An Evaluation of the Satisfaction of Patients' Experiences in a Private Hospital in Kwa-Zulu Natal

Abstract

In both the public and private health sectors, ensuring the satisfaction of patients’ experiences has been receiving increased focus, particularly as the National Health Insurance (NHI) in South Africa is being unveiled. Patient satisfaction is recognised as one of the most significant factors that guide a patient’s selection of a health care provider (Korda, 2012:1). In the private health sector where profitability is dependent on the admission and management of patients, measuring healthcare quality and improving patient satisfaction is crucial. This study evaluates the satisfaction of patients’ experiences in a private hospital located in Kwa-Zulu Natal. The hospital which will remain anonymous forms part of one of the largest private hospital Groups both in South Africa and abroad. Following the expansion and renovation of the facility, it now consists of 94 beds along with stateof-the-art diagnostic and treatment equipment. All patients who accessed the facility during the research period formed part of the target population. The study also had a sample size of 133. A structured questionnaire for gathering the required information was utilised as the research instrument.