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1 – 10 of over 17000Jafar A. Alasad and Muayyad M. Ahmad
This exploratory study investigated patients’ satisfaction with nursing care at a major teaching hospital in Jordan. A total of 266 in‐patients participated in the study. Patients…
Abstract
This exploratory study investigated patients’ satisfaction with nursing care at a major teaching hospital in Jordan. A total of 266 in‐patients participated in the study. Patients were recruited from the medical, surgical, and gynecological wards. Pearson correlation, one‐way analysis of variance, and logistic regression analyses were used. The findings showed that patients in surgical wards had lower levels of satisfaction than patients in medical or gynecological wards. Gender, educational level, and having other diseases were significant predictors for patients’ satisfaction with nursing care. Methodological challenges, implications to nursing practice, and recommendations to nursing research are discussed.
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Joseph S. Guarisco and Stefoni A. Bavin
The purpose of this paper is to provide a case study testing the Primary Provider Theory proposed by Aragon that states that: disproportionate to any other variables, patient…
Abstract
Purpose
The purpose of this paper is to provide a case study testing the Primary Provider Theory proposed by Aragon that states that: disproportionate to any other variables, patient satisfaction is distinctly and primarily linked to physician behaviors and secondarily to waiting times.
Design/methodology/approach
The case study began by creating incentives motivating physicians to reflect and improve behaviors (patient interactions) and practice patterns (workflow efficiency). The Press Ganey Emergency Department Survey was then utilized to track the impact of the incentive programs and to ascertain any relationship between patient satisfaction with the provider and global patient satisfaction with emergency department visits by measuring patient satisfaction over an eight quarter period.
Findings
The findings were two‐fold: firstly, the concept of “pay for performance” as a tool for physician motivation was valid; and secondly, the impact on global patient satisfaction by increases in patient satisfaction with the primary provider was significant and highly correlated, as proposed by Aragon.
Practical implications
These findings can encourage hospitals and physician groups to place a high value on the performance of primary providers of patient care, provide incentives for appropriate provider behaviors through “pay for performance” programs and promote physician understanding of the links between global patient satisfaction with physician behaviors and business growth, malpractice reduction, and other key measures of business success.
Originality/value
There are no other case studies prior to this project validating the Primary Provider Theory in an urban medical center; this project adds to the validity and credibility of the theory in this setting.
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Daniel P. Kessler and Deirdre Mylod
This paper aims to investigate how patient satisfaction affects propensity to return, i.e. loyalty.
Abstract
Purpose
This paper aims to investigate how patient satisfaction affects propensity to return, i.e. loyalty.
Design/methodology/approach
Data from 678 hospitals were matched using three sources. Patient satisfaction data were obtained from Press Ganey Associates, a leading survey firm; process‐based quality measures and hospital characteristics (such as ownership and teaching status) and geographic areas were obtained from the Centers for Medicare and Medicaid Services. The frequency with which end‐of‐life patients return to seek treatment at the same hospital was obtained from the Dartmouth Atlas. The study uses regression analysis to estimate satisfaction's effects on patient loyalty, while holding process‐based quality measures and hospital and market characteristics constant.
Findings
There is a statistically significant link between satisfaction and loyalty. Although satisfaction's effect overall is relatively small, contentment with certain hospitalization experience may be important. The link between satisfaction and loyalty is weaker for high‐satisfaction hospitals, consistent with other studies in the marketing literature.
Research limitation/implications
The US hospitals analyzed are not a random sample; the results are most applicable to large, non‐profit teaching hospitals in competitive markets.
Practical implications
Satisfaction ratings have business implications for healthcare providers and may be useful as a management tool for private and public purchasers.
Originality/value
The paper is the first to show that patient satisfaction affects actual hospital choices in a large sample. Because patient satisfaction ratings are also correlated with other quality measures, the findings suggest a pathway through which individuals naturally gravitate toward higher‐quality care.
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Aradhana Bhargava, Archana Thakur, Bibhabati Mishra, Juhi Taneja, Vinita Dogra and Poonam Loomba
Measuring patient satisfaction plays an increasingly important role in the growing push toward healthcare provider accountability. This study seeks to evaluate G.B. Pant Hospital…
Abstract
Purpose
Measuring patient satisfaction plays an increasingly important role in the growing push toward healthcare provider accountability. This study seeks to evaluate G.B. Pant Hospital (a North Indian tertiary care centre) patient satisfaction with clinical laboratory services.
Design/methodology/approach
A total of 100 out‐ and in‐patients were randomly selected and interviewed about microbiological services using a standard format, a method which can be easily used to compare patient satisfaction with laboratory services elsewhere.
Findings
Patients represented all age groups: females and males were balanced. Few were from poor socio‐economic backgrounds. Patients do not have problems getting tests done, but the laboratory's inconvenient location caused dissatisfaction. Patients do not have problems communicating with staff, but medical terms are not understood by patients. Hospital cleanliness needs improving, especially toilets, which causes the most patient dissatisfaction. Hospital staff were deemed highly competent and judged to give excellent technical help to patients. The questionnaire's financial subscale shows 100 per cent satisfaction because all tests in the microbiology department are free. The overall satisfaction with services stood at 83 per cent. Satisfaction scores for G.B. Pant Hospital appear to be satisfactory.
Research limitations/implications
This study does not compare patient satisfaction in two or more hospitals and findings may not be generalisable.
Practical implications
Patient satisfaction surveys are the best way to identify deficiencies and improve hospital services. Repeating studies at six monthly intervals is a useful managerial intervention aimed at delivering and maintaining quality healthcare.
Originality/value
This laboratory satisfaction survey is the first of its kind for government hospitals in India. The survey revealed a positive feedback and helped to identify the areas of concern along with estimating the patient satisfaction scores. This is the best way to identify the areas of deficiencies and improving the services provided by the hospital. The authors feel that repeating such studies at a regular interval of six months would be a useful guide for the managerial interventions.
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Nesreen A. Alaloola and Waleed A. Albedaiwi
As one of the healthcare organizations striving to reach optimum quality level, King Abdulaziz Medical City staff believed that knowing the patients' service perspective is one…
Abstract
Purpose
As one of the healthcare organizations striving to reach optimum quality level, King Abdulaziz Medical City staff believed that knowing the patients' service perspective is one core service quality indicator. This article aims to spotlight the level of patient satisfaction or dissatisfaction in one Riyadh tertiary centre.
Design/methodology/approach
Cross‐sectional survey involving 1983 inpatient, outpatient and emergency care patients at King Abdulaziz Medical City, Riyadh using a self‐developed patient satisfaction questionnaire.
Findings
There was a significant satisfaction with room comfort (88.5 percent), room temperature (78.1 percent), room call button system (87.9 percent), room cleanliness (79.6 percent) and respectful staff (87.4 percent). Patients were significantly dissatisfied with phlebotomists not introducing themselves (74 percent), not explaining procedures (57.2 percent) and physicians not introducing themselves (59.1 percent).
Research limitations/implications
Only the overall satisfaction dimensions were studied in a socio‐demographic context. Not every service was studied separately, so the patients' answers may not represent the hospital.
Practical implications
It is recommended that service standards in the areas in which patients were significantly dissatisfied should be raised by involving senior leaders. Areas for which patients were significantly satisfied will need to be sustained or even improved.
Originality/value
So far no similar service quality and patient satisfaction based studies from Saudi health care systems are reported in international peer reviewed journals.
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Rosita Jamaluddin, Nurul Aqmaliza Abd Manan, Aina Mardiah Basri and Muhd Shahrim Ab Karim
The purpose of this paper is to determine patients' satisfaction with the bulk trolley food service system and the effect of the system on energy and protein intakes.
Abstract
Purpose
The purpose of this paper is to determine patients' satisfaction with the bulk trolley food service system and the effect of the system on energy and protein intakes.
Design/methodology/approach
An interview‐based questionnaire was used to measure patients' satisfaction (n=70) with the hospital food services. Dietary intake of hospital food was determined through one‐day weighed food intake survey and a food record for non‐hospital food.
Findings
The majority of the patients (98.6 per cent) were satisfied and 1.4 per cent was very satisfied with the food service. Energy (kcal) and protein (g) intakes from hospital food were higher than that of outside food (p<0.05). However, most patients did not obtain their full energy and protein requirements from the hospital food provided. Four food service dimensions were found to be significantly correlated with patients' overall satisfaction (p<0.05).
Research limitations/implications
The questionnaire was adapted from the study by Capra et al. and modified to suit the local food service system, thus the application may be context‐specific. The instrument did not measure factors that influence hospital food consumption, nor did it differentiate between the acceptability of different kinds of food. Also a comparison of patients' acceptance between the plated and bulk trolley system was not conducted in this study.
Practical implications
The results of the study can be used as a basis for decision making and for future planning of the food service system. The findings prompt analytical comparison, between the bulk trolley, and plated systems, in determining patients' preference, and to increase food intake.
Originality/value
Patient satisfaction surveys are regularly conducted in the country but none had ever studied the effectiveness of the bulk trolley system in relation to patients' satisfaction. The findings are noteworthy and, compared with the past literature review, the difference in the way the system is carried out in the country may be the contributing factor regarding patients' satisfaction system.
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Brian A. Costello, Thomas G. McLeod, G. Richard Locke, Ross A. Dierkhising, Kenneth P. Offord and Robert C. Colligan
The purpose of this research is to determine whether a pessimistic or hostile personality style adversely affects satisfaction with out‐patient medical visits. Many patient and…
Abstract
Purpose
The purpose of this research is to determine whether a pessimistic or hostile personality style adversely affects satisfaction with out‐patient medical visits. Many patient and health care provider demographic characteristics have been related to patient satisfaction with a health care encounter, but little has been written about the association between patients' personality characteristics and their satisfaction ratings.
Design/methodology/approach
An eight‐item patient satisfaction survey was completed by 11,636 randomly selected medical out‐patients two to three months after their episode of care. Of these, 1,259 had previously completed a Minnesota Multiphasic Personality Inventory (MMPI). The association of pessimism and hostility scores with patient satisfaction ratings was assessed.
Findings
Among patients who scored high on the pessimism scale, 59 percent rated overall care by their physicians as excellent, while 72 percent with scores in the optimistic range rated it as excellent (p=0.003). Among the hostile patients, 57 percent rated their overall care by physicians as excellent, while 66 percent of the least hostile patients rated it as excellent (p=0.002).
Originality/value
Pessimistic or hostile patients were significantly less likely to rate their overall care as excellent than optimistic or non‐hostile patients.
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Sheikh Basharul Islam, Suhail Ahmad Bhat, Mushtaq Ahmad Darzi and Syed Owais Khursheed
Community health centres (CHCs) play a vital role in healthcare service delivery in rural India and act as a crucial link between the primary and tertiary healthcare systems. The…
Abstract
Purpose
Community health centres (CHCs) play a vital role in healthcare service delivery in rural India and act as a crucial link between the primary and tertiary healthcare systems. The rural population in the union territory of Jammu and Kashmir primarily depends on CHCs for healthcare services due to the scarcity of private healthcare infrastructure and the lack of access to tertiary hospitals. The purpose of this study is to analyse the impact of management capability, staff competence, waiting time and patient satisfaction on revisit intention among patients visiting CHCs for care needs. It further examines the mediational role of patient satisfaction between antecedents of patient satisfaction and revisit intention.
Design/methodology/approach
A survey by questionnaire was used to collect data from 318 inpatients and outpatients visiting CHCs. Partial least square-structural equation modelling was performed with the help of SmartPLS 3 software to evaluate the causal relationships between variables.
Findings
The findings of the study ascertain that staff competence and waiting time are strong predictors of patient satisfaction while management capability was reported as an insignificant factor. Patient satisfaction significantly affects revisit intention and successfully mediates the impact of management capability, staff competence and waiting time on revisit intention.
Originality/value
CHCs play a significant role in bridging the gap between primary healthcare and tertiary healthcare and in delivering healthcare services to the vast rural population in India. This study necessitates the active participation of management to ensure the smooth functioning of CHCs. There is a need to provide adequate staff and necessary infrastructural facilities to reduce the treatment waiting time.
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Ngatindriatun Ngatindriatun, Muhammad Alfarizi and Tika Widiastuti
This study aims to analyze the influence of the dimensions of Sharia hospital service standards, religiosity commitment and trust of Muslim patients on attitudes and satisfaction…
Abstract
Purpose
This study aims to analyze the influence of the dimensions of Sharia hospital service standards, religiosity commitment and trust of Muslim patients on attitudes and satisfaction, as well as the implications of loyalty.
Design/methodology/approach
This study was carried out by analyzing data obtained from a survey with purposive sampling techniques with 425 patients in an Indonesian-certified Sharia hospital and analyzing it using partial least squares structural equation modeling software to test the path modeling and the relationship between the instruments.
Findings
This study shows that hospital amenities, doctor’s services, nurses’ services, health-care technicalities and hospital environmental and administrative behavior affect patient satisfaction. In addition, religiosity and trust in encouraging patient attitudes determine patient satisfaction. High satisfaction points will increase loyalty to Sharia hospitals.
Research limitations/implications
This study encourages managers to maximize the quality of humanist Islamic medical services and the infrastructure of comfortable facilities. In addition, hospitals need to improve their holistic atmosphere, technical services and administrative behavior so that they can become essential value for hospital marketing – the development of competence and ethical behavior of health workers through various training programs internally and externally.
Originality/value
This study presents the determination of Sharia hospital service standards accompanied by a commitment to religiosity and trust as a psychological perspective of Muslim patients on attitudes and satisfaction and its implications on the brand loyalty of Indonesian Sharia hospitals that have been officially certified.
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Stephen C. Trumble, Mark L. O'Brien, Matthew O'Brien and Bronwyn Hartwig
The purpose of this paper is to examine changes in patients' satisfaction after their doctor has participated in a brief educational intervention on medicolegal risk management.
Abstract
Purpose
The purpose of this paper is to examine changes in patients' satisfaction after their doctor has participated in a brief educational intervention on medicolegal risk management.
Design/methodology/approach
Questionnaire completed by ambulatory patients, measuring satisfaction with their doctor's communication skills before and three months after the doctor participated in a three hour workshop on medicolegal risk management. 75 obstetrician/gynaecologists (O&Gs) and 99 general practitioners (GPs) were each rated by 60 of their patients following a consultation in their clinical rooms.
Findings
Patient satisfaction as evidenced by change to “complete satisfaction” with doctor's communication skills and overall satisfaction with the clinical encounter.
Practical implications
Participants had high initial patient satisfaction ratings and these were found to have improved across all parameters three months after the educational intervention.
Originality/value
The educational intervention was successful in improving doctors' communication skills as evidenced by enhanced patient satisfaction in all key areas, including those most frequently associated with patient complaint, litigation and adverse outcome.
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