Issues pertaining to the conceptualization, measurement and operationalization of the concept of patient satisfaction are reviewed. Based on this review, the paper calls for further development in this concept.
This article has been cited by other articles in PMC. Abstract Over the past 20 years, patient satisfaction surveys have gained increasing attention as meaningful and essential sources of information for identifying gaps and developing an effective action plan for quality improvement in healthcare organizations.
However, there are very few published studies reporting of the improvements resulting from feedback information of patient satisfaction surveys, and in most cases, these studies are contradictory in their findings.
This article investigates in-depth a number of research studies that critically discuss the relationship of dependent and independent influential attributes towards overall patient satisfaction in addition to its impact on the quality improvement process of healthcare organizations.
Recently, the healthcare regulators shifted towards a market -driven approach of turning patient satisfaction surveys into a quality improvement tool for overall organizational performance. The literature also focuses on measurement tools Patient satisfaction research paper patient satisfaction.
Methodology and Search strategy Two methods were used as search strategies. The first was keywords and the second is called the snowball search method.
Recent studies published in the last 15 years, from until and those written only in English were selected. The research studies included satisfaction surveys of patients who have been hospitalized or patients visiting the out-patient departments within tertiary hospitals in different foreign countries.
The research empirically excluded all patient satisfaction surveys related to ambulatory care centers, specific departments or specialties. The outcome of the research study was 29 articles that appeared to be highly relevant to the subject under investigation.
The concept of patient satisfaction There is no consensus between the literatures on how to define the concept of patient satisfaction in healthcare. Jenkinson C et al.
The quantitative approach provides accurate methods to measure patient satisfaction. Standardized questionnaires either self-reported or interviewer-administrated or by telephone have been the most common assessment tool for conducting patient satisfaction studies.
Secondly, there are quite a number of publically and standardized instruments such as patient satisfaction questionnaires; PSQ and consumer assessment health plans CAHPS. Such instruments have the advantage of good reliability and validity; however, offer limited scope of survey questions.
One critical literature review on survey instruments and other existing studies ascertained that the plethora of survey instruments measuring patient satisfaction in healthcare industries is heartening; however, core instruments need to be standardized and there needs to be centralized uniform information collection.
In order to understand various factors affecting patient satisfaction, researchers have explored various dimensions of the perceived service quality, as meaningful and essential measures of patient perception of healthcare quality. Two studies, one conducted in Scotland whereby patients discharged from four acute care general hospitals during February and Marchand the second study was conducted in 32 different large tertiary hospitals in the USA; both showed that male patients, patients older than 50 years of age, patients who had a shorter length of stay or better health status and those with primary level education had higher scores related to variable health service-related domains.
These aspects of nursing care are highly ranked by patients compared to other independent factors such as physician care, admission process, physical environment and cleanliness. The researchers also found that the courtesy and respect of healthcare providers impact more on patient satisfaction while communication and explanation are the second most important aspect.
While three other studies found that interpersonal communication skills of physicians in terms of their attitude, explanation of conditions, level of care, emotional support, respect for patient preferences and involving patients in decision making were more influential factors than clinical competence and hospital tangibles on patient satisfaction.
The results showed that each of these hospitals introduced a variety in the range of quality improvement initiatives that address different aspects of care.
Patient evaluation of care is important to provide opportunity for improvement such as strategic framing of health plans, which sometimes exceed patient expectations and benchmarking. The advantages of patient satisfaction surveys rely heavily on using standardized, psychometrically tested data collection approaches.
Therefore, a standardized tool needs to be further developed and refined in order to reflect positively on the main goals of patient satisfaction survey. This literature review provides a comprehensive understanding of determinants of patient satisfaction either dependent or in-dependent variables, and compares the magnitude of the effects of various independent healthcare dimensions on overall patient satisfaction.
There was a common salient determining factor between the studies which was interpersonal skills in terms of courtesy, respect by healthcare providers in addition to communication skills, explanation and clear information, which are more essential and influential than other technical skills such as clinical competency and hospital equipment.
Although feedback from patient satisfaction surveys is an established yardstick for healthcare quality improvement plans, they are still not being systematically and extensively utilized for developing improvement initiatives.
Furthermore, it is agreed that a patient satisfaction questionnaire is considered to be a significant quality improvement tool; therefore, detailed description of the different questionnaires that have been used to assess patient satisfaction surveys will be discussed extensively in a separate study.
Finally, this review of various elements of patient satisfaction ranging from its measurement, predictors for improving overall patient satisfaction and impact of collecting patient information to build up strategic quality improvement plans and initiatives has shed light on the magnitude of the subject.Patient Satisfaction Surveys SullivanLuallin Group Patient Survey Program SullivanLuallin Group conducts a reliable turn-key survey process on your timetable, at an affordable price.
In order to develop an effective intervention programme to improve patient satisfaction, more specific research outcomes are needed. This study utilized data collected between January and June from 32 hospitals representing a large, national private not-for-profit hospital system.
Abstract. The purpose of the quantitative, ex post facto, correlational research study was to describe a relationship between rural allied health care mean customer satisfaction scores and allied health care departments’ generation of revenue for a hospital. Introduction The purpose of this research is to evaluate the importance of nurse-patient interactions and their importance in patient satisfaction and the following recovery period.
This research is a simple explanatory mixed study that will both take into account the .
Patient Satisfaction Surveys and Quality of Care: An Information Paper & Medicare Services and the Agency for Healthcare Research paper on patient satisfaction and clinical quality of care.
This work was reviewed by the ACEP Board of Directors.
Patient satisfaction is receiving greater attention as a result of the rise in pay-for-performance (P4P) and the public release of data from the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. This paper examines the relationship between nursing and patient.