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The impact of hospital material infrastructure elements and hospitalization quality in the opinion of patients

Daroń Marta, Baskiewicz Nicoletta, Pachura Aneta

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2024

z. 191

117--130

Purpose: Identification of infrastructure attributes that are crucial for achieving patient satisfaction. Design/methodology/approach: Based on a literature review, an initial set of infrastructure elements (attributes) determining the level of patient satisfaction with hospitalization was identified. In the empirical part, these attributes were verified in two ways: through surveys conducted in a selected hospital and through research based on the Kano methodology (CAWI method). Findings: It was found that the availability and cleanliness of sanitary rooms, markings of hospital units and communication routes, and facilities for people with disabilities significantly influence the level of satisfaction with hospitalization. There were indicated some areas in which the managers of the studied hospital could make some improvements. For example, an attribute where changes could be recommended is I5 - facilities for people with disabilities. Research limitations/implications: The publication presents the results of the literature review, which can be expanded in further research on the topic discussed. However, this study is limited to the relatively small group of patients and respondents who participated in surveys. These limitations concern also the geographical area and the number of hospital facilities, which suggest possible directions for future research. Practical implications: The results of the study may have practical applications in the area of hospital management. Satisfaction surveys completed by patients from various hospitals will identify the infrastructure elements with the lowest patient satisfaction. Therefore, they may constitute the basis for developing guidelines to improve satisfaction with hospitalization. Additionally, the Kano methodology indicates which attributes are most important to patients. Social implications: Introducing changes in the areas of infrastructure elements indicated in the study may result not only in increased patient satisfaction with the hospitalization process, but also in a real improvement in the conditions in which patients stay. This may be important for their well-being and could influence the recovery process. Originality/value: The article presents two-track research conducted among the public and actual patients of a provincial public hospital. The methodology prepared in this way can be helpful for hospital managers because it provides insight into social expectations and the actual assessment of the examined infrastructure attributes.