Measuring patient satisfaction with health care treatment using the Short Assessment of Patient Satisfaction measure delivered superior and robust satisfaction estimates

Hawthorne, Graeme; Sansoni, Janet; Hayes, Laura; Marosszeky, Nick; Sansoni, Emily

doi:10.1016/j.jclinepi.2013.12.010

Cited by 170 publications

(138 citation statements)

References 60 publications

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“…More in details, the assessment of service quality deeply changes according to the meaning attached to the concept of patient satisfaction (Gilbert, Veloutsou, Goode, & Moutinho, 2004). Thus, patient surveys are characterized by a number of measures (Kleefstra, Kool, Veldkamp, Winters-van der Meer, Mens, Blijham & de Haes, 2010), developed just to "detect what it is designed to detect" (Heidegger et al, 2013(Heidegger et al, , p. 1168 and lacking in evidence about their psychometric properties (Hawthorne, Sansoni, Hayes, Marosszeky, & Sansoni, 2006). Some studies (Perneger, 2004;Hekkert, Cihangir, Kleefstra, van den Berg, & Kool, 2009) considered the lack of consensus and the use of several different approaches to assess patient satisfaction (e.g.…”

Section: Results: a Critical Reading Of Patient Surveysmentioning

confidence: 99%

Defining Health Service Eco-System “Infection”: A Critical Analysis of Patient Surveys

Ciasullo¹,

Troisi²,

Cosimato³

et al. 2018

IJBM

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Purpose -This paper focuses on the analysis of the most common tools that health care organizations use to assess the quality of the delivered services, the patient surveys. In line with the results of a systematic literature review on the issue, the study embraces service ecosystem perspective to understand why these surveys are unable to grasp actors' disposition to co-create value for the health care system.Methodology -An in-depth literature review based on PRISMA framework explored 34 works on the topic of patient surveys in order to trace the evolution of the relationship users/providers and to highlight the criticalities related to the adoption of patient surveys in service-oriented era. The study discusses critically their efficacy to understand how they can affect (positively or negatively) the viability of a health care service eco-system.Findings -The literature review highlights patient surveys inability in grasping the real perception that patients have of experienced services and in involving them in value co-creation, through their engagement in service design and delivery. Moreover, the results reveal the need to adopt Service Dominant (S-D) Logic and service eco-system perspective to reread the traditional tools to measure quality in healthcare. For this reason, the metaphor of health service eco-system "infection" is launched, depicting the negative influence of patient satisfaction surveys on value co-creation and the subsequent service eco-system viability.Practical implications -The study shows that assuming a service eco-system perspective based on S-D logic, health care system should boost and preserve value co-creation processes. Moreover, institutions should foster those "rules of the game" that institutionalize the contribution of health providers to value co-creation, defining specific strategies to avoid the "infections" of health care service eco-system, e.g. investing and promoting non-detrimental tools.Originality -This study represents one of the first attempts to reread the tools used to assess patient embracing a service eco-system perspective. Interesting implications have been presented in terms of the negative effect that traditional assessment tools have on providers, patients and the whole society.

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Section: Results: a Critical Reading Of Patient Surveysmentioning

confidence: 99%

Defining Health Service Eco-System “Infection”: A Critical Analysis of Patient Surveys

Ciasullo¹,

Troisi²,

Cosimato³

et al. 2018

IJBM

View full text Add to dashboard Cite

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“…Our questionnaire was inspired by both the generic sevenitem Short Assessment of Patient Satisfaction Survey (SAPS) developed and validated by Hawthorne et al [6] and a Danish satisfaction survey developed and validated for orthopaedic patients. [12] The SAPS scale is based on a theoretical model covering all dimensions known to contribute to patient satisfaction.…”

Section: Questionnairementioning

confidence: 99%

“…[12] The SAPS scale is based on a theoretical model covering all dimensions known to contribute to patient satisfaction. [6] The original Danish questionnaire covers the subthemes availability, information, medical ability, nursing ability, planning of care path, and physical environment. It was developed for and validated in orthopaedic patients above the age of 18.…”

Section: Questionnairementioning

confidence: 99%

“…Thus, themes about satisfaction with treatment provided, interprofessional processes including respect, information received and experienced participation are relevant. [6] Furthermore, there is a growing body of qualitative and quantitative studies on elderly patients' preferences in relation to different aspects of care experience. Elderly hospitalised patients wish to be involved in the discharge planning.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

High satisfaction ratings in an orthogeriatric ward: A cross-sectional survey

Abrahamsen

Draborg

Nørgaard³

2017

JNEP

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Patients' experiences and satisfaction should be incorporated when quality of healthcare is assessed as patients offer key insights into the quality of care and treatment. Over a period of 12 months, 236 elderly patients (+65 years) with hip fracture, vertebral fracture or other appendicular fractures were questioned concerning their satisfaction and experience of admission to an orthogeriatric unit. Research nurses questioned the patients using an electronic questionnaire. Our survey documents a high level of satisfaction with the clinical elements of orthogeriatric care. On average 80% of the patients felt respected by professionals all or most of the time; 72% felt confident at discharge. Equally large groups preferred very much, little or no involvement; and 74% of the patients preferred family involvement. In total, 64% felt the extent of their own involvement in care and treatment had been appropriate, while 52% felt this was the case for family involvement. Some patients reported no experience of training or ward rounds taking place, no opportunity to speak with a physician when needed, and receiving no information about waiting time. Our results contribute to the limited knowledge concerning the satisfaction and experiences of orthogeriatric in-hospital patients.

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“…Com o crescente conhecimento em relação aos direitos por parte dos usuários, ressalta-se a necessidade de criar e/ou implementar um espaço acolhedor, que, na maioria dos casos, configura-se como a Ouvidoria (1) . A possibilidade de a população ser ouvida pelos serviços de saúde gera um estreitamento entre o usuário e os gestores, o que é de grande importância para o planejamento de estratégias com vistas à melhoria da qualidade do serviço.…”

Section: Introductionunclassified

<b>Perspectivas, sentimentos e vivências de ouvidores do sistema único de saúde no exercício da função/ Perspectives, feelings and experiences of ombudsmen of the unified health system in the exercise of the function<b>

Peruzzo¹,

Liberatti²,

Rossaneis³

et al. 2017

Cienc. Cuid. Saúde

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RESUMOO objetivo do estudo foi desvelar os sentimentos que permeiam as vivências de ouvidores do Sistema Único de Saúde (SUS) no exercício da função. Trata-se de uma pesquisa exploratória, descritiva, de abordagem qualitativa, realizada no período de maio a agosto de 2013, com cinco ouvidores de serviços de saúde que prestam atendimento ao SUS em um município de grande porte no sul do Brasil. A coleta de dados deu-se por meio de entrevistas gravadas e posteriormente submetidas à análise de conteúdo na modalidade temática de Bardin. A partir das falas dos participantes, emergiram três categorias empíricas: Ouvidoria como um instrumento de gestão; Relacionamento do ouvidor com o usuário; e Ônus e bônus da ouvidoria em minha vida. Pode-se concluir a importância das ouvidorias no contexto da participação social, de modo que é dado voz ao usuário, que se torna agente de mudança da assistência prestada, contribuindo concomitantemente para melhorias no contexto da saúde pública.Palavras-chave: Defesa do paciente. Serviços de saúde. Sistema único de saúde. INTRODUÇÃOA qualidade do atendimento ao usuário do sistema de saúde tem sido uma preocupação cada vez maior, tornando-se foco de atenção dos gestores de serviços públicos e privados. Com o crescente conhecimento em relação aos direitos por parte dos usuários, ressalta-se a necessidade de criar e/ou implementar um espaço acolhedor, que, na maioria dos casos, configura-se como a Ouvidoria (1) . A possibilidade de a população ser ouvida pelos serviços de saúde gera um estreitamento entre o usuário e os gestores, o que é de grande importância para o planejamento de estratégias com vistas à melhoria da qualidade do serviço. Além disso, desencadeia o sentimento de participação efetiva da população no controle social (2) . Apesar da relevância da temática, ainda existem poucos estudos que abordem sua importância para o cenário da saúde.As ouvidorias são encontradas no setor público e no privado, como, por exemplo, em: universidades, hospitais, meios de comunicação e instituições financeiras. Essas ouvidorias podem ser de instalação compulsória ou voluntária e funcionam nos três níveis de gestão, ou seja, no municipal, estadual e federal (3) . Na área da saúde, o processo de ouvidoria foi incrementado com a reforma sanitária brasileira por volta dos anos 70 e 80, onde foram adotados novos modelos de gestão participativa, e uma administração descentralizada, permitindo maior envolvimento da população em questões relacionadas à saúde (2) . Com a criação do Pacto pela Saúde, e consequentemente, o Pacto de Gestão, passou-se a estimular o fortalecimento da participação e controle social, sendo uma de suas frentes a implantação e implementação de Ouvidorias nos estados e municípios, com o intuito de fortalecimento da gestão estratégica do Sistema Único de Saúde (SUS) (4) . As Ouvidorias do SUS são unidades de importância estratégica para a gestão do sistema de saúde, pois possibilitam o diálogo entre a sociedade e as diferentes instâncias de gestão. Ainda, contribuem para a partici...

show abstract

Measuring patient satisfaction with health care treatment using the Short Assessment of Patient Satisfaction measure delivered superior and robust satisfaction estimates

Cited by 170 publications

References 60 publications

Defining Health Service Eco-System “Infection”: A Critical Analysis of Patient Surveys

Defining Health Service Eco-System “Infection”: A Critical Analysis of Patient Surveys

High satisfaction ratings in an orthogeriatric ward: A cross-sectional survey

<b>Perspectivas, sentimentos e vivências de ouvidores do sistema único de saúde no exercício da função/ Perspectives, feelings and experiences of ombudsmen of the unified health system in the exercise of the function<b>

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