Factors affecting older adults satisfaction with medical services: structural equation modeling

Abstract

In most societies, aging is an important issue. With the increasing presence of the elderly in the population composition of the country, their health and illness problems require more attention. Due to the different situation in different groups and in different regions in Iran, there is still a need to monitor the level of satisfaction with special services for the elderly from a hospital. Therefore, this study was conducted with the aim of investigating the level of employee satisfaction with hospital services using a structural model. Methods: This cross-sectional study was conducted from the beginning of October 2019 untill reachin 100 samples from each hospital. The elderly people aged 65 years and older who had used the inpatient services of hospitals affiliated with Tabriz University of Medical Sciences, including Imam Reza (general), Sina (general), Shohada (oethopedisc) and Nikookari (eye) hospitals, were evaluated in terms of elderly satisfaction with hospital services. In order to collect the required information, a valid and reliable questionnaire was used, which includes the general characteristics of the patients and the performance of the hospital, the individual characteristics of the respondent, and a questionnaire related to the satisfaction of the elderly. Results: The median age of the patients participating in the study was 72 years and the age range was between 67 and 81 years, of which 211 (54.6%) were men and 176 (45.5%) were women. In the survey of the overall satisfaction of elderly patients with the services provided in all the studied hospitals, 91.4% satisfaction with receiving services was reported. The highest overall satisfaction was related to the patients of Imam Reza Hospital with 97% and then related to Shohada Hospital with 96.9% satisfaction. The most satisfaction of the elderly was with the behavior of the hospital staff (95.2%) and respectful behavior (94.2%). Also, the highest level of dissatisfaction among elderly patients was related to waiting time (26.1%) and then related to comfort and communication facilities (23.5%).