Although the extant literature on patient safety
is rich, few studies have specifically examined safety from the patient perspective. In addition, little is known about how patients decide whether they are safe or satisfied with their care. From a foundation of attribution theory, we suggest that patients may interpret service quality lapses as risks to their safety, and this will influence their evaluations of their care.
The aim of this study was to examine the relationships among service quality, patient safety
perceptions, and patient satisfaction
by testing a model that hypothesized a mediating role for patient safety
Acute care patients with recent inpatient visits at three hospitals were surveyed (Hospital 1, n
= 486; Hospital 2, n
= 279; Hospital 3, n
= 231) to examine the relationships among service quality, safety, and satisfaction.
Analysis found that patient safety
perceptions partially mediated the relationship between service quality and satisfaction in Hospital 1 and fully mediated the relationship in the Hospitals 2 and 3. Thus, patient safety
perceptions explained the relationship between service quality and satisfaction. Consistent with previous research, patients who reported service quality problems perceived risks to their safety.
Although practitioners focus heavily on the technical aspects of care, this study suggests that it would be worthwhile to pay closer attention to how patients evaluate processes of care, in particular, the processes they may use to infer their safety in the hospital.