Patient experience and satisfaction in Chilean hospitals: Insights for enhancing person-centered care

Objective

This study examines the relationship between patient satisfaction and various domains of patient experience in Chilean hospitals, aiming to provide evidence to enhance person-centered care. Methods: Using a culturally adapted survey, data were collected from 758 recently discharged patients from two high-complexity hospitals. A generalized ordered logit model was applied to analyze the impact of different experience dimensions on overall satisfaction.

Results

The findings show that eight experience variables significantly influence satisfaction: room cleanliness, information about medication side effects, clear communication from treating doctors, feedback provided to family members, two-way communication with clinical staff, patient involvement in treatment decisions, resolution of the medical issue, and the absence of conflicting information. Notably, effective communication with patients and families emerged as a key determinant of satisfaction.

Subgroup analyses revealed important variations based on age and education level. For example, patients aged 26 or younger placed less value on communication and information than older groups, possibly due to cultural norms around medical decision-making. Patients with lower education levels valued participation in care decisions more, but were less influenced by the information provided.

Conclusions

These results highlight the multidimensional nature of patient satisfaction and reinforce the need for differentiated strategies in hospitals. Practice Implications: Effective communication, patient engagement, and attention to demographic characteristics are essential to improving satisfaction and achieving more person-centered healthcare.