The Role of Clinical and Process Quality in Achieving Patient Satisfaction in Hospitals

TLDR

Hospital managers must decide how to allocate resources, balancing clinical care (what patients receive) and process performance (how care is delivered). This study examines how leadership, clinical quality, and process quality jointly affect patient satisfaction and outlines future research directions. A causal model was tested with structural equation modeling on data from 202 U.S. hospitals.

Abstract

ABSTRACT Managers constantly struggle with where to allocate their resources and efforts in managing the complex service delivery system called a hospital. In the broadest sense, their decisions and actions focus on two important aspects of health care—clinical or technical medical care that emphasizes “what” the patient receives and process performance that emphasizes “how” health care services are delivered to patients. Here, we investigate the role of leadership, clinical quality, and process quality on patient satisfaction. A causal model is hypothesized and evaluated using structural equation modeling for a sample of 202 U.S. hospitals. Statistical results support the idea that leadership is a good exogenous construct and that clinical and process quality are good intermediate outcomes in determining patient satisfaction. Statistical results also suggest that hospital leadership has more influence on process quality than on clinical quality, which is predominantly the doctors' domain. Other results are discussed, such as that hospital managers must be mindful of the fact that process quality is at least as important as clinical quality in predicting patient satisfaction. The article concludes by proposing areas for future research.