Administering Patient Satisfaction Questionnaires at Diverse Ambulatory Care Sites

Osterweis, Marian; Howell, Julianne R.

doi:10.1097/00004479-197908000-00009

Cited by 13 publications

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“…In other words, professionals believe that patients do not possess sufficient medical knowledge to evaluate whether healthcare services have been performed properly. While acknowledging that patients are not as qualified as doctors to assess technical quality, some authors purport that patients can distinguish between professional and personal quality (Brody et al , 1989; DiMatteo and Hays, 1980; DiMatteo et al , 1979; Kaplan et al , 1986; Linn et al , 1984; Osterweis and Howell, 1979; Ross et al , 1981; Wolinsky and Steiber, 1982). Kirsh and Reeder (1969) also report that patient judgments are well correlated with professional care assessments.…”

Section: Literature Reviewmentioning

confidence: 99%

Assessing the influence of switching barriers on patients' expectations and tolerance zone

Ramsaran-Fowdar

2013

International Journal of Health Care Quality Assurance

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PurposeThe purpose of this paper is to look at the influence of switching barriers on patients' private general practitioner (GP) service expectations and tolerance zoneDesign/methodology/approachFrom 750 questionnaires distributed to a convenience sample, 257 were completed and returned, yielding a 34 per cent response rate.FindingsThere was a significant association between switching barriers and what patients expected from their GPs. Switching barriers did not have a significant association with the tolerance zone.Practical implicationsPrivate GPs can develop strategies to overcome switching barriers. For example, they can develop personal relationships with their patients, re‐familiarise themselves with the patient's medical history before the consultation and provide better services to patients who perceive high switching barriers and hence higher adequate expectations.Originality/valueThis study contributes to the existing literature relating to healthcare service quality.

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Section: Literature Reviewmentioning

confidence: 99%

Assessing the influence of switching barriers on patients' expectations and tolerance zone

Ramsaran-Fowdar

2013

International Journal of Health Care Quality Assurance

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Measuring Patient Satisfaction

George

Sanda

Clinical Research Methods for Surgeons

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Patient satisfaction in the ambulatory setting

Hickey

et al. 1996

J Gen Intern Med

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To evaluate the impact of patient characteristics and method of data collection on satisfaction results used for the comparison of practice locations, questionnaires were distributed to 1,208 adult outpatients at five medicine clinics, either on-site or by mail. Patient dissatisfaction with three service domains was measured: communication with the provider, courtesy of the office staff, and timeliness of care. Practice location, survey methodology, and patient characteristics were significant predictors of dissatisfaction, and adjustment for the latter two factors affected the rankings of practices by dissatisfaction rates for all three domains. Further study of the impact of patient characteristics and method of data collection should be conducted before the comparison of unadjusted satisfaction results becomes the accepted standard.

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Administering Patient Satisfaction Questionnaires at Diverse Ambulatory Care Sites

Cited by 13 publications

References 0 publications

Assessing the influence of switching barriers on patients' expectations and tolerance zone

Assessing the influence of switching barriers on patients' expectations and tolerance zone

Measuring Patient Satisfaction

Patient satisfaction in the ambulatory setting

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