Patient satisfaction as an indicator of hospital performance in hypertension care: a systematic literature review and managerial implications

Patient satisfaction has evolved from a peripheral measure to a core indicator of hospital performance, particularly in the management of chronic conditions such as hypertension. This systematic literature review synthesizes evidence from 21 studies to explore this critical relationship. Our findings reveal that patient satisfaction is a multidimensional construct, influenced primarily by the quality of interpersonal communication, clinical service efficacy, process efficiency, and the integration of digital health tools. In the context of hypertension care, these factors directly impact long-term medication adherence, self-management behaviors, and ultimately, blood pressure control rates. The analysis demonstrates a bidirectional link: high satisfaction drives patient loyalty and institutional reputation, while effective clinical and operational performance fosters positive patient experiences. Notably, digital transformation through telemonitoring and mobile health applications emerges as a powerful enabler, enhancing both convenience for patients and data-driven insights for providers. However, significant challenges persist, including measurement limitations with generic tools, resource disparities between settings, and difficulties in translating feedback into actionable improvements. Managerial implications are clear: hospitals must strategically embed patient-centered metrics into performance evaluation systems, foster leadership cultures that prioritize experience, and leverage technology for real-time feedback. This review concludes that integrating patient satisfaction into the performance management framework is not merely beneficial but essential for achieving sustainable quality, efficiency, and improved health outcomes in hypertension care and beyond.