Specific factors influencing patient satisfaction in Swiss ophthalmology private practice

Gillman, Kevin, Athanasiadis, Konstantinos and Koufopoulos, Dimitrios (2021) Specific factors influencing patient satisfaction in Swiss ophthalmology private practice. In: Eurasian Business and Economics Perspectives : Proceedings of the 36th Eurasia Business and Economics Society Conference. Eurasian Studies in Business and Economics, 23 . Springer Nature, pp. 129-150. ISBN 978-3-031-14394-6
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Over the last decades, robust evidence linking patient satisfaction to hospital reputation and profitability has accrued, and patient satisfaction has now become a key focus in the healthcare industry. A review of the literature identified pre-established factors that were shown to influence patient satisfaction in different settings and could be categorized as patient-related factors, personnel-related factors, and external factors. In all, 132 surveys were completed and analysed, resulting in four major findings: (1) patients in Switzerland were highly satisfied with their private eyecare provider, (2) demographics and cultural backgrounds only had a weak effect on overall patient satisfaction in this setting, but (3) patients’ nationalities significantly affected the aspect of their healthcare experience they valued most. Finally, satisfaction in every sub-group of patients was shaped by a different ensemble of factors of varying importance (4).


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