA, Demise YA, Garedew MG. Patient Satisfaction and Associated Factors on In-patient Nursing Service at Public Hospitals of Dawro zone, Southern Ethiopia. Int J Car Sci. 2020;13(2):1411-20.
  2. Molla M, Berhe A, Shumye A, Adama J. Assessment of adult patients satisfaction and associated factors with nursing care in Black Lion Hospital, Ethiopia; institutional based cross sectional study. International Journal of Nursing and Midwifery. 2014;6(4):49-57.
  3. Woldeyohanes TR, Woldehaimanot TE, Kerie MW, Mengistie MA, Yesuf EA. Perceived patient satisfaction with in-patient services at Jimma University Specialized Hospital, Southwest Ethiopia. BMC Res Notes. 2015 Jul 1;8:285. doi: 10.1186/s13104-015-1179-8. PMID: 26126658; PMCID: PMC4487793.
  4. Schoenfelder T, Klewer J, Kugler J. Determinants of patient satisfaction: a study among 39 hospitals in an in-patient setting in Germany. Int J Qual Health Care. 2011 Oct;23(5):503-9. doi: 10.1093/intqhc/mzr038. Epub 2011 Jun 29. PMID: 21715557.
  5. Manary MP, Boulding W, Staelin R, Glickman SW. The patient experience and health outcomes. N Engl J Med. 2013 Jan 17;368(3):201-3. doi: 10.1056/NEJMp1211775. Epub 2012 Dec 26. PMID: 23268647.
  6. Doyle C, Lennox L, Bell D. A systematic review of evidence on the links between patient experience and clinical safety and effectiveness. BMJ Open. 2013 Jan 3;3(1):e001570. doi: 10.1136/bmjopen-2012-001570. PMID: 23293244; PMCID: PMC3549241.
  7. Schmid Mast M, Hall JA, Roter DL. Disentangling physician sex and physician communication style: their effects on patient satisfaction in a virtual medical visit. Patient Educ Couns. 2007 Sep;68(1):16-22. doi: 10.1016/j.pec.2007.03.020. Epub 2007 May 4. PMID: 17482418.
  8. Schmid Mast M, Hall JA, Roter DL. Caring and dominance affect participants' perceptions and behaviors during a virtual medical visit. J Gen Intern Med. 2008 May;23(5):523-7. doi: 10.1007/s11606-008-0512-5. Epub 2008 Feb 8. PMID: 18259824; PMCID: PMC2324145.
  9. The World Bank. Life expectancy at birth in Kosovo. https://data.worldbank.org/indicator/SP.DYN.LE00.IN?locations=XK (accessed: 30 November, 2022).
  10. Agency of Statistics, Republic of Kosovo. Health statistics, 2020. Pristina, 2021. https://ask.rks-gov.net/media/6320/statistikat-e-shendetesise-2020.pdf (accessed: 30 November, 2022).
  11. Hoxha R, Kosevska E, Berisha M, Ramadani N, Jerliu N, Zhjeqi V, Gashi S. Predictive factors for patient satisfaction in public and private hospitals in Kosovo. SEEJPH. 2019;12(1). Doi: 10.4119/seejph-2362
  12. Wensing    M.    Europep    2006. Revised Europep instrument and user manual; 2006. https://www.yumpu.com/en/document/view/20032561/europep-2006-topas-europe (accessed:  30 November, 2022).
  13. Kamberi H, Tanushi V, Kadrija M, Kamberi S, Jerliu N. Level of satisfaction and socio-demographic correlates among users of primary health care services in Kosovo. SEEJPH. 2022. doi: 10.11576/seejph-5922.
  14. Quintana JM, González N, Bilbao A, Aizpuru F, Escobar A, Esteban C, San-Sebastián JA, de-la-Sierra E, Thompson A. Predictors of patient satisfaction with hospital health care. BMC Health Serv Res. 2006 Aug 16;6:102. doi: 10.1186/1472-6963-6-102. PMID: 16914046; PMCID: PMC1579213.
  15. Damnjanović V, Janičić R, Jovanović V. Factors affecting patient satisfaction in the health care sector in Serbia. Srp Arh Celok Lek. 2018;146(9-10):506-11.
  16. Hargraves JL, Wilson IB, Zaslavsky A, James C, Walker JD, Rogers G, Cleary PD. Adjusting for patient characteristics when analyzing reports from patients about hospital care. Med Care. 2001 Jun;39(6):635-41. doi: 10.1097/00005650-200106000-00011. PMID: 11404646.
  17. Jaipaul CK, Rosenthal GE. Are older patients more satisfied with hospital care than younger patients? J Gen Intern Med. 2003 Jan;18(1):23-30. doi: 10.1046/j.1525-1497.2003.20114.x. PMID: 12534760; PMCID: PMC1494807.
  18. Nguyen Thi PL, Briançon S, Empereur F, Guillemin F. Factors determining inpatient satisfaction with care. Soc Sci Med. 2002 Feb;54(4):493-504. doi: 10.1016/s0277-9536(01)00045-4. PMID: 11848270.
  19. Crow R, Gage H, Hampson S, Hart J, Kimber A, Storey L, Thomas H. The measurement of satisfaction with healthcare: implications for practice from a systematic review of the literature. Health Technol Assess. 2002;6(32):1-244. doi: 10.3310/hta6320. PMID: 12925269.

Download Article
Received December 5, 2022.
Accepted January 3, 2023.
©2023 International Medical Research and Development Corporation.