Abstract:
Objectives: This study aimed to explore the relationship between patient satisfaction and patient
experience after exposure to inpatient hospitalization.
Methods: A cross-sectional self-completed survey at the bedside in the Inpatient departments of the
University Medical Center hospitals (UMC) in Nur-Sultan city, Kazakhstan was submitted. A total of 153
patients completed the survey from September 2017 to June 2018. The survey used the Picker Patient
Experience questionnaire validated in Russian and Kazakh languages.
Results: The majority of patients were satisfied with their hospital stay (90.8 %). Only self-rated health
status was associated with overall satisfaction (OR 1.922, 95 % CI 1.09 3.37). Patient experience
assessment revealed an association of physical comfort and respect for patient preferences with overall
satisfaction (OR 0.101, 95 % CI 0.01 0.91 and OR 0.317, 95 % CI 0.11 0.92).
Conclusions: Study findings support that patient satisfaction is an exaggerated image of healthcare
performance. Groups with negative experience have shown lower overall satisfaction in the dimensions
‘physical comfort’ and ‘respect for patient preferences’.
Practice implications: Improving patient centered communication and pain control in clinical practice
may lead to the improvement in patient satisfaction.