[User satisfaction in 2hospitals with different management models].

Area of Science:

• Health Services Research
• Hospital Management
• Patient Experience

Background:

• Coexistence of public, private, and mixed healthcare management models in Spain.
• Importance of quality management systems and patient satisfaction as healthcare outcome indicators.

Purpose of the Study:

• To compare patient satisfaction levels between two hospitals in Elche, Spain, with distinct management models.
• Evaluate user experience in a government-franchised hospital versus a private institution with service agreements.

Main Methods:

• Observational, descriptive-analytical, cross-sectional study design.
• Inclusion of patients discharged in June 2017 from Vinalopó Hospital (government franchise) and IMED Elche (private).
• Measurement of user satisfaction using the SERVQUAL questionnaire for perceived hospital care quality.

Main Results:

• High patient satisfaction reported in both hospitals: 80% (Vinalopó) and 75% (IMED) rated care as better than expected.
• Over 94% of users in both Vinalopó (97.1%) and IMED (94.3%) were satisfied or very satisfied.
• High likelihood of recommendation: 97.1% for Vinalopó and 92.5% for IMED.

Conclusions:

• High patient satisfaction observed with minimal differences between the two management models.
• Patient satisfaction is influenced by factors like time, system flexibility, and information access, reflecting evolving user expectations.
• Limited comparative studies exist on patient satisfaction across different healthcare management models.