The purpose of this study is to garner greater understanding of what elements are important for satisfaction in general hospitals when the notions of illness or disease severity were removed. The concept being, that patients are consumers. They are critical about service delivery and service quality, just as consumers of other services are.
This is a quantitative study using ‘patient respondent surveys’ to segment patients by demographic data. The aim of this study was to understand what the key factors are to each demographic group. The purpose of this was to uncover new information that can aid hospitals in improving services to patients.
The results contained within this piece are as follows; Patient’s age has a significant impact on perceived notions of ‘Staff Care’ and ‘Staff Skill’. Patient’s education attained has a significant impact on perceived notions of ’Quality’ and ‘Staff Skill’, but not on ‘Staff Care’. Patient’s affluence has a significant impact on perceived notions of ‘Service’, ‘Facilities’ and ‘Cost’.

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