Assessing Relationship between Patient Safety and Satisfaction in Teaching Hospitals using Online Survey during Covid-19 Pandemic

Abstract

Background: The coronavirus disease (COVID-19) pandemic has accelerated the adoption of online data-collection methods in healthcare, including patient satisfaction and safety assessments. This study assessed the relationship between patient safety experiences and satisfaction following hospitalization in a teaching hospital during the pandemic. Methods: This cross-sectional study employed a convenience sample of inpatients from the general medical and surgical wards at two teaching hospitals. Participants completed a validated online questionnaire by scanning a Quick Response (QR) code that combined the Patient Safety Experience Questionnaire (6-item) and the Patient Satisfaction Questionnaire (PSQ-18) at discharge. One-way ANOVA was used to examine the relationship between the patient safety experience domains and satisfaction scores. Results: In total, 240 patients completed an online questionnaire. Most respondents were male, aged >65 years, and had secondary education. "Communication" and "Responsiveness" were the safety domains with the highest perceived “safe” experience, while "delay" had the highest "unsafe" perception. Regarding satisfaction, "interpersonal manner" scored highest, while "time spent with the doctor" scored lowest. Significant relationships were found between specific patient safety domains (delays, communication, falls, and medication) and various satisfaction domains except for financial aspect satisfaction domain. Conclusions: This study highlights the feasibility of using online questionnaires to assess patient safety experiences and satisfaction during a pandemic. These findings also underscore the significant link between patient safety experiences and satisfaction levels, emphasizing the need for targeted safety initiatives. Further research should explore the long-term implications of online data collection on patient engagement and healthcare quality.