Examination of the relationship between management and clinician agreement on communication openness, teamwork, and patient satisfaction in the US hospitals

Abstract

Background: Patient satisfaction has always been an area of focus for hospitals, but gained particular importance due to the changes in the Centers for Medicare and Medicaid reimbursement policies. Hospital managers and clinicians interact with patients in different ways and have different perspectives on safety culture, yet little is known about how that impacts patient satisfaction. Objective: To examine how the agreement between clinicians and management perspectives on patient safety culture is related to patient satisfaction by employing cross-sectional design with linear regressions. Methods: Two data sets were used: 2012 Hospital Survey on Patient Safety Culture and 2012 Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). The dependent variables were: overall rating of the hospital experience and willingness to recommend a hospital. The independent variables were four safety culture domains: communication openness, feedback, and communication about errors, teamwork within units, and teamwork between units. Results: The results suggest that manager and clinician agreement on high levels of communication openness, feedback and communication about errors, teamwork between units, and teamwork across units were positively and significantly associated with overall patient satisfaction and willingness to recommend. Additionally, more favorable perceptions about patient safety culture by only clinicians yielded similar findings. Conclusions: For policymakers, measuring managers and clinicians' perceptions on patient safety culture may provide a valuable indicator of patient satisfaction throughout the country. While managers are more likely to have the power to devote resources to patient safety initiatives, they may not adequately judge culture in their unit and should take into account the perspectives of clinicians who have a more frontline perspective.

Health Services and Patient Satisfaction in IRAN during the COVID-19 Pandemic: A Methodology Based on Analytic Hierarchy Process and Artificial Neural Network

“…Hospital reputation was introduced as one of the most important determinants of patient satisfaction (Imanaka et al 1993). Another organizational feature is a patient safety climate in the hospital, which includes such criteria as communication openness, feedback and communication about errors, and teamwork across units, and its positive relationship with patient satisfaction was confirmed in previous research (Mazurenko et al 2016;Mazurenko et al 2019;Sorra et al 2012). Table 1 Shows factors affecting patient satisfaction in the COVID-19 pandemic crisis.…”

Development of the German version of the patient safety climate inventory to the Austrian context

“…10 11 A considerable number of studies indicate that a well-implemented PSC is linked to reduced infections, lower rates of AE, decreased readmission rates, direct positive relationships with financial performance and motivation to work safely. [11][12][13][14][15][16] Before creating and improving PSC, it is crucial to measure the status quo to define a starting point. 17 This process was adopted in the development of several corresponding measurement instruments.…”

“…A safety culture promotes an individual’s and an organisation’s values, attitudes and perceptions regarding patient safety 10 11. A considerable number of studies indicate that a well-implemented PSC is linked to reduced infections, lower rates of AE, decreased readmission rates, direct positive relationships with financial performance and motivation to work safely 11–16…”

Effect of Personnel Care Quality of Private Healthcare Providers on Arab Patients’ Satisfaction a nd Word of Mouth Communication: An Empirical Research in India

“…This study draws on many recent researches to understand the assessment of patients on the relations between patients and administrative staff (Druss et al, 1999;Duggirala et al, 2008;Mazurenko et al, 2016; and Padma et al, 2010) such studies have highlighted the significance of patient-staff interaction in defining the overall patients' satisfaction.…”