Qualità del servizio e soddisfazione. Un’indagine su una struttura sanitaria accreditata dalla regione Toscana

The aim of this research is to verify the relationship between service quality and patient satisfaction. As of the latter we also identify the dimensions that mostly determine it among those related with health professionals’ duties. Data were collected from an accredited Tuscan private hospital and the subjects who completed the questionnaire were 60. As of its structure it was composed by some of the scales of the KQCAH (Key Quality Characteristics Assessment for Hospitals), specifically focusing the following dimensions: respect and caring, appropriateness, information and meals. Findings of the ordered logistic regressions show that the factors we investigated determine 50% of the variance of the patient satisfaction levels; the analysis also demonstrates that respect and caring and the appropriateness were significant determinants of satisfaction.