SHS Web Conf.
Volume 85, 20207th International Interdisciplinary Scientific Conference SOCIETY. HEALTH. WELFARE
|Number of page(s)||9|
|Section||Health: Public Health and Health Promotion|
|Published online||02 December 2020|
Experience and overall satisfaction of foreign patients with the health care services received in Latvia
1 Institute of Public Health, Rıga Stradiņš University, Riga, Latvia
2 University of Latvia, Riga, Latvia
3 The Statistics Unit, Rıga Stradiņš University, Riga, Latvia
4 School of Business and Finance, Riga, Latvia
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.
© The Authors, published by EDP Sciences, 2020
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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