Management of Quality at the Hospital: Evaluation of Patient Satisfaction as a Lever for Improvement Continues

Abstract

Continuous improvement in the quality of care is a major challenge for hospitals. Among the tools available to managers, the assessment of patient satisfaction occupies a central place, enabling them to identify the strengths and areas for improvement of healthcare services. This article provides an in-depth analysis of the role of patient satisfaction as a lever for continuous improvement in hospital quality management. We explore the main theories and models for assessing patient satisfaction, including the gap model, expectation confirmation theory and Donabedian's structure, process and outcome approach. The study highlights the impact of perceived care on patient experience and hospital performance. In addition, we discuss the survey methodologies used to measure satisfaction and the challenges associated with their reliability and validity. The article thus highlights the importance of integrating patient satisfaction into hospital management strategies for a sustainable and effective quality approach.