19 June 2025 : Review article
Factors Influencing Patient Satisfaction with Healthcare Services in Poland
Paulina Mularczyk-Tomczewska
ADEF 1*, Mariusz Gujski AF 1, Julia Maria Koperdowska BF 2, Julia Wójcik BF 2, Andrzej Silczuk AD 3
DOI: 10.12659/MSM.948225
Med Sci Monit 2025; 31:e948225
Table 1 Key factors influencing patient satisfaction with healthcare services.
| Factor category | Components | Impact on satisfaction |
|---|---|---|
| Quality of Medical Care | Medical staff competence, patient communication, patient-centered approaches | When medical staff demonstrate competence and professionalism, patients feel more confident in the diagnosis and treatment they receive. Empathetic communication and respect from healthcare providers enhance patient comfort and emotional well-being, leading to greater satisfaction |
| Accessibility and Organization | Waiting times, access to specialists, healthcare facility organization | Shorter waiting times reduce frustration and improve trust in the healthcare system, making patients more likely to seek care when needed. Well-organized healthcare facilities and efficient appointment scheduling systems minimize stress and contribute to a more positive patient experience |
| Patient-Related Factors | Age, gender, racial affiliation, educational level, socioeconomic factors | Older patients often report higher satisfaction, as they tend to have lower expectations and greater gratitude for received care. Patients with higher education levels and specific expectations may be more critical of healthcare services, impacting their overall satisfaction |
| Cost-Related Factors | Costs of treatment and hospitalization, insurance coverage | High treatment costs create financial stress for patients, leading to dissatisfaction and reluctance to seek medical help. Comprehensive insurance coverage and transparent pricing policies increase trust in the healthcare system and make patients feel more secure |
| Healthcare Digitalization | Use of e-prescriptions, telemedicine, information systems | The implementation of telemedicine and digital health tools enhances convenience by reducing the need for in-person visits, which improves overall satisfaction. Electronic prescriptions and digital records streamline healthcare services, making interactions with providers more efficient and error-free |
| Health Outcomes | Effectiveness of treatment, symptom management, overall satisfaction | Patients who experience effective symptom management and successful treatment outcomes report higher satisfaction with medical services. Meeting patient expectations regarding treatment and recovery fosters trust in healthcare professionals and the overall system |