The influence of a specialised hospital’s structure on patient satisfaction
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2020-03-11
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en
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Abstract
Hospital’s structure in relation to patient satisfaction has been researched by an exploratory inquiry on a single case. Structure Analysis has been based on four parameters of the Theory of De Sitter (STSD). The level of patient satisfaction has been indicated based on the eight dimensions composed by Ware et al. The inquiry has been conducted from patient’s perspective. Semi-structured interviews among patients and employees have been executed. The data showed that patients were really satisfied by the organisational performance and they didn’t experience many problems, although the organisational structural features indicated problematic outcomes. However, it became clear that employees were continuously improvising, and therefore most patients didn’t perceive any problems. It also became clear that the higher the organisational coordination level, the more difficult the ability to improvise. Problems came to light and patients could notice them. This caused feelings of irritation among patients (and employees). Apparently, the ability to improvise seemed to be limited by the level of coordination relation. Nonetheless, a first indication of this possible relationship has been found.
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Faculteit der Managementwetenschappen