Balancing physician workload and patient satisfaction: a dilemma for hospital managers

Abstract

Patient satisfaction has become a key aspect for evaluating the quality of healthcare services, particularly under user-focused policies and freedom of choice schemes. The care provided by physicians has been found to be highly valued by hospital patients. Taking data from one of Europe's biggest social healthcare providers, this article analyses whether physicians' workloads affect hospital scores on patient satisfaction. As healthcare managers juggle the need for a good comparative ratings with costefficiencies, it is important to understand exactly what patients value. The results have significance in terms of hospital size and how managers should use physicians.

Acknowledgements

This study was carried out with the financial support of the Spanish National R&D Plan through the research project SEJ2007-62215-ECON-FEDER and the research grant AP2004- 2588.

Additional information

Notes on contributors

Javier Garcia-Lacalle

Javier Garcia-Lacalle is Assistant Professor in the Department of Accounting and Finance at the University of Zaragoza, Spain.