This research models the impact of patient perceptions of care quality on overall patient satisfaction in a rural healthcare organization over a three-year time period. The purpose of this paper is to determine if the factors that influence perceptions of service quality change over time and if the change affects overall patient satisfaction.
Data were collected for three fiscal years (2012-2014) using a 36-question, Likert-scaled attitudinal survey. Multiple regression analysis was performed to identify which constructs of five different service quality dimensions were statistically significant in predicting overall patient satisfaction. Paired comparison of means and ANOVA F-tests highlighted significant differences across years and demographics.
Multiple regression models of overall patient satisfaction over a three-year time period had significant repeat variables, indicating salience of the dimensions and constructs of service quality that predict patient satisfaction. However, some dimensions of service quality did not remain significant from one year to another, indicating there may be a gap in the patient service cycle over an extended time frame.
This paper explored the sequential relationship between patient satisfaction survey data and perceptions of service quality over a multi-year time frame. The research focussed on outpatient medical clinics, while the majority of previous studies have focussed on acute care or inpatient stays. A longitudinal study is especially relevant for outpatient clinics where continuity of care is important.
The authors are grateful to Portage Health and Press Ganey for providing the access to their survey results and allowing the authors to extend the work already completed by Press Ganey. The authors would like to thank the following individuals at UP Health Systems Portage: Elizabeth MacInnes, Vice President – Quality Management, Lisa Kaarto and Patient Services Representative; and James Bogan, President, UP Health Systems.
Johnson, D.M., Russell, R.S. and White, S.W. (2016), "Perceptions of care quality and the effect on patient satisfaction", International Journal of Quality & Reliability Management, Vol. 33 No. 8, pp. 1202-1229. https://doi.org/10.1108/IJQRM-08-2015-0121Download as .RIS
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