Patients’ evaluations of the quality of care: influencing factors and the importance of engagement

Staniszewska, Sophie; Henderson, Lorna

doi:10.1111/j.1365-2648.2004.03326.x

Cited by 65 publications

(72 citation statements)

References 21 publications

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“…The work of Bury (1991) and Armstrong (1995) draws attention to the active and adaptive role of patients in managing long term conditions and the difficulties of demarcating the sick role within society. However, the findings from this paper suggest that an emphasis on the biomedical management of the chronic disease reflective of the sociological perspective developed by Parsons (1991) not only provides status and focus for the clinical role but also brings a sense of legitimacy which is strongly associated with patient engagement and consequential satisfaction (Staniszewska and Henderson, 2005).…”

Section: Discussionmentioning

confidence: 84%

The nursing contribution to chronic disease management: A case of public expectation? Qualitative findings from a multiple case study design in England and Wales

Wilson

Brooks

Procter

et al. 2012

International Journal of Nursing Studies

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Section: Discussionmentioning

confidence: 84%

The nursing contribution to chronic disease management: A case of public expectation? Qualitative findings from a multiple case study design in England and Wales

Wilson

Brooks

Procter

et al. 2012

International Journal of Nursing Studies

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“…A problem using patient satisfaction as a quality indicator depends on the complexities where different factors could affect the outcome, and the reliability and validity questioned [17]. Factors such as gratitude, faith and loyalty to health care providers, could influence patient satisfaction [18] as well as background factors such as age, health status and expectations of care [19][20]. A patient's evaluation could be positive, even when care is poor [18].…”

Section: Introductionmentioning

confidence: 99%

“…Factors such as gratitude, faith and loyalty to health care providers, could influence patient satisfaction [18] as well as background factors such as age, health status and expectations of care [19][20]. A patient's evaluation could be positive, even when care is poor [18]. Some researchers think that studying patient "dissatisfaction" is a more valuable concept than studying patient "satisfaction" [21][22].…”

Section: Introductionmentioning

confidence: 99%

Patients’ and relatives’ complaints about encounters and communication in health care: Evidence for quality improvement

Jangland

Gunningberg

Carlsson

2009

Patient Education and Counseling

134

141

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Results Three categories were identified: "Not receiving information or being given the option to participate", "Not being encountered in a professional manner" and "Not receiving nursing or practical support". Insufficient information, insufficient respect and insufficient empathy were described as the most common reasons for a negative professional encounter. ConclusionPatients and relatives experienced unnecessary anxiety and reduced confidence in health care after negative professional encounters. Practice implicationsThe complaints reported to the Patients' Advisory Committee could be used more effectively in health care and be regarded as important evidence when working with quality improvement. To systematically use patient stories, such as those obtained in this report, as a reflective tool in education and supervision could be one way to improve communication and bring new understanding about the patient's perspective in health care. KeywordsComplaints, communication, professional encounter and content analysis. Much research has been done on communication between patients and health professionals. For example, the power of the information communicated by the voice was studied among surgeons, and it was suggested that "how" a message is conveyed may be as important as "what" is said [8]. The physician-patient communication was studied among primary care physicians and surgeons. Physicians with no-claim seemed to conduct longer visits, educate patients more, check understanding more and use more humour during the visit than physicians with claims [9]. A study by Kuzel [10] showed that negative outcomes in the clinician-patient relationship, dominated by stories of disrespect or insensitivity, were reported as more common than technical errors in diagnosis and treatment.The Institute for Healthcare Improvement (IHI) emphasizes that the health care system needs to be more patient-centred and to involve the patients and families in the design of care. Patient-centred care requires respect for patients' values and expressed needs, information and communication, coordination of care, involvement of family, 4 and concordance between the patient and health professionals [11]. Eldh [12] concludes that health care professionals should support patient participation by recognizing the patient as an individual and as a resourceful partner. The benefits of patient-centred care could be that patients are more motivated to follow treatment advice [13] and are more satisfied with health care [14].Patient satisfaction is used as a common quality indicator in health care [15][16]. A problem using patient satisfaction as a quality indicator depends on the complexities where different factors could affect the outcome, and the reliability and validity questioned [17]. Factors such as gratitude, faith and loyalty to health care providers, could influence patient satisfaction [18] as well as background factors such as age, health status and expectations of care [19][20]. A patient's evaluation could be positive, even when care...

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“…Ei kuiten kaan ole olemassa mitään yleisesti hyväksyttyä ja validoitua tapaa arvioida palvelujärjestelmän asiakaslähtöisyyttä (2932). Tämä juontaa asia kaslähtöisyyden käsitteen epäselkeydestä, sillä se ei lopulta kerro asiakkaan asemasta ja oikeuksis ta tai osallisuuden mahdollisuuksista palveluissa (31,32). Käsite jää tyypillisesti hyvää tarkoitta vaksi tavoitekieliseksi mantraksi.…”

Section: Johdantounclassified

Valinnanvapaus sote-uudistuksessa

Lehtonen

Hiilamo

Erhola³

et al. 2018

SLA

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Patients’ evaluations of the quality of care: influencing factors and the importance of engagement

Abstract: Engagement may provide a more appropriate indicator of negative experience than dissatisfaction. The influence of these factors should be considered in future attempts to develop more sensitive and appropriate methods of eliciting patient experiences.

Cited by 65 publications

References 21 publications

The nursing contribution to chronic disease management: A case of public expectation? Qualitative findings from a multiple case study design in England and Wales

The nursing contribution to chronic disease management: A case of public expectation? Qualitative findings from a multiple case study design in England and Wales

Patients’ and relatives’ complaints about encounters and communication in health care: Evidence for quality improvement

Valinnanvapaus sote-uudistuksessa

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