In contrast to previous, classical patient satisfaction surveys via telephone or other media with (direct) interviewer contact, our patient satisfaction measurement via rating platforms in Web 2.0 enables the collection of a more undistorted opinion. The willingness to express complaints increases in the anonymity of the Internet, because the patient has no need to hide his honest opinion for reasons of politeness, fear of an unpleasant situation or violation of the sensitive doctor-patient relationship.
Patient satisfaction is examined under several aspects. Among other things, health insurance membership is important. Here it is assumed that the individual experiences of private and statutory health insurance patients differ. It is also assumed that the assessment criteria (including "waiting time" and "treatment time") are assigned different relevance depending on the type of insurance. This is accompanied by the assumption that private patients are exposed to shorter waiting times. In addition to the cash-specific aspects, data on age and gender provide information on complaint behaviour and patient satisfaction: it is assumed that men have higher patient satisfaction and that complaints about medical services increase with age.
Another special aspect of our research project is the consideration of regional satisfaction indicators (quality of life, level of income, employment rate) within a country in the investigation of patient complaint behaviour. To what extent does the regional origin shape the complaint behaviour? Are people from happier regions more willing to complain than people from other, less happy regions? Consideration of such factors that affect patient complaint behaviour but have nothing to do with treatment quality per se is essential in order to draw correct conclusions from the measured patient satisfaction.