Exploring the Role of Patient Trust as a Mediating Factor between Patient Satisfaction and Healthcare Quality رسالة ماجستير

Abstract

This study explores the intricate relationship among inpatient satisfaction, quality healthcare services, and the mediating role of inpatient trust within government hospital settings. It aims to assess the impact of the mediating role of trust in the relationship between healthcare service quality and patient satisfaction in governmental hospitals. Utilizing a quantitative research approach with a cross-sectional design, the study focused on the internal departments of three government hospitals. Data were collected through structured questionnaires distributed to 381 inpatients who had exceeded a predetermined duration of stay. The questionnaires covered key dimensions related to inpatient satisfaction, trust in physicians and nurses, and perceptions of healthcare service quality. Data analysis was conducted using SPSS v24, incorporating both descriptive and inferential statistics. The study resulted in a robust response rate of 100%, indicating a significant and positive relationship between patient satisfaction, healthcare service quality, and the mediating role of trust among residents in the Internal Medicine department of three Palestinian governmental hospitals for over 24 hours. The analysis results indicated a high and positive correlation among patient satisfaction, healthcare service quality, and patient trust in healthcare providers (doctors and nursing staff in this department). These findings underscore the strong interdependence of these three elements, emphasizing the crucial role of trust as a mediator in shaping positive patient experiences within the examined healthcare setting. The research underscores the pivotal role of inpatient trust as a mediator, shaping the complex interconnection between inpatient satisfaction and perceived healthcare service quality within government hospitals. This highlights the importance of healthcare organizations prioritizing initiatives to build and enhance trust among healthcare professionals, VI ultimately contributing to improved overall patient satisfaction and the quality of healthcare services.