Analysing patient satisfaction in a medium-sized private healthcare provider

Abstract

The purpose of this study was to analyse patient satisfaction in private healthcare in South Africa. The healthcare structure in South Africa consists of public and private healthcare. Public health care is made available by the government and is therefore available to 80% of the South African population. The governance and challenges that the public healthcare sector is facing were also reviewed just get a broad understanding of the healthcare sector. Private healthcare sector was also reviewed in general and the challenges that the private healthcare is facing were also reviewed to get a broad understanding. An empirical investigation was carried out in a medium sized private healthcare provider. The investigation was based on the private healthcare service that the healthcare provider renders. The investigation was aimed at identifying the gaps between the healthcare service provided and what the patients expect as satisfactory service. The investigation was aimed at identifying the gaps between the healthcare service provided and what the patients expect as satisfactory service. The objectives were divided into primary and secondary objectives. The gaps/findings were identified between the healthcare service provided and what the patients expect. The identified findings were grouped by the empirical investigation constructs, namely: admissions, nursing care, doctor communication, theatre procedure and overall impression about the facilities and the service. The study will help the management of the hospital to focus resources on the identified gaps. Working on the identified gaps will be noted through positive returns on hospital investments, reduction in a number of patient complaints, increased occupancies in the hospital. Continuous improvement on hospital service and securing the hospital market share. Patient satisfaction must be continuously reviewed to keep hospital patients content with the healthcare service.