Archives of Hellenic Medicine

Last update:

13-Jan-2026

Arch Hellen Med, 43(2), March-April 2026, 198-204

ORIGINAL PAPER

Patient satisfaction in healthcare services
A comprehensive analysis of a primary health center in Greece

D. Drosos, A. Goula, S. Ntanos, G. Pierrakos
Department of Business Administration, School of Administrative, Economics and Social Sciences, University of West Attica, Athens, Greece

OBJECTIVE To determine patients' overall satisfaction with the services which they receive from a primary health center in Greece and the factors that influence their satisfaction.

METHOD An electronic structured questionnaire was used for data collection for this research paper. The survey was conducted via simple random sampling from February to April 2024. A total of 350 questionnaires were collected.

RESULTS The results were analyzed using the Multicriteria Satisfaction Analysis (MUSA) model. MUSA is an ordinal regression model based on the principles of multicriteria decision analysis. The research results showed that the average satisfaction index was about 97.92%.

CONCLUSIONS Given the results, measuring patient satisfaction is a strategic tool for a healthcare organization's long-term sustainability and growth.

Key words: Multicriteria analysis, MUSA method, Patient satisfaction, Satisfaction, Services.