Patients' and Professionals' Differing Perspectives on Healthcare Management

Abstract

Background: Patient satisfaction, acknowledged as a key quality measure since the 1960s, impacts adherence, healthcare use, and outcomes. In parallel, healthcare professional satisfaction has gained importance in quality care frameworks, especially with the Institute for Healthcare Improvement’s quadruple aim. While patients and professionals share the goal of high-quality care, their perceptions often differ due to contrasting experiences and expectations. In Spain, Mutual Collaborators with Social Security (MCSS) provide a unique healthcare model covering work-related risks, where insights into satisfaction and quality perceptions can reveal areas for improvement in occupational healthcare services.
Methods: A routine patient satisfaction and professional quality evaluations within MCSS-affiliated facilities, including hospitals and outpatient centers. Annual surveys from patients and professionals covered multiple quality categories, including treatment, care coordination, and diagnostics. Concordance between patient and professional assessments was analyzed using Kendall's W, while category scores were standardized for comparison. External experts validated survey categories for consistency in cross-group analysis.
Results: Response rates for professional and patient surveys varied by month, with professionals consistently reporting moderate agreement levels (Kendall's W ranging from 0.361 to 0.622). Comparative analysis showed that patients rated all categories more favorably than professionals, with treatment and trust-based healthcare rated highest by both groups. Over time, professionals' scores for facility resources increased, reflecting perceived improvements. Some categories, such as care continuity, demonstrated variable alignment between patients and professionals, highlighting areas for targeted improvement.
Conclusion: Differences in patient and professional perspectives within MCSS indicate strengths in patient satisfaction but underscore a need for better alignment in perceived healthcare quality aspects, particularly regarding treatment continuity and facility resources. Addressing these perception gaps through integrated quality improvement initiatives can enhance patient-centered care in occupational healthcare settings. This study highlights the value of systematic feedback from both patients and professionals to drive healthcare improvements.