Exploring patient satisfaction predictors in relation to a theoretical model

Vigdis Abrahamsen Grøndahl (Department of Nursing, Karlstad University, Karlstad, Sweden and Faculty of Health and Social Studies, Østfold University College, Fredrikstad, Norway)
Marie Louise Hall‐Lord (Department of Nursing, Karlstad University, Karlstad, Sweden and Gjøvik University College, Gjøvik, Norway)
Ingela Karlsson (Department of Nursing, Karlstad University, Karlstad, Sweden)
Jari Appelgren (Department of Economics and Statistics, Karlstad University, Karlstad, Sweden)
Bodil Wilde‐Larsson (Department of Nursing, Karlstad University, Karlstad, Sweden and Department of Nursing, Hedmark University College, Elverum, Norway)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Publication date: 4 January 2013

Abstract

Purpose

The aim is to describe patients' care quality perceptions and satisfaction and to explore potential patient satisfaction predictors as person‐related conditions, external objective care conditions and patients' perception of actual care received (“PR”) in relation to a theoretical model.

Design/methodology/approach

A cross‐sectional design was used. Data were collected using one questionnaire combining questions from four instruments: Quality from patients' perspective; Sense of coherence; Big five personality trait; and Emotional stress reaction questionnaire (ESRQ), together with questions from previous research. In total, 528 patients (83.7 per cent response rate) from eight medical, three surgical and one medical/surgical ward in five Norwegian hospitals participated. Answers from 373 respondents with complete ESRQ questionnaires were analysed. Sequential multiple regression analysis with ESRQ as dependent variable was run in three steps: person‐related conditions, external objective care conditions, and PR (p < 0.05).

Findings

Step 1 (person‐related conditions) explained 51.7 per cent of the ESRQ variance. Step 2 (external objective care conditions) explained an additional 2.4 per cent. Step 3 (PR) gave no significant additional explanation (0.05 per cent). Steps 1 and 2 contributed statistical significance to the model. Patients rated both quality‐of‐care and satisfaction highly.

Originality/value

The paper shows that the theoretical model using an emotion‐oriented approach to assess patient satisfaction can explain 54 per cent of patient satisfaction in a statistically significant manner.

Keywords

Citation

Abrahamsen Grøndahl, V., Hall‐Lord, M., Karlsson, I., Appelgren, J. and Wilde‐Larsson, B. (2013), "Exploring patient satisfaction predictors in relation to a theoretical model", International Journal of Health Care Quality Assurance, Vol. 26 No. 1, pp. 37-54. https://doi.org/10.1108/09526861311288631

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Publisher

:

Emerald Group Publishing Limited

Copyright © 2013, Emerald Group Publishing Limited

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