ASSESSMENT OF THE QUALITY OF MEDICAL SERVICES AND PATIENT SATISFACTION IN INPATIENT HEALTHCARE FACILITIES IN GEORGIA

Abstract

Evaluating the quality of inpatient medical services and patient satisfaction is essential for strengthening healthcare delivery systems. In Georgia, hospital accreditation has been introduced as a mechanism to improve service quality, yet limited data exist on patient perceptions of its impact.

A cross-sectional study was conducted between October and November 2025 across 20 inpatient facilities in Georgia. A structured self-administered questionnaire assessed sociodemographic characteristics, overall satisfaction, perceived quality of hospital services, and perceptions of accreditation. A total of 220 valid responses were analyzed using descriptive statistics.

The majority of respondents were female (54%) with a mean age of 41 years. Overall service quality was rated as average by 52% of participants, while 27% rated it low and only 18% high. Satisfaction with received services was partial among most respondents (approx. 54%), while 30% reported full satisfaction and 12% dissatisfaction. Regarding accreditation, 51% stated that accreditation improves service quality, 22% believed it had no effect, 9% felt quality had decreased, and 18% were unsure. Open-ended comments highlighted three priority areas: communication with patients, infection control and hygiene, and management of queues/waiting times.

Patient satisfaction with inpatient medical services in Georgia remains moderate, with substantial concerns regarding communication, hygiene, and system efficiency. Although among patients who had an opinion, the majority viewed accreditation positively, overall population awareness remains low. Uncertainty persists, underscoring the need for greater transparency, staff training, and continuous quality improvement.