How far does hospital accreditation improve patient satisfaction?

A Systematic Review

Abstract
Background Hospital Accreditation is considered as an indicator of good performance of
hospital especially in clinical based indicators. By the end of 2016, 32 % of all Indonesian
hospitals have been accredited and the number is growing when stated by Indonesian Ministry of
Health Law that all hospitals should be accredited. But do all the efforts, time and money
invested in accreditation programs paid off with improving patient satisfaction? The goal of this
systematic review is to describe the impact of hospital accreditation on patient satisfaction.

Methods Studies were collected through search process from Online Database of Publication
such as Scopus, Clinicalkey, Proquest, Springerlink, and Emerald Insight and also studies done
as theses on Universty of Indonesia. 327 abstracts were screened and reviewed according
PRISMA protocol.

Results Nine publication reviewed, all were cross sectional studies to understand the effect of
hospital accreditation on patient satisfaction or comparison of patient satisfaction between
accredited and non accredited hospitals. One study conducted in Indonesia showed the main
dimensions necessary to be implemented to increase patient satisfaction/ service quality
perceived by patients. Conclusions: From the studies reviewed, hospital accreditation does not
have direct impact on patient satisfaction. To improve patients satisfaction or good service
quality measured by patients, hospitals should emphasized on human resources factors such as
empathy and professionalism and also process such as responsiveness and reliability to improve
patient satisfaction than only to achieve accreditation status.

Keywords: Hospital Accreditation, Patient Satisfaction, Hospital Certification