Experience and overall satisfaction of foreign patients with the health care services received in Latvia

Daiga Behmane, Anda Batraga, Māra Grēve, Didzis Rutitis

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

The study evaluates foreign patients' experience and satisfaction in relation to the health care received in Latvia. By applying the gap model of service evaluation, the study reveals the difference between expected and received service outcome in Latvia, and draws conclusions about the importance of individual and patient experience factors related to the overall patient satisfaction. The study concludes that in all groups of factors matrix proposed in the study: (1) general travel or destination factors; (2) communication factors; (3) factors related to the choice of service and (4) factors related to the choice of health care institution, patients evaluated the perceived health care outcome higher than the expected outcome. The results of the study lead to the conclusion that there is a significant gap in foreign patients' knowledge regarding the possibilities of receiving a high-level health care service in Latvia. The results also reveal the most important determinants of patient experience and related satisfaction
Original languageEnglish
Title of host publicationSHS Web of Conferences
EditorsL. Vilka, J. Vike
Number of pages9
Volume85
ISBN (Electronic)978-2-7598-9112-2
DOIs
Publication statusPublished - 2 Dec 2020
Event7th International Interdisciplinary Scientific Conference SOCIETY. HEALTH. WELFARE
- Riga, Latvia
Duration: 10 Oct 201812 Oct 2018
Conference number: 7

Conference

Conference7th International Interdisciplinary Scientific Conference SOCIETY. HEALTH. WELFARE
Country/TerritoryLatvia
CityRiga
Period10/10/1812/10/18

Field of Science

  • 3.3 Health sciences

Publication Type

  • 3.2. Articles or chapters in other proceedings other than those included in 3.1., with an ISBN or ISSN code

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