The role of clinical and process quality in achieving patient satisfaction in hospitals

Managers constantly struggle with where to allocate their resources and efforts in managing the complex service delivery system called a hospital. In the broadest sense, their decisions and actions focus on two important aspects of health care – clinical or technical medical care that emphasizes ‘what’ the patient receives and process performance that emphasizes ‘how’ health care services are delivered to patients. Here, we investigate the role of leadership, clinical quality, and process quality on patient satisfaction. A causal model is hypothesized and evaluated using structural equation modeling for a sample of 202 U.S. hospitals.