Patients' Assessment of Medical Care Quality

Snell, Jackie

doi:10.1080/00185868.1996.11736056

Cited by 3 publications

(2 citation statements)

References 1 publication

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“…It has also been suggested that a personalized approach of physician is appreciated by healthcare seekers (Hjortdahl & Laerum, 1992; Holloway, Matson, & Zismer, 1989). Studies investigating levels of satisfaction with in-hospital care have identified quality of patient –practitioner relationship (Cleary et al, 1992; Howie et al, 1998) and discussions with the practitioner (Calnan et al, 1994; Coyle, Calnan, & Williams, 1992; Roghmann, Hengst, & Zastowny, 1979; Snell, 1996; Williams & Calnan, 1991) as most important factors governing client satisfaction. While in-hospital satisfaction has been reported to be lower in government hospitals compared to private hospitals (Fleming, 1981), nursing strain and exhaustion have been found to adversely affect patient satisfaction (Leiter, Harvey, & Frizzell, 1998).…”

Section: Understanding Client Satisfaction In Public Health Servicesmentioning

confidence: 99%

Client Satisfaction Exit Interviews: Assessing Quality of Public Health Institutions through Generated Feedback

Sah

Kumar

2015

Vikalpa: The Journal for Decision Makers

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RESEARCH Executive Summaryincludes research articles that focus on the analysis and resolution of managerial and academic issues based on analytical and empirical or case research Though exit surveys are considered important tools for ascertaining quality and demand for healthcare services, apprehension about the reliability of responses in such surveys are not misplaced. It has been argued that 'courtesy bias' may lead respondents to give approving responses, especially if interviewed in the premises of the institution. This study examines:• how users' perceptions are shaped,• if there is bias in these perceptions and • how these perceptions can be used in improving efficiency of the institution as well as changing the healthcare policy and practices.The study does not find evidence that reported satisfactions are biased positively in the exit survey, especially for subjective questions regarding behaviour of health personnel. The responses are certainly not biased for relatively objective questions about infrastructure condition, supplies and services of the institutions. The survey does provide useful information on the determinants of consumer satisfaction with explanatory variables like dimensions of respondents' characteristics, if respondents availed special benefits and cost incurred by them.The study reveals that it is not individual factors but interactions of factors that shape responses. By and large satisfaction with behaviour of health professionals improves if the respondent has availed benefits of services provided. But this process is influenced by institutions as well as expenses incurred in availing these facilities. The interaction between household income and institution shapes the respondents' satisfaction towards infrastructure. Dissatisfaction to provided services reduces if respondents are availing benefits of medicine compared to those not availing this benefit. Nevertheless, dissatisfaction reduces sharply only if respondents are paying relatively less cost for the services.Findings conclusively prove that perceptions on services provided are also shaped by, apart from other factors, perceptions about the behaviour of health personnel as well as infrastructure. KEY WORDS Exit Interviews Healthcare ProvidersCustomer Satisfaction Madhya PradeshHealth Infrastructure

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Section: Understanding Client Satisfaction In Public Health Servicesmentioning

confidence: 99%

Client Satisfaction Exit Interviews: Assessing Quality of Public Health Institutions through Generated Feedback

Sah

Kumar

2015

Vikalpa: The Journal for Decision Makers

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“…Snell et al reported that most patients thought interaction with their physician was the most important aspect of medical care [14]. Patients generally express better satisfaction with the staff with whom they have more interactions than others.…”

Section: Effect Ofphysician-patient Communication 011 Patient Satisfamentioning

confidence: 99%

Patient Satisfaction in Prosthetic Rehabilitation Programme

Gupta

Parmar

Mand

2001

Medical Journal Armed Forces India

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Patient satisfaction is an important outcome measure independent of other outcomes. Its measurement is important to assess the effectiveness of a programme and to gain insight into the patients' perception of the programme. In this stud)' conducted in a large rehabilitation centre it was found that majority of patients express satisfaction with care inspite of perceived discomfort. Various demographic factors, severity or duration of the disability or the level of rehabilitation do not influence patient satisfaction. Patients express more concern with aspects such as delay in issue of the prosthesis, or hotel component of the hospital services. Patients did not appear too concerned about the level of information provided. Patient satisfaction is an individual reaction to the overall care process and is influenced b)' the initial expectation level of the patient. Emotional response of the patient appears to be more important determinant of patient satisfaction than the cognitive evaluation. Periodical assessment of patient satisfaction should be an important component of an)' programme evaluation exercise. MjAFI 2001; 57 : 95-98

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The measurement of satisfaction with healthcare: implications for practice from a systematic review of the literature

Crow

Gage

Hampson

et al. 2002

Health Technol Assess

920

1,020

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Patients' Assessment of Medical Care Quality

Cited by 3 publications

References 1 publication

Client Satisfaction Exit Interviews: Assessing Quality of Public Health Institutions through Generated Feedback

Client Satisfaction Exit Interviews: Assessing Quality of Public Health Institutions through Generated Feedback

Patient Satisfaction in Prosthetic Rehabilitation Programme

The measurement of satisfaction with healthcare: implications for practice from a systematic review of the literature

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