Abstract
Background: Studies indicate that reliable, responsive, and reassuring healthcare services contribute to patients feeling valued, respected, and well-cared for, leading to increased satisfaction with their overall healthcare experience. The purpose of this study was to investigate the impacts of reliability, responsiveness, and assurance on patient satisfaction.
Subjects and Method: Meta-analysis study was conducted using PICO model. Population: general patients. Intervention: high reliability, high responsiveness, high assurance. Comparison: low reliability, low responsiveness, low assurance. Outcome: patient satisfaction. PubMed, Nature, Google Scholar, and Scopus were searched for studies published from 2014 to 2022. Keywords used to find articles were reliability OR responsiveness OR assurance AND “patient satisfaction” AND “general patient”. Adjusted odds ratio data were extracted into RevMan 5.3.
Results: Meta-analysis consisted of 21 cross-sectional studies from China, Ethiopia, Ghana, and Nigeria. Total sample was 24,844 patients. High reliability increased patient’s satisfaction (aOR= 1.74; 95% CI= 1.43 to 2.11; p<0.001), with I2= 83%; p<0.001. High responsiveness increased patient’s satisfaction (aOR= 1.39; 95% CI= 1.01 to 1.91; p= 0.005), with I2= 77%; p= 0.002. High assurance increased patient’s satisfaction (aOR= 3.21; 95% CI= 2.82 to 3.65; p< 0.001), with I2=81%; p<0.001.
Conclusion: High reliability, high responsiveness, and high assurance significantly increase patient’s satisfaction.
Keywords: reliability, responsiveness, assurance, patient satisfaction
Article Data
