Patient/enrollee satisfaction with healthcare and health plan

Abstract

The findings of the present study show that healthier patients, older patients, males, those with a lower level of education, those who perceive system performance to be high and those with lower levels of system usage are more satisfied with both their healthcare and health plan than their opposite counterparts. Regarding the incremental effects of these variables, the most striking finding is the strong, pivotal role of physicians in influencing patient satisfaction with healthcare. In regard to satisfaction with health plan, the extent of the problems that members have had with their health plan has by far the largest statistical influence on their satisfaction with that plan. The effects of other independent variables including the three demographic variables, self‐stated health status, number of visits to doctor’s office or clinic, and issues related to access, though significant, show relatively small statistical influences on overall satisfaction with healthcare and health plan.

Citation

Braunsberger, K. and Gates, R.H. (2002), "Patient/enrollee satisfaction with healthcare and health plan", Journal of Consumer Marketing, Vol. 19 No. 7, pp. 575-590. https://doi.org/10.1108/07363760210451401