A Comparative Study of Seven Measures of Patient Satisfaction

Ross, Caroline K.; Steward, Colette A.; Sinacore, James

doi:10.1097/00005650-199504000-00006

Cited by 218 publications

(130 citation statements)

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“…Many of the prior studies were exploratory in nature, trying to identify a standardized structure for measuring satisfaction. [6][7][8][9][10] Most surveys that have been developed and validated are aimed at specific areas of care such as satisfaction with medical services, devices for medication administration, and routes of medication administration, but not satisfaction with medications. For example, studies have compared satisfaction with pharmacological vs nonpharmacological treatments for hypertension, oral vs topical vs implantation treatments for erectile dysfunction, inhalers for treatment of asthma, medical care received from health care providers, and surgical outcomes.…”

Section: Introductionmentioning

confidence: 99%

Patient satisfaction with antihypertensive therapy

et al. 2005

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The objective of the study was to assess factors associated with treatment satisfaction among patients receiving antihypertensive therapy. A weighted crosssectional online survey was conducted with hypertensive patients participating in a chronic disease panel in the US. Patients on monotherapy with medications from the following classes were identified: ACE inhibitors (ACEIs), angiotensin receptor blockers (ARBs), beta blockers (BBs), calcium channel blockers (CCBs), and diuretics. The control group included patients without treatment. Pairwise comparisons between groups were conducted for factors that may affect patients' satisfaction. The study population had a mean age of 54.7714.2 years and was 56.7% female. Participants with blood pressure (BP) controlled to JNC 7 guidelines were more satisfied with their medication than those with uncontrolled BP (90.3 vs 71.5%, Po0.05). Patients who had not experienced adverse events had higher satisfaction than patients experiencing adverse events (90.9 vs 75.8%, Po0.05). The most frequently self-reported adverse events were frequent urination, sexual dysfunction, and fatigue ranging from 7.0 to 9.6% across classes. The adverse event rates differed by class and were lowest among the ARBs. Patients on ARBs were the most likely to have switched from a previous antihypertensive class as compared to other classes (57.1% ARBs vs 49.8% ACEIs, 38.7% diuretics, 36.3% CCBs, and 31.7% BBs). Physician recommendation was the most common reason for switching. In conclusion, the ability to effectively treat hypertension depends upon a patient's satisfaction with antihypertensive therapy, which may be improved by achieving BP control and minimizing the occurrence of adverse events.

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Section: Introductionmentioning

confidence: 99%

Patient satisfaction with antihypertensive therapy

et al. 2005

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“…3,5,10,1319,22,32 It is commonly observed that the levels of satisfaction expressed are generally rather high, simply endorsing in many cases the status quo. 9,16,18,23 In some studies, the situation of being older or sicker is associated with a so-called "acquiescent response bias". 23 Other studies, on the other hand, demonstrate a dissociation of gender and age as factors correlated to consistently positive answers.…”

Section: Discussionmentioning

confidence: 99%

“…9,16,18,23 In some studies, the situation of being older or sicker is associated with a so-called "acquiescent response bias". 23 Other studies, on the other hand, demonstrate a dissociation of gender and age as factors correlated to consistently positive answers. The present study tries to demonstrate that even when a very strong positive (satisfied) answer is observed, it is possible to get decisive information from the survey data, using DA.…”

Section: Discussionmentioning

confidence: 99%

“…10 Other studies 23 point out that an adequate survey should at least measure the access to health care and its availability, the technical quality of the services, interpersonal relationships, financial aspects, and communication.…”

Section: Discussionmentioning

confidence: 99%

“…In an extensive series of instruments studied, [2][3][4]15,23 the rate of response is often mentioned as a methodological hindrance. This parameter varied extensively (from 27% to 96% in a series of revisions).…”

Section: Discussionmentioning

confidence: 99%

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The role of discriminant analysis in the refinement of customer satisfaction assessment

Verdessi¹,

Jara²,

Fuentes³

et al. 2000

Rev. Saúde Pública

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OBJECTIVE: To test discriminant analysis as a method of turning the information of a routine customer satisfaction survey (CSS) into a more accurate decision-making tool. METHODS: A 7-question, 10-multiple choice, self-applied questionnaire was used to study a sample of patients seen in two outpatient care units in Valparaíso, Chile, one of primary care (n=100) and the other of secondary care (n=249). Two cutting points were considered in the dependent variable (final satisfaction score): satisfied versus unsatisfied, and very satisfied versus all others. Results were compared with empirical measures (proportion of satisfied individuals, proportion of unsatisfied individuals and size of the median). RESULTS: The response rate was very high, over 97.0% in both units. A new variable, medical attention, was revealed, as explaining satisfaction at the primary care unit. The proportion of the total variability explained by the model was very high (over 99.4%) in both units, when comparing satisfied with unsatisfied customers. In the analysis of very satisfied versus all other customers, significant relationship was identified only in the case of the primary care unit, which explained a small proportion of the variability (41.9%). CONCLUSIONS: Discriminant analysis identified relationships not revealed by the previous analysis. It provided information about the proportion of the variability explained by the model. It identified non-significant relationships suggested by empirical analysis (e.g. the case of the relation very satisfied versus others in the secondary care unit). It measured the contribution of each independent variable to the explanation of the variation of the dependent one.

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Association of Dissatisfaction With Care and Psychiatric Morbidity With Poor Treatment Compliance

Renzi¹,

Picardi²,

Abeni³

et al. 2002

Arch Dermatol

214

203

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Longitudinal study. Quality of life and psychological well-being were measured before the dermatologic visit with a self-completed questionnaire. Telephone interviews were performed 3 days and 4 weeks after the visit to evaluate patient satisfaction and medication adherence, respectively. Setting: Outpatient clinics of a large dermatologic hospital in Rome, Italy. Patients: A total of 1389 outpatients were contacted and 722 (52%) agreed to participate. Among them, 424 responded to the inclusion criteria and were enrolled in the study. Of these, 396 (93%) completed the telephone interviews. Main Outcome Measure: Self-reported compliance with dermatologic treatment. Results: The dermatologists' prescriptions were not exactly followed by 44% of patients. In multiple logistic regression analysis, treatment adherence was strongly associated with complete satisfaction. Poor quality of life on the emotions scale (indicating mainly high levels of shame and embarrassment) was also associated with medication adherence. On the contrary, a strong negative association was observed between psychiatric morbidity and compliance. Conclusions: This is the first longitudinal study on dermatologic patients showing that dissatisfaction with care and psychiatric morbidity are significantly and independently associated with poor medication adherence. To improve medication adherence, particular attention should be dedicated to the physician's interpersonal skills, which emerged as a major component of patient satisfaction. Moreover, our results highlight the need for a timely identification and appropriate management of psychiatric disorders in everyday dermatologic practice.

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A Comparative Study of Seven Measures of Patient Satisfaction

Cited by 218 publications

References 0 publications

Patient satisfaction with antihypertensive therapy

Patient satisfaction with antihypertensive therapy

The role of discriminant analysis in the refinement of customer satisfaction assessment

Association of Dissatisfaction With Care and Psychiatric Morbidity With Poor Treatment Compliance

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