SEEING IS UNDERSTANDING: EVALUATING THE ROLE OF PATIENT DAILY BOARD IN IMPROVING COMMUNICATION AND SATISFACTION IN HOSPITAL WARDS

Abstract

Although hospitals have provided various information exchange tools, inpatient patient satisfaction remains suboptimal. This study aims to evaluate the role of communication and patient daily boards in improving patient satisfaction and to map service improvement priorities using Importance–Performance Map Analysis (IPMA). This study employed a quantitative design with a survey approach involving 200 inpatients. Data were analyzed using Partial Least Squares– Structural Equation Modeling (PLS-SEM) to examine structural relationships between variables, and IPMA to identify areas of performance and strategic importance. The inner model results showed that patient daily boards significantly influenced information exchange (β = 0.784; p < 0.001) and patient understanding (β = 0.160; p = 0.003). Information exchange also had a significant and strong influence on patient understanding (β = 0.738; p < 0.001). However, neither information exchange (β = 0.078; p = 0.614) nor patient daily boards (β = –0.028; p = 0.856) showed a significant effect on patient satisfaction. Mediation analysis confirmed that information exchange significantly mediated the relationship between patient daily boards and patient understanding (β = 0.579; p < 0.001), but not patient satisfaction. The R-squared value indicated high explanatory power for communication (R² = 0.615) and patient understanding (R² = 0.756), but very low for patient satisfaction (R² = 0.004). IPMA results position communication as a construct with high importance and performance that needs to be maintained, while patient daily boards require optimization strategies to make a more meaningful contribution to the overall patient experience.