Korean Patient-Perceived Satisfaction Scale of Community-Based Case Management Services (Korean-PSCCM): Development and Psychometric Evaluation

Abstract

This study aimed to develop and psychometrically test an instrument for measuring patient-perceived satisfaction with community-based case management services in Korea. The study was conducted in 4 phases: Phase I, development of the instrument; Phase II, pilot testing of the instrument; Phase III, a large-scale study to test reliability and validity; and Phase IV, conversion of the new instrument from Korean to English. The new instrument was determined to have six factors-advocacy of case manager, outcome of care, communication skills, practice of a healthy lifestyle, referral, and recognition of risk factors-and also shown to be reliable.

Factors Influencing Patient-Perceived Satisfaction With Community-Based Case Management Services

“…This finding greatly strengthens the observation that a case manager's willingness to provide assistance is fundamental to building a bond of trust and respect between patients and case managers (Lyngsø, Godtfredsen, & Frølich, 2016). The core attribute (a case manager's willing assistance) may significantly improve the level of patient satisfaction with CM services (Park et al, 2017) by enabling case managers to embrace patient engagement in the care process and form a partnership to achieve mutual goals from a patient-centered perspective (Heberer, Bourke, Wildhaber, & Sütterlin, 2016).…”

“…This study thus aimed to address this research gap by (a) identifying significant factors influencing patient-perceived satisfaction with CM services, particularly those which are "community-based"-that is, a distinctive characteristic of Korean CM services (Park et al, 2017) and (b) providing practical information regarding areas that need improvement to raise the level of patient-perceived satisfaction with CM services.…”

“…d. "ECM" refers to whether case managers informed their patients about services information prior to delivering the services. mellitus (DM), arthritis, or stroke (Park et al, 2017). A total of 289 (74.3%) questionnaires were utilized for data analyses after excluding four with substantial missing data (Park et al, 2017).…”

“…Given a lack of scientific evidence-based instruments in CM services (Joo & Huber, 2014) to accurately measure these psychometric concepts, each questionnaire was carefully developed so that its meaning (a) was as close as possible to the one described in the original literature and (b) was in accord with the given Korean community-based CM practice. A pilot study was conducted by 14 patients served by 19 case managers affiliated with the KNHIC in 2009 (Park et al, 2017), which revealed no ambiguities and ensured readability and accuracy.…”

“…Participants (both patients and their case managers) were guided to provide a signed, informed consent using a stamped, preaddressed return envelope to the first author, which included a detailed written description of participants' voluntary participation, confidentiality, and freedom to drop out of the study at any point in the study (Park et al, 2017). All participants received a small incentive (about US$10) via mail (Park et al, 2017).…”