Background:
Patient satisfaction is one of the vital attributes to consider when evaluating the impact of accreditation
systems. This study aimed to explore the impact of the national accreditation system in Lebanon on patient satisfaction.
Methods:
An explanatory cross-sectional study of six hospitals in Lebanon. Patient satisfaction was measured using the
SERVQUAL tool assessing five dimensions of quality (reliability, assurance, tangibility, empathy, and responsiveness).
Independent variables included hospital accreditation scores, size, location (rural/urban), and patient demographics.
Results:
The majority of patients (76.34%) were unsatisfied with the quality of services. There was no statistically
significant association between accreditation classification and patient satisfaction. However, the tangibility
dimension – reflecting hospital structural aspects such as physical facility and equipment was found to be associated
with patient satisfaction.
Conclusion:
This study brings to light the importance of embracing more adequate patient satisfaction measures
in the Lebanese hospital accreditation standards. Furthermore, the findings reinforce the importance of weighing
the patient perspective in the development and implementation of accreditation systems. As accreditation is not the
only driver of patient satisfaction, hospitals are encouraged to adopt complementary means of promoting patient
satisfaction
