The satisfaction of patients hospitalized in the surgical departments of a general hospital. Case study of Sahloul hospital in Sousse (Tunisia)

Abstract

Objective: Measure the overall and specific satisfaction rates of patients hospitalized in surgical services in Sahloul University Hospital in Sousse during the year 2018.
Methods: The study population was recruited by a quota sample of hospitalized patients in the surgical departments of Sahloul University Hospital in Sousse. Data collection was done via a patient satisfaction questionnaire, administered to outgoing patients. The questionnaire was composed of 33 items exploring technical, administrative, logistical and relational dimensions. Overall patient satisfaction, called “reactivity”, was defined by a concomitant positive response to the three questions exploring satisfaction, recommendation and loyalty.
Results: A total of 735 patients hospitalized in six surgical departments were included (general surgery, orthopedics, maxillofacial surgery, urology, neurosurgery and cardiovascular surgery). The rates of “satisfaction”, “recommendation” and “loyalty” of the patients were 71%, 70% and 69% respectively, equivalent to an “overall positive reactivity” of 62%, 95% CI [58,5%-65.5%], particularly low in the orthopedic department (43%). The logistics dimension was the least appreciated by patients, including room’s condition, with almost 23% overall and 17% in the orthopedic department.
Conclusion: The responsiveness of patients hospitalized in the surgical services of Sahloul University Hospital was low, particularly for items related to the hotel services in the hospital. Furthermore, plans to improve the quality of care and support the performance of public hospitals should pay close attention to the logistical dimension of patients' hospital stays.
Keywords: Quality of Health Care - Patient Satisfaction - Hospitals - Surgery Department, Hospital - Questionnaire - Tunisia