Background: Satisfaction with the healthcare becomes a dependent variable of researchersÂ’ interest and being used to anticipate results of health care including compliance and adherence to the health advice and repeated visits to hospitals. Objective: The aim of this study was to analyze how readmitted patients rate quality of healthcare. Methods: In this research of randomized control trial type, a selected sample of 1000 users of hospital health care (patients, adults) in hospitals and university clinical centers in Federation of Bosnia and Herzegovina was used in the period March - June 2005. Patients were selected in hospitals and clinical centers using free choice method and surveyed immediately after they had received healthcare. Surveyors were specially educated to use the same methodology for data collection and methods for consolidation. Results and Discussion: Statistically significant differences were found for following variables: privacy about diagnosis (p=0,028), physician proficiency (p=0,046), nurse proficiency (p=0,038) and provided maximal care (p=0,028). Experience or satisfaction of patients is just one part of the quality of health care. The research proved that the health system does not have adequate guidelines, protocols, procedures that would be the standard to which health professionals and patients could refer and on the basis of which the health system could be continuously evaluated. Person-centered healthcare provides what every patient wants: respect, understanding, fairness, good communication with the medical staff, accurate and timely information, privacy, expertise of health professionals, comfort of the service environment, satisfaction and good treatment results. Conclusion: The best health care always involves the willingness of health professionals to meet the needs of the patients and achieve their goals. Also, it is difficult to talk about quality improvement if there are no systemic solutions in the healthcare system.
Key words: patient satisfaction, re-hospitalization, quality of healthcare.
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