{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,21]],"date-time":"2026-02-21T04:31:20Z","timestamp":1771648280180,"version":"3.50.1"},"reference-count":22,"publisher":"Emerald","issue":"5","license":[{"start":{"date-parts":[[2018,6,11]],"date-time":"2018-06-11T00:00:00Z","timestamp":1528675200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IJHCQA"],"published-print":{"date-parts":[[2018,6,11]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>The purpose of this paper is to investigate Portuguese hospital inpatient satisfaction.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>The study was conducted at a major university hospital in Portugal. Using the IAQH-IA mailed questionnaire, data were collected over three months (March to June 2015) from patients and families. From 1,500 former inpatients, 434 participated (29 percent response rate). Using the structural equation modeling, the authors derived satisfaction models and analyzed the relationship between quality, satisfaction and patient attitudes. Inferential statistics (bivariate analysis) were used to deal with global satisfaction determinants.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>The satisfaction model was confirmed using factor analysis. Results show that developing a system for delivering timely information to both patient and relatives is relevant. Communication is a fundamental aspect for patients, which to date, seems to have been neglected by hospital managers. Education and current perceived health are important global satisfaction determinants.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title><jats:p>Hospital managers can use the authors\u2019 findings to measure and improve operational performance.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>Knowledge about patient perception and satisfaction leads to continuing improvement in healthcare quality.<\/jats:p><\/jats:sec>","DOI":"10.1108\/ijhcqa-07-2017-0121","type":"journal-article","created":{"date-parts":[[2018,5,1]],"date-time":"2018-05-01T07:05:28Z","timestamp":1525158328000},"page":"428-435","source":"Crossref","is-referenced-by-count":11,"title":["Portuguese university hospital patient satisfaction and service quality"],"prefix":"10.1108","volume":"31","author":[{"ORCID":"https:\/\/orcid.org\/0000-0001-5163-9670","authenticated-orcid":false,"given":"Alexandre Gomes G.","family":"Silva","sequence":"first","affiliation":[]},{"given":"Pedro Lopes","family":"Ferreira","sequence":"additional","affiliation":[]},{"given":"Fernanda Bento","family":"Daniel","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"issue":"1","key":"key2020092813423066200_ref001","doi-asserted-by":"crossref","first-page":"4","DOI":"10.1108\/IJHCQA-10-2011-0059","article-title":"Developing a Persian inpatient satisfaction questionnaire","volume":"27","year":"2014","journal-title":"International Journal of Health Care Quality Assurance"},{"issue":"6","key":"key2020092813423066200_ref002","doi-asserted-by":"crossref","first-page":"229","DOI":"10.1177\/106286060301800603","article-title":"A patient satisfaction theory and its robustness across gender in emergency departments: a multigroup structural equation modeling investigation","volume":"18","year":"2003","journal-title":"American Journal of Medical Quality: The Official Journal of the American College of Medical Quality"},{"issue":"5","key":"key2020092813423066200_ref003","doi-asserted-by":"crossref","first-page":"414","DOI":"10.1108\/IJHCQA-02-2013-0014","article-title":"Trends in patient perception of hospital care quality","volume":"27","year":"2014","journal-title":"International Journal of Health Care Quality Assurance"},{"key":"key2020092813423066200_ref004","first-page":"1129","article-title":"Surveys of patient satisfaction: I \u2013 Important general considerations","volume":"302","year":"1991","journal-title":"British Medical Journal"},{"issue":"6","key":"key2020092813423066200_ref005","doi-asserted-by":"crossref","first-page":"475","DOI":"10.1023\/A:1012270625680","article-title":"A model of patients\u2019 satisfaction with treatment for posttraumatic stress disorder","volume":"28","year":"2001","journal-title":"Administration and Policy in Mental Health"},{"issue":"1","key":"key2020092813423066200_ref006","doi-asserted-by":"crossref","first-page":"93","DOI":"10.1023\/A:1022071613873","article-title":"A multivariate model of patients\u2019 satisfaction with treatment for posttraumatic stress disorder","volume":"16","year":"2003","journal-title":"Journal of Traumatic Stress"},{"issue":"1","key":"key2020092813423066200_ref007","doi-asserted-by":"crossref","first-page":"6","DOI":"10.1177\/002224299205600103","article-title":"A national customer satisfaction barometer: the Swedish experience","volume":"56","year":"1992","journal-title":"Journal of Marketing"},{"issue":"3","key":"key2020092813423066200_ref008","doi-asserted-by":"crossref","first-page":"240","DOI":"10.1108\/LHS-06-2013-0027","article-title":"Measuring patient satisfaction","volume":"27","year":"2014","journal-title":"Leadership in Health Services"},{"issue":"8","key":"key2020092813423066200_ref009","doi-asserted-by":"crossref","first-page":"1202","DOI":"10.1108\/IJQRM-08-2015-0121","article-title":"Perceptions of care quality and the effect on patient satisfaction","volume":"33","year":"2016","journal-title":"International Journal of Quality & Reliability Management"},{"key":"key2020092813423066200_ref010","unstructured":"Lambin, J.-J. 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