Conceptualisation of patient satisfaction: a systematic narrative literature review

Abstract

Researchers brought satisfaction theories from other fields to the current healthcare literature without much adaptation. Thus, there is a need to attempt to define the patient satisfaction concept from other perspectives or to learn how patients evaluate the care rather than struggling to describe it by consumerist theories.

Development and content validation of the Telenursing Interaction and Satisfaction Questionnaire (TISQ)

“…Satisfaction or dissatisfaction could occur either way, depending on the expectations of the caller, which is why exploring the patients’ expectations is important for satisfaction optimization. According to Batbaatar et al, there is no globally accepted knowledge about how unmet expectations affect patient satisfaction, and further research is recommended. The TISQ may contribute more knowledge about how unmet expectations affect satisfaction in telephone advice nursing, and thus future studies may evaluate the usefulness of this specific item.…”

“…It is also considered a predictor of future behaviour . In spite of the relatively large number of studies on patient satisfaction, according to Batbaatar et al there is still no widely adopted definition of the concept within a health‐care context, and study results trying to detect its determinants within health care are inconclusive and sometimes contradictory. The following is one way the nursing field defines patient satisfaction: ‘[T]he patient's subjective evaluation of the cognitive/emotional response that results from the interaction of the patient's expectations of nursing care and their perception of actual nurse behaviours/characteristics’ .…”

Nursing Intensive‐Care Satisfaction Scale [NICSS]: Development and validation of a patient‐centred instrument

“…Besides, concept of satisfaction by its subjective and contextual nature (Batbaatar, Dorjdagva, Luvsannyam, & Amenta, ; Lin, ; Turris, ) is presented by several authors as a phenomenon determined by cultural issues of different social groups. Therefore, its definition varies according to the social context and the multidimensionality of previous related experiences (Merkouris, Papathanassoglou, & Lemonidou, ; Turris, ; Wagner & Bear, ).…”

Cancer patients' perceptions of quality‐of‐care attributes—Associations with age, perceived health status, gender and education

“…Donabedian () described the three elements, structure, process and outcome, that became known as the Donabedian model which has been used for the evaluation of healthcare services and organisations. However, other studies have concentrated on: the assessment of patient satisfaction (e.g., Arraras et al., ; Batbaatar, Dorjdagva, Luvsannyam, & Amenta, ); patients' or clients' perception and views about care (e.g., Grøndahl, Karlsson, Hall‐Lord, Appelgren, & Wilde‐Larsson, ; Radwin, ); patient outcomes (Kandelaki, Marrone, Lundborg, Schmidt, & Björkman, ; Radwin, Cabral, & Wilkes, ); and the extent and way patients' health needs have been met in services (Valentine et al., ).…”