Measuring Patient Satisfaction for Improved Patient Services

Strasser, Stephen; Davis, Rose Marie

doi:10.1111/j.1945-1474.1993.tb00104.x

Cited by 31 publications

(25 citation statements)

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“…For instance, Strasser and Davis (1991) found that closeended questions tend to yield positive evaluations while open-ended questions produce negative responses.…”

Section: The Nature Of Expressed Dissatisfactionmentioning

confidence: 99%

Pathways, Pyramids and Icebergs? Mapping the Links Between Dissatisfaction and Complaints

Mulcahy

Tritter

1998

Sociology Health & Illness

105

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In this article the authors report the findings of a study of satisfaction, dissatisfaction and complaining, funded by the National Health Service Executive (NHSE). Although interest in these issues has increased with the introduction of the Citizen's Charter Initiative and the continued growth of consumerism, few scholars have looked at the relationships between them. Satisfaction and dissatisfaction are commonly viewed as different facets of the same phenomenon. In turn, dissatisfaction is often understood to be a precursor to a complaint, or an embryonic one. The findings presented here suggest that satisfaction and dissatisfaction are linked but are essentially discrete constructs. The authors plot a variety of reactions to dissatisfaction and show that although excessive use is made of formal professional networks, few instances of dissatisfaction emerge as formal complaints. The article concludes that insufficient attention has been paid to understanding the everyday ways in which people cope with dissatisfaction and decisions not to voice a grievance.

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“…For instance, Strasser and Davis (1991) found that closeended questions tend to yield positive evaluations while open-ended questions produce negative responses.…”

Section: The Nature Of Expressed Dissatisfactionmentioning

confidence: 99%

Pathways, Pyramids and Icebergs? Mapping the Links Between Dissatisfaction and Complaints

Mulcahy

Tritter

1998

Sociology Health & Illness

105

View full text Add to dashboard Cite

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“…QoL was assessed by three self-report questionnaires: the MS Quality of Life Inventory (MSQLI) [4], the Fatigue Severity Scale (FSS) [26], and a single-item measure of general Life Satisfaction (LS) [27]. Additional information about the MSQLI scales is presented in Table 1.…”

Section: Outcome Variablesmentioning

confidence: 99%

Effect of robot-assisted versus conventional body-weight-supported treadmill training on quality of life for people with multiple sclerosis

Wier¹,

Hatcher²,

Triche³

et al. 2011

JRRD

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Abstract-This study describes the effect of body-weightsupported treadmill training (BWSTT) on quality of life (QoL) for multiple sclerosis (MS) patients. Thirteen individuals with MS and gait impairment randomly received two blocks of six biweekly training sessions: (1) robot-assisted BWSTT then BWSTT alone (R-T) or (2) BWSTT alone then robot-assisted BWSTT (T-R). No statistically significant differences were found between robot-assisted BWSTT and unassisted BWSTT for improving QoL outcome measures. The change in Physical Component Summary scores from baseline to the end of the 12 training sessions improved significantly more in the R-T than the T-R group. Within-participant longitudinal changes in QoL for all participants from both groups combined showed significant improvements in 5 of the 13 QoL measures. The results of this pilot study suggest that both types of BWSTT may improve QoL for people with gait dysfunction secondary to MS. Clinical Trial Registration: ClinicalTrials.Gov, NCT00156676, "Restoration of Walking in Multiple Sclerosis Using Treadmill Training"; http://www.clinicaltrials.gov/.

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“…Specifically, the system can be used to increase revenue, improve risk management practices, build employee morale, improve the quality of care, and improve performance standards (27). Information gained from performing this study can be used to identify problems, develop strategies to fix those problems, watch for trends over time to see if the organization is meeting its goals, and provide pharmacy staff with feedback on job performance.…”

Section: Implications For Pharmacy Managementmentioning

confidence: 99%

Evaluation of Patient Satisfaction Following Outpatient Pharmacy Renovation

Karpinski

Grauer

Metzler

et al. 2002

Journal of Pharmaceutical Marketing & Management

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Patient satisfaction before and after renovation of an outpatient pharmacy was studied. A survey was administered which asked respondents to rate their level of satisfaction with different aspects of their pharmacy visit. Potential relationships between patients' health status or amount spent on prescriptions and satisfaction were also evaluated. Pre-renovation satisfaction ratings were much lower than those seen elsewhere in the literature. However, following renovation, a statistically significant improvement in overall satisfaction was seen. No correlation was seen between health status or amount spent and satisfaction. Higher satisfaction ratings following renovation were most likely due to more efficient workflow, creation of an open model pharmacy design, and improvement in pharmacy aesthetics.

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Measuring Patient Satisfaction for Improved Patient Services

Cited by 31 publications

References 0 publications

Pathways, Pyramids and Icebergs? Mapping the Links Between Dissatisfaction and Complaints

Pathways, Pyramids and Icebergs? Mapping the Links Between Dissatisfaction and Complaints

Effect of robot-assisted versus conventional body-weight-supported treadmill training on quality of life for people with multiple sclerosis

Evaluation of Patient Satisfaction Following Outpatient Pharmacy Renovation

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