Patient Satisfaction Model

Satisfaction exists when an individual accepts that a ratio of input (how much money and time they spent and how much pain they had, etc.) and output of the service (how much better their health become) is fair. Moreover, equity theory relates to social comparison theory because an individual compares a value of the service he or she received to other individuals (Bowling et al., 2012; Linder-Pelz, 1982; Newsome & Wright, 1999; Swan, Sawyer, Van Matre, & McGee, 1985; Williams, 1994).
3.4.6 Multiple models theory
Contrary to the Linder-Pelz theory, Fitzpatrick proposed three independent models of patient satisfaction which consider that satisfaction cannot be a single concept but is formed by several determinants. First model explains that

They assumed that needs of patient are equal to patient expectations (Sixma, Kerssens, Campen, & Peters, 1998). Hills and Kitchen justified that the degree of patient satisfaction is the result of the fulfillment of Maslow’s hierarchy of needs. Self-actualisation is the highest order of needs, and once this need is fulfilled, the individual is likely to be satisfied with health care. In order to fulfill the last need of the hierarchy, all physical and psychological needs of a patient should be fulfilled. These needs may vary from individual to individual with respect to their personal characteristics, pathologies and health care settings, although health professionals should understand patients’ needs and react in accordance (Hills & Kitchen, 2007a; Hills & Kitchen, 2007b). Johnson attempted to compare Maslow’s hierarchy of needs and the normative model to understand what optimizes patient satisfaction and the quality of healthcare. According to the normative model, patient outcomes from health service are classified into four groups: disease eradication, patient performance, general health and patient satisfaction in ascending order of hierarchy. Johnson proposed that Maslow’s physiological needs, safety needs, esteem and love needs and self-actualizsation needs are parallel to disease eradication outcome, patient performance outcome, general health outcome and patient

Service providers and customers may have different causes to explain unmet expectations, and these conflicted causes lead dissatisfaction. Therefore, the attribution theory plays a role in explaining the causes of mismatch of expectations and experiences (Newsome & Wright, 1999).
3.4.9 Economic