Quality dimensions of hospital care and patient satisfaction

The current quality measurements of hospital care focus mainly on technical aspects of care, which usually can not tell us the patients' perception of experience as a consumer for hospital care quality. This study identifies the patient requirements of hospital care, sorts them into one of the three categories of Kano's Customer Requirements to analyze their impacts on patient satisfaction, and investigates the relative importance of each of these patient-perceived qualities of hospital care in patients' minds, through the Patient Requirement Survey, the Kano Survey and the Self-Stated Importance Survey.; The results show that patients' concern is not only the outcomes of care, but also the ways in which the care is delivered. Based on the results of these surveys, a set of quality dimensions of hospital care is developed to guide our efforts toward improving our care and achieving patient satisfaction.