In recent times, the increasing healthcare spending due to the rising health awareness signifies the importance of identifying the appropriate factors that influence patient satisfaction, weight assignment to these factors, and measurement of patient satisfaction becomes important. However, devising a robust objective weighting method for weight assignment of the factors and an analytical method for determining patient satisfaction scores has not been paid enough attention. Motivated by these issues, this work focuses on devising a robust objective weighting method for weight assignment of the factors that influence patient satisfaction, an analytical method for determining patient satisfaction, and real-life implementation. We first propose a joint weighting methodology to allocate the weights to the factors by integrating the weights determined by different objective weighting methods, namely, mean weight, SD, entropy, criteria importance through intercriteria correlation, and preference selection index-based approaches. Next, using the weights of these factors, we design a modified weighted aggregated sum product assessment method to determine a single patient satisfaction score by integrating the scores obtained from the weighted sum model and the weighted product model. The proposed methodology is applied to a real-world dataset provided by a large healthcare provider and diagnostic clinic in Kolkata, India, to exhibit the real-life implementation. The theoretical insights obtained through non-parametric tests highlight the significant difference between joint weighting-based and single weighting-based methods. The context-specific insights signify that the patients suffering from arthritis and hyperlipidaemia exhibit lower satisfaction. Also, the patients suffering from dengue express lower satisfaction than the patients suffering from malaria. Additionally, the healthcare provider should focus on improving the service quality of the departments such as ophthalmology, ENT, and dietician.

中文翻译：

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用于测量患者满意度的联合加权和修正加权汇总和产品评估方法：来自印度医疗保健的证据

近年来，由于健康意识的提高而导致的医疗保健支出增加意味着确定影响患者满意度的适当因素的重要性，这些因素的权重分配以及患者满意度的测量变得重要。然而，为因素的权重分配设计一种稳健的客观加权方法和用于确定患者满意度得分的分析方法尚未得到足够的重视。受这些问题的启发，这项工作的重点是设计一种稳健的客观加权方法，用于对影响患者满意度的因素进行权重分配，一种确定患者满意度的分析方法以及现实生活中的实施。我们首先提出了一种联合加权方法，通过整合由不同客观加权方法确定的权重，即平均权重、SD、熵、通过标准间相关性的标准重要性和基于偏好选择指数的方法，将权重分配给因素。接下来，使用这些因素的权重，我们设计了一种改进的加权聚合和乘积评估方法，通过整合从加权和模型和加权乘积模型中获得的分数来确定单个患者满意度得分。将所提出的方法应用于印度加尔各答的一家大型医疗保健提供者和诊断诊所提供的真实数据集，以展示真实的实施。通过非参数测试获得的理论见解突出了基于联合加权和基于单一加权的方法之间的显着差异。特定背景的见解表明患有关节炎和高脂血症的患者表现出较低的满意度。此外，登革热患者的满意度低于疟疾患者。此外，医疗保健提供者应重点提高眼科、耳鼻喉科、营养师等科室的服务质量。