The Importance of Patient Preferences in the Measurement of Health Care Satisfaction

Ross, Caroline K.; Steward, Colette A.; Sinacore, James

doi:10.1097/00005650-199312000-00006

Cited by 115 publications

(66 citation statements)

References 12 publications

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“…Apesar do esforço dessas investigações, ainda se sabe pouco sobre a natureza ou o número de fatores que influenciam a satisfação 45,46 . Os resultados encontrados na literatura são divergentes, indicando baixa consistência entre as pesquisas.…”

Section: Determinantes Da Satisfação De Usuários: Fatores Relativos Aunclassified

Avaliação de satisfação de usuários: considerações teórico-conceituais

2006

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The IntroduçãoDe acordo com Chen 1 , a literatura sobre avaliação, durante muito tempo, desprezou a importância da teoria no processo avaliativo, constituindo-se em modelos de avaliação do tipo "caixa preta", nos quais os resultados são produzidos sem a explicitação de referenciais teóricos ou metodológicos consistentes. Deslandes 2 reflete que, embora a avaliação de serviços atualmente lance mão de teorias e metodologias, geralmente oriundas das ciências sociais, em sua prática institucional a dimensão técnico-operacional da avaliação é reificada de tal modo, que a discussão teórico-metodológica se torna obscurecida.O sentido fundamental ao se teorizar no campo da avaliação dos serviços de saúde é, sobretudo, o de buscar converter os conceitos em estratégias, critérios e padrões de medição, a fim de contribuir para a produção de medidas úteis que auxiliem na tomada de decisão e subsidiem aperfeiçoamentos no âmbito dos serviços. A utilização dos conceitos se torna importante na medida em que permitem representar aspectos da realidade, através de construções lógicas estabelecidas de acordo com um quadro teórico de referência.De acordo com Mendonça 3 , todo conceito possui uma conotação ou compreensão e, pelo menos uma denotação, extensão ou domínio de aplicação. A compreensão de um conceito é

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Section: Determinantes Da Satisfação De Usuários: Fatores Relativos Aunclassified

Avaliação de satisfação de usuários: considerações teórico-conceituais

2006

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“…The low utilization of both community health workers and first line health services is, to a large extent, due to consumers' dissatisfaction and perceptions of low quality of care. [10][11][12][13][14][15][16][17] Satisfaction reflects the extent to which expectation of service standards have been met while perception of quality record patient rating about specific aspects of service quality. [18][19][20] The quality of care concept has been well-thought-out as a social phenomenon that vary across policy makers, professionals, managers, social workers, common users.…”

Section: Introductionmentioning

confidence: 99%

Identifying influence of perceived quality and satisfaction on the utilization status of the community clinic services; Bangladesh context

Karim¹,

Abdullah

Rahman

et al. 2016

Bangladesh Med Res Counc Bull

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Background: Bangladesh is one among the few countries of the world that provides free medical services at the community level through various public health facilities. It is now evident that, clients' perceived quality of services and their expectations of service standards affect health service utilization to a great extent. The aim of the study was to develop and validate the measures for perception and satisfaction of primary health care quality in Bangladesh context and to identify their aspects on the utilization status of the Community Clinic (CC) services. Methods: This mixed method cross sectional survey was conducted from January to June 2012, in the catchment area of 12 Community Clinics (CCs). Since most of the outcome indicators focus mainly on women and children, women having children less than two years of age were randomly assigned and interviewed for the study purpose. Data for the development of perceived service quality and satisfaction tools were collected through Focus Group Discussion (FGD), key informants interview and data for measuring the utilization status were collected by an interviewer administered pretested semi-structured questionnaire. Results: About 95% of the respondents were Muslims and 5% were Hindus. The average age of the respondents was 23.38 (SD±4.15) years and almost all of them are home makers. The average monthly expenditure of their family was 7462.92 (SD±2545) BDT equivalent to 95 (SD±32) US$. To measure lay peoples' perception and satisfaction regarding primary health care service quality two scales e.g. Slim Haddad's 20-item scale for measuring perceived quality of primary health care services (PQPCS) validated in Guinea and Burkina Fuso and primary care satisfaction survey for women (PCSSW) developed by Scholle and colleagues 2004; is a 24-item survey tool validated in Turkey were chosen as a reference tools. Based on those, two psychometric research instruments; 24 items PQPCS scale (chronbach's α=0.89) and 22-items Community Clinic Service Satisfaction (CCSS) scale (chronbach's α=0.97), were constructed and validated for measuring perceived service quality and satisfaction in Bangladesh context. This study showed mothers with pre-primary education [(χ2=4.20, p=0.04), AOR with 95% CI=1.89 (1.03, 3.53)] utilized the limited curative care services more than educated mothers. On the contrary, higher income families [for income group 5000-10,000 BDT χ2=8.83, p=0.003 and AOR with 95% CI=0.37(0.19, 0.71)] and [for income group above 10,000 BDT χ2= 5.02, p= 0.025 and AOR with 95% CI=0.40 (0.18, 0.89)] and families having cultivable lands [for 5-10 decimal group χ2=5. 51, p=0.19, and AOR with 95% CI=0.56 (0.35, 0.91)] and [for>10 decimal group χ2=6.70, p=0.010, and AOR with 95% CI=0.50 (0.29, 0.84)] utilized the limited curative care services less than their poorer and landless counterpart. The same relationship was observed in case of health education and Antenatal Care (ANC) and Postnatal Care (PNC) services. Women who lived in their own residence used health ed...

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“…Colloquially, most clinicians might interpret the term as "what my patient wants." In much of the medical literature, however, the notion of preferences is not clearly articulated and can include related concepts such as goals 5 , expectations 6 and satisfaction 7 . Perhaps the most fully developed concept of patient preferences can be found in the field of decision analysis 8 .…”

Section: Ase Scenariomentioning

confidence: 99%