Evaluation of Patient Satisfaction with Cardiology Services

Tengiz Verulava1, *, Revaz Jorbenadze2, Leila Karimi3, Beka Dangadze1, Temur Barkalaia1
1 School of Business, Public Health and Insurance Institute, Ilia State University, Tbilisi, Georgia
2 G. Chapidze Emergency Cardiology Center, Tbilisi, Georgia
3 School of Psychology and Public Health, La Trobe University, Melbourne, Australia

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© 2018 Verulava et al.

open-access license: This is an open access article distributed under the terms of the Creative Commons Attribution 4.0 International Public License (CC-BY 4.0), a copy of which is available at: This license permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.

* Address correspondence to this author at the School of Business, Public Health and Insurance Institute, Ilia State University, Kakutsa Cholokashvili Ave 3/5, Tbilisi 0162, Georgia; Tel: +995 32 577294849; E-mail:



Patient satisfaction is widely used as an important component in evaluating quality of health care. The current study aimed to evaluate patient satisfaction with the quality of healthcare.


The study was carried out by a cross-sectional method for evaluation of hospitalized patient satisfaction with provided services. Participants of this research include patients who have been hospitalized during the last 5 years (2012-2016). Research tools were prepared on the basis of specially developed “Medical Outcomes Study, Patient Satisfaction Questionnaire” (MOS PSQ-III).


Most of the patients positively evaluated financial accessibility and quality of health services, even though some aspects of health care need improvement. This may be related to the introduction of the Universal Health Care Program in 2013, which increased population coverage. The international quality accreditation of the Emergency Cardiology Center has also played an important role in raising patient's satisfaction levels and in achieving higher standards in the sectors of patient safety and quality management. However, the study indicated, that there was a moderate level of satisfaction with the accessibility of healthcare services. So the further revisions and actions are needed to expand and refine the Universal Health Care Program. We also found an evidence that gender, age and education act as the socioeconomic determinants of satisfaction with healthcare quality.


The patient satisfaction study, as one of the most important quality indicators, should be developed throughout the country. It will promote the development of healthy competitive environment among medical organizations and will improve the quality of medical services.

Keywords: Hospital Services, Patient S+atisfaction, Quality of healthcare, Cardiology services, Medical outcomes study, Socioeconomic determinants.