A statistical model for evaluating the patient satisfaction

The paper aims to identify the drivers which affect the patient satisfaction. For this purpose the authors analyzed the data collected by delivering a questionnaire to patients hospitalizing in an important hospital of Napoli city.The effects of level of satisfaction about different services received in the hospital on the patient satisfaction have been studied by comparing the results of four regression models. Findings provide empirical evidence that a policy aimed at developing the competences and the abilities of the staff and at maintaining high standards of hygiene and cleanliness is the most appropriate strategy to improve patient satisfaction.