International Journal of Health Policy and Management

International Journal of Health Policy and Management

Exploring the Relationship between Accreditation and Patient Satisfaction – The Case of Selected Lebanese Hospitals

Document Type : Original Article

Authors
Wissam Haj-Ali 1
Lama Bou Karroum 2
Nabil Natafgi 3
Kassem Kassak 2
1 Institute of Health Policy, Management and Evaluation, University of Toronto, Toronto, Ontario, Canada
2 Department of Health Management and Policy, Faculty of Health Sciences, American University of Beirut, Beirut, Lebanon
3 Department of Health Management and Policy, College of Public Health, University of Iowa, Iowa City, IA, USA
10.15171/ijhpm.2014.116
Abstract
Background
Patient satisfaction is one of the vital attributes to consider when evaluating the impact of accreditation systems. This study aimed to explore the impact of the national accreditation system in Lebanon on patient satisfaction.
 
Methods
An explanatory cross-sectional study of six hospitals in Lebanon. Patient satisfaction was measured using the SERVQUAL tool assessing five dimensions of quality (reliability, assurance, tangibility, empathy, and responsiveness). Independent variables included hospital accreditation scores, size, location (rural/urban), and patient demographics.
 
Results
The majority of patients (76.34%) were unsatisfied with the quality of services. There was no statistically significant association between accreditation classification and patient satisfaction. However, the tangibility dimension – reflecting hospital structural aspects such as physical facility and equipment was found to be associated with patient satisfaction.
 
Conclusion
This study brings to light the importance of embracing more adequate patient satisfaction measures in the Lebanese hospital accreditation standards. Furthermore, the findings reinforce the importance of weighing the patient perspective in the development and implementation of accreditation systems. As accreditation is not the only driver of patient satisfaction, hospitals are encouraged to adopt complementary means of promoting patient satisfaction.
Keywords
Accreditation
Quality
Patient Satisfaction
SERVQUAL
Hospitals
Lebanon
Subjects

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  • Received Date 02 July 2014
  • Revised Date 30 October 2014
  • Accepted Date 30 October 2014
  • First Published Date 01 November 2014
  • Published Date 01 November 2014