Feedback intervention to doctors improves patient satisfaction among outpatients in Inner Mongolia Autonomous Region, China

Qiao, Tong; Geater, Alan; Chongsuvivatwong, Virasakdi; Fan, Yancun; Guo, Z.

doi:10.1016/j.puhe.2017.07.034

Cited by 10 publications

(9 citation statements)

References 29 publications

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“…Different studies used different interventions, which resulted in a significant increase in PS. Interventions were directed to the modifiable dimensions, which include tangibles, reliability, assurance, empathy and responsiveness (Bhakta and Marco, 2014; Mohd and Chakravarty, 2014; Amin et al , 2016; Plewnia et al , 2016; Flott et al , 2017; Qiao et al , 2017). The interventions in this study also focussed on modifiable dimensions, which include: tangibles: hospital renovation, uniform designs, free coffee and tea provision for patients and families; reliability: emergency response time, emergency knowledge and skills, doctor punctuality; assurance: service excellence training; empathy: customer-centric programme; and responsiveness: call centre development.…”

Section: Discussionmentioning

confidence: 99%

“…No. Patient satisfaction determinants Change package 1 Reliability and assurance with care givers (Amin et al, 2016;Hawthorne et al, 2014;Qiao et al, 2017) Siloam Hospital e-learning (SHEL) ER Mock drill 2 Language barrier anticipation (Chaves and Santos, 2016;Heath and Porter, 2017;Mohd and Chakravarty, 2014) For tourist destination, recruit staff who is able to communicate in English or other foreign language Expat employment Collaboration with tour guides Collaboration with consulate 3 Institutional patient's rights respect (Fisher et al, 2017;Plewnia et al, 2016) Empower patients regarding their rights (integrated in general informed consent) 4 Active participation in decision making related to patient care (Korkmaz et al, 2016;Peres-da-Silva et al, 2017;Yeh et al, 2017) New policy: separate information sheet and consent sheet Educate doctors and nurses regarding patientcentredness 5 Safety and security (Boquiren et al, 2015;Liew and Brooks, 2017;Livorsi et al, 2015) Implement…”

Section: Appendix 1 Appendixmentioning

confidence: 99%

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Improving patient satisfaction: the virtual breakthrough series collaborative

Wijaya

Mohamad

Hafizurrachman³

2019

IJHCQA

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Purpose The purpose of this paper is to improve the Siloam Hospitals’ (SHs) patient satisfaction index (PSI) and overcome Indonesia’s geographical barriers. Design/methodology/approach The topic was selected for reasons guided by the Institute of Healthcare Improvement virtual breakthrough series collaborative (VBSC). Subject matter experts came from existing global quality development in collaboration with sales and marketing, and talent management agencies/departments. Patient satisfaction (PS) was measured using the SH Customer Feedback Form. Data were analysed using Friedman’s test. Findings The in-patient (IP) department PSI repeated measures comparison during VBSC, performed using Friedman’s test, showed a statistically significant increase in the PSI, χ2 = 44.00, p<0.001. Post hoc analysis with Wilcoxon signed-rank test was conducted with a Bonferroni correction applied, which resulted in a significant increase between the baseline and action phases (Z=3.317, p=0.003) between the baseline and continuous improvement phases (Z=6.633, p<0.001), and between the action and continuous improvement phases (Z=3.317, p=0.003), suggesting that IP PSI was continuously increasing during all VBSC phases. Like IP PSI, the out-patient department PSI was also continuously increasing during all VBSC phases. Research limitations/implications The VBSC was not implemented using a control group. Factors other than the VBSC may have contributed to increased PS. Practical implications The VBSC was conducted using virtual telecommunication. Although conventional breakthrough series might result in better cohesiveness and commitment, Indonesian geographical barriers forced an alternative strategy, which is much more cost-effective. Originality/value The VBSC, designed to improve PS, has never been implemented in any Indonesian private hospital group. Other hospital groups might also appreciate knowing about the VBSC to improve their PSI.

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Section: Discussionmentioning

confidence: 99%

Section: Appendix 1 Appendixmentioning

confidence: 99%

Improving patient satisfaction: the virtual breakthrough series collaborative

Wijaya

Mohamad

Hafizurrachman³

2019

IJHCQA

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“…Although we acknowledge that improving scheduling is not easy because it requires system-level transformation, such transformation can uncover previously unrecognized resources and improve all aspects of care delivery [ 9 ]. In previous studies, several interventions have been aimed at improving patient satisfaction by reducing waiting times in an OPD [ 10 , 11 , 12 , 13 ]. However, only a few have been well documented, their effects have rarely been evaluated with robust methods, and the OPD waiting time has not been a focus of the study.…”

Section: Introductionmentioning

confidence: 99%

Physician-Customized Strategies for Reducing Outpatient Waiting Time in South Korea Using Queueing Theory and Probabilistic Metamodels

Lee

Choi

Min

et al. 2022

IJERPH

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The time a patient spends waiting to be seen by a healthcare professional is an important determinant of patient satisfaction in outpatient care. Hence, it is crucial to identify parameters that affect the waiting time and optimize it accordingly. First, statistical analysis was used to validate the effective parameters. However, no parameters were found to have significant effects with respect to the entire outpatient department or to each department. Therefore, we studied the improvement of patient waiting times by analyzing and optimizing effective parameters for each physician. Queueing theory was used to calculate the probability that patients would wait for more than 30 min for a consultation session. Using this result, we built metamodels for each physician, formulated an effective method to optimize the problem, and found a solution to minimize waiting time using a non-dominated sorting genetic algorithm (NSGA-II). On average, we obtained a 30% decrease in the probability that patients would wait for a long period. This study shows the importance of customized improvement strategies for each physician.

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“…Evidence has shown that people's evaluation to medical service system is of great significance to both medical risk management and the improvement of medical service situation [17][18][19][20]. However, in terms of empirical research on the impact of Internet use on public health, a neglected point is that Internet use can also have an impact on users' evaluation or satisfaction with medical service.…”

Section: Introductionmentioning

confidence: 99%

Does Internet Use Affect Individuals’ Medical Service Satisfaction? Evidence from China

Gong

Zhang

2020

Healthcare

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Empirical evidence that combines traditional factors and information technology factors to predict public attitudes toward to medical services is inadequate. To fill this gap, this study investigates the impact of Internet use on people’s satisfaction with medical services by employing the Chinese Social Survey for 2013, 2015 and 2017 (including 28,239 samples in total). Estimation results under the ordered probit reveal that Internet use is negatively correlated with individuals’ medical services satisfaction. The results support the negativity bias theory, namely, compared with positive information, netizens pay more attention to negative medical-related information on the Internet. The results are still reliable by adopting substitution variable methods, subdividing the samples, employing other estimation methods and carrying out placebo tests to conduct robustness checks. This study further enriches the literature on public attitudes toward medical services and provides additional policy implications for medical risk management in the digital era.

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Feedback intervention to doctors improves patient satisfaction among outpatients in Inner Mongolia Autonomous Region, China

Cited by 10 publications

References 29 publications

Improving patient satisfaction: the virtual breakthrough series collaborative

Improving patient satisfaction: the virtual breakthrough series collaborative

Physician-Customized Strategies for Reducing Outpatient Waiting Time in South Korea Using Queueing Theory and Probabilistic Metamodels

Does Internet Use Affect Individuals’ Medical Service Satisfaction? Evidence from China

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