Factors influencing a long-term relationship between healthcare providers and patients – perspectives of patients at a public regional hospital, Ghana
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Date
2019-04-10
Journal Title
Journal ISSN
Volume Title
Publisher
International Journal of Pharmaceutical and Healthcare Marketing
Abstract
Purpose – The purpose of this paper is to determine the factors that influence patients’ long-term
relationship with healthcare providers in healthcare delivery at hospitals.
Design/methodology/approach – Data were gathered using 170 patients in a cross-sectional survey
with quantitative research methods at a public regional hospital. Results were obtained using descriptive
analysis and regression analysis.
Findings – Generally, the study found that the health-related factors (the reception of staff, providers’
attitude, waiting time, competence and expertise and the hospital environment) that influence patients’
long-term relationship with the healthcare providers/hospital were statistically significant (p<0.001).
The findings showed that overall 90.0 per cent of the patients were very satisfied with the overall
healthcare services at the hospital.
Research limitations/implications – Limited sample size, lack of examination of healthcare
providers’ perspectives and non-application of qualitative methods make it difficult to give a true picture
of how these can enhance patients’ intent to keep a long-term relationship with the healthcare providers/
hospital.
Practical implications – The paper suggests that health policymakers and practitioners need to enhance
measures that will make patients satisfied leading to their long-term commitment and cordial relationship
with the healthcare providers/hospital.
Social implications – The study demonstrated how health-related factors will be associated with the
patients’ agreement/intent to keep a long-term relationship with their service providers at hospitals. Thus, the
overall hypothesis was true that there is a relationship between patients’ satisfaction with the healthcare
experienced and their long-term relationship with healthcare providers/hospital.
Originality/value – This is one of the few studies conducted on the topic in the context of Ghana’s health
sector. It recommends that there should be a good interpersonal relationship between healthcare providers
and patients, as patients’ satisfaction is not based on only receiving treatment at the health facility.
Description
Research Article
Keywords
Health care, Patient satisfaction, Public hospitals, Quality of care, Long-term relationship