Patients' satisfaction with health-care service delivery and its related factors: Results from a cross-sectional study with a large sample size.

Background: Satisfaction is an important indicator in measuring the quality of services. Patients' satisfaction as well as the quality of services provided is directly related to the level of expectations of the patients. This study aimed to determine patients' satisfaction with health-care service delivery and its related factors. Materials and Methods: The present study was a cross-sectional, descriptive, and analytical study conducted in 2018. The research instrument was a questionnaire. The reliability and validity of the questionnaire were confirmed. The community and research samples were patients who were admitted to the educational centers, hospitals, and medical centers of Guilan University of Medical Sciences. Data analysis was conducted using SPSS V.18. Results: A total of 1089 patients from 25 hospitals were included in the study. Fifty-nine percent of the patients were female. The patients' mean age was 43.93 ± 17.26 years. The patients expressed high satisfaction with their hospital care (Mean ± standard deviation [SD]: 78.74 ± 14.3). The lowest satisfaction score was related to facilities (Mean ± SD: 61.10 ± 28.26) and information (Mean ± SD: 71.64 ± 20.85). Multiple regression analysis showed that the patients' sex, educational level, and hospital ward were factors predicting the overall satisfaction. Conclusion: Females, more educated patients, and patients hospitalized in ward other than surgical ward had a meaningfully lower satisfaction level. Therefore, the study suggests improving care of women, hospital physical environment, and service delivery through education and system design. Furthermore, patients' sex, level of education, and hospitalization ward should be considered for evaluating the quality of health-care services. [ABSTRACT FROM AUTHOR]