A multifacet typology of patient satisfaction with a hospital stay.

The author examines patient satisfaction after a hospital visit as a combination of several different and distinct evaluations and derives a typology of patient satisfaction, suggesting two broad groups of patients, the "s Satisfieds" and the "dissatisfieds."

Abstract

The author views patient satisfaction after a hospital visit as a combination of several different and distinct evaluations. Patients are posited to form satisfaction judgments concurrently for each of the individual "objects" (e.g., physician, insurance provider) comprising the health care system. With patient data from four geographic areas, the author examines this multifacet view empirically and uses it to derive a typology of patient satisfaction. The study results suggest two broad groups of patients, the "satisfieds" and the "dissatisfieds." Finally, the author delineates the behavioral and demographic characteristics that discriminate between the two groups. Implications for health care researchers, practitioners, and public policy officials are presented.