The purpose of this study was to identify factors associated with Thai women's satisfaction with health care services received during intrapartum in a regional hospital in the southern part of Thailand. The specific aims were to: (a) evaluate the level of patient satisfaction with health care services received during intrapartum, and (b) determine whether patient background factors, stress, and structure, process, and outcomes of care predict patient satisfaction with health care services. A cross-sectional design was used. The sample consisted of 525 postpartum women who gave birth during December 2000 through February 2001 at Hat Yai Hospital. Three questionnaires were used in this study including the Demographic Characteristics and History of Pregnancy and Intrapartum Questionnaire, the Patient Satisfaction with Health Care Services Questionnaire, and the Perceived Stress Scale. These questionnaires were administered to the postpartum women 12 hours after delivery. Data also were collected via retrospective chart review of mothers' and newborns' hospital records.
The majority of the postpartum women were moderately satisfied with health care services, but more than 10% were dissatisfied with health care services. Stress, structure, process, and outcome of care influenced patient satisfaction with health care services. The probability of patient satisfaction with pain control was predicted by partner status, previous childbirth experience, general environment, continuity of care from the nurse, and trusting relationship with the nurse. The probability of satisfaction with the childbirth experience was predicted by mothers' complications during intrapartum, time spent in the labor and delivery unit, housekeeping, continuity of care from the nurse, and educational relationship. The probability of satisfaction with childbirth care was predicted by educational level, planned vs. unplanned pregnancy, gestational age, babies' complications during intrapartum, technical care by the doctor, and stress. The findings of this study will have implications for hospital administration, nursing practice, nursing education, and research. By understanding potential predictors of patient satisfaction with the intrapartum care, the quality of health care services from the patients' perspective could be improved and better meet patients' needs.