PATIENT SATISFACTION IN TBILISI CLINICS, STUDY AND ANALYSIS OF DETERMINING FACTORS

Abstract

The scientific paper deals with one of the most problematic and important issues in the field of management of medical institutions - patient satisfaction in the direction of receiving inpatient services. The research aims to study, analyze and identify the factors affecting satisfaction of patients in Tbilisi clinics. It is noteworthy that patient satisfaction directly affects the image and financial condition of the medical institution. The study also focuses on examining the factors that define inpatient-centered care, quality and outcomes improvement, cost, reimbursement, market competition, and clinic reputation. 3 private and 2 state clinics, 237 patients who did not benefit from inpatient treatment in both private and state clinics were selected as the object of the research. Also, the paper identified managerial (35 managers), medical personnel (55 doctors and nurses) and health care system problems in general. Based on literary sources and analysis of studies, the priorities and shortcomings noted by patients in inpatient conditions were highlighted. According to WHO data, under the conditions of the health care system of developing countries, patient satisfaction was identified as a decisive factor of medical quality and the main indicator of performance. Patient satisfaction is a measure that clearly reflects how well medical services meet the patients’ needs and expectations.