Why do patients select a hospital? A conjoint analysis in two German hospitals.

Abstract

Patients decide on where to consume hospital services in Germany. Thus, the understanding of the exact hospital selection criteria and their weights is important. This research reviews the antecedents of hospital selection utilizing the conjoint methodology with regard to six questions. (1) Which are the relevant choice criteria, and (2) what are their weights? (3) Which criteria receive an increased importance in the absence of experience? (4) Do differences between compulsory and privately insured patients, (5) between hospitals with regard to their size, and (6) between female and male patients exist? The relevance and importance of nine pre-selected criteria are determined through two conjoint analyses. Experience is found to be most important followed by referral by general practitioner, certified quality management system, positive press coverage, recommendation by relatives and acquaintances and distance to the hospital. Reception area design and the personnel's friendliness, the website quality and the published quality report are less relevant. Without experience, reception area design, personnel's friendliness and distance to the hospital receive an increased importance. In addition, for some criteria notable discrepancies between female and male patients and between patients with different insurance policies are found.