Patient satisfaction

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Patient satisfaction is a measure of the extent to which a patient is content with the health care which they received from their health care provider.

Contents

In evaluations of health care quality, patient satisfaction is a performance indicator measured in a self-report study and a specific type of customer satisfaction metric.

Validity as a metric for evaluating health care quality

Because patients may be dissatisfied with health care which improves their health or satisfied with health care which does not, there are circumstances in which patient satisfaction is not a valid indicator of health care quality even though it is often used as such.

Many studies in acute medicine have failed to identify a relationship between patient satisfaction and health care quality. [1] [2] However, in long term conditions such as rheumatoid arthritis and other chronic inflammatory arthritides patient satisfaction with care has been measured reliably [3] [4] [5] and shown to be an outcome of care. [6] [7] [8] [9] [10] [11] [12] [13]

Factors influencing patient satisfaction

Patients' satisfaction with an encounter with health care service is mainly dependent on the duration and efficiency of care, and how empathetic and communicative the health care providers are. [14] It is favored by a good doctor-patient relationship. Also, patients who are well-informed of the necessary procedures in a clinical encounter, and the time it is expected to take, are generally more satisfied even if there is a longer waiting time. [14] Another critical factor influencing patient satisfaction is the job satisfaction experienced by the care-provider.

By region

In the United States, hospitals whose surgery patients reported being highly satisfied also performed higher quality surgical procedures. The implication of this is that there does not need to be trade-off between high patient satisfaction and quality patient care. [15]

The Consumer Assessment of Healthcare Providers and Systems or CAHPS survey is an ongoing research project to guide the development of consumer surveys being used assess the quality of care provided by health plans, physician groups, and clinicians. It is an example of a major research effort which studies the significance of consumer responses to surveys.

Research

By 1998 the process of measuring and reporting of patient satisfaction had become an established industry. [16]

A concern about asking patients about the quality of their care is that patients tend to be more satisfied by attractive healthcare than by effective healthcare, and satisfaction reports may not give good information about the ability of a hospital, doctor, or treatment to improve their health. [17] [18] Higher patient satisfaction have been associated with less emergency department use but with greater inpatient use, higher overall health care and prescription drug expenditures, and increased mortality. [19] Despite these concerns, more and more research has established customer satisfaction as a valid and reliable measure of customer behaviors and organizational performance. reduced complaint behavior about their primary care physician, and lower likelihood of terminating a relationship [ citation needed ]

Among healthcare consumers—i.e., patients—satisfaction is best understood as a multi-attribute model with different aspects of care determining overall satisfaction. Importantly, lower performance on an attribute creates much more dissatisfaction than the satisfaction generated by higher performance on an attribute; in other words, negative performance is more consequential than positive performance. [20] Thus, ensuring overall patient satisfaction, it is more important to reduce negative performance on the patient-care dimension with the worst perceived performance than to maximize positive performance on another dimension. A fruitful solution can be measuring patient dissatisfaction instead of satisfaction. [21]

Related Research Articles

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Arthritis is a term often used to mean any disorder that affects joints. Symptoms generally include joint pain and stiffness. Other symptoms may include redness, warmth, swelling, and decreased range of motion of the affected joints. In some types of arthritis, other organs are also affected. Onset can be gradual or sudden.

<span class="mw-page-title-main">Rheumatoid arthritis</span> Type of autoimmune arthritis

Rheumatoid arthritis (RA) is a long-term autoimmune disorder that primarily affects joints. It typically results in warm, swollen, and painful joints. Pain and stiffness often worsen following rest. Most commonly, the wrist and hands are involved, with the same joints typically involved on both sides of the body. The disease may also affect other parts of the body, including skin, eyes, lungs, heart, nerves, and blood. This may result in a low red blood cell count, inflammation around the lungs, and inflammation around the heart. Fever and low energy may also be present. Often, symptoms come on gradually over weeks to months.

<span class="mw-page-title-main">Telenursing</span>

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Patient education is a planned interactive learning process designed to support and enable expert patients to manage their life with a disease and/or optimise their health and well-being.

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<span class="mw-page-title-main">Quality of life (healthcare)</span> Notion in healthcare

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References

  1. ↑ Farley, Heather; Enguidanos, Enrique R.; Coletti, Christian M.; Honigman, Leah; Mazzeo, Anthony; Pinson, Thomas B.; Reed, Kevin; Wiler, Jennifer L. (2014). "Patient Satisfaction Surveys and Quality of Care: An Information Paper". Annals of Emergency Medicine. 64 (4): 351–357. doi:10.1016/j.annemergmed.2014.02.021. ISSN   0196-0644. PMID   24656761.
  2. ↑ The Farley paper cites these and others:
  3. ↑ Hill, J. (February 1997). "Patient satisfaction in a nurse-led rheumatology clinic". Journal of Advanced Nursing. 25 (2): 347–354. doi:10.1046/j.1365-2648.1997.1997025347.x. ISSN   0309-2402. PMID   9044010.
  4. ↑ Hill, Jackie (February 1997). "Patient satisfaction in a nurse‐led rheumatology clinic". Journal of Advanced Nursing. 25 (2): 347–354. doi:10.1046/j.1365-2648.1997.1997025347.x. ISSN   0309-2402. PMID   9044010.
  5. ↑ Cho, Soo-Kyung; Kim, Hyoungyoung; Song, Yeo-Jin; Nam, Eunwoo; Jones, Bethan; Ndosi, Mwidimi; Sung, Yoon-Kyoung (2022-08-09). "Validation of the Korean Leeds satisfaction questionnaire in rheumatoid arthritis with Rasch models". International Journal of Rheumatic Diseases. 25 (11): 1270–1278. doi:10.1111/1756-185X.14419. ISSN   1756-185X. PMID   35945672. S2CID   251469263.
  6. ↑ Ndosi, Mwidimi; Lewis, Martyn; Hale, Claire; Quinn, Helen; Ryan, Sarah; Emery, Paul; Bird, Howard; Hill, Jackie (August 2011). "A randomised, controlled study of outcome and cost effectiveness for RA patients attending nurse-led rheumatology clinics: study protocol of an ongoing nationwide multi-centre study". International Journal of Nursing Studies. 48 (8): 995–1001. doi:10.1016/j.ijnurstu.2011.01.010. ISSN   1873-491X. PMC   3629570 . PMID   21334623.
  7. ↑ Connolly, Carmel; Cotter, Patrick (2021-12-30). "Effectiveness of nurse-led clinics on healthcare delivery: An umbrella review". Journal of Clinical Nursing. 32 (9–10): 1760–1767. doi:10.1111/jocn.16186. ISSN   1365-2702. PMID   34970816. S2CID   245593232.
  8. ↑ Thurah, Annette de; Esbensen, Bente Appel; Roelsgaard, Ida Kristiane; Frandsen, Tove Faber; Primdahl, Jette (2017-08-01). "Efficacy of embedded nurse-led versus conventional physician-led follow-up in rheumatoid arthritis: a systematic review and meta-analysis". RMD Open. 3 (2): e000481. doi:10.1136/rmdopen-2017-000481. ISSN   2056-5933. PMC   5574437 . PMID   28879053.
  9. ↑ Primdahl, Jette; Wagner, Lis; Holst, René; Hørslev-Petersen, Kim (July 2012). "The impact on self-efficacy of different types of follow-up care and disease status in patients with rheumatoid arthritis—A randomized trial". Patient Education and Counseling. 88 (1): 121–128. doi:10.1016/j.pec.2012.01.012. PMID   22386009.
  10. ↑ Sørensen, J; Primdahl, J; Horn, Hc; Hørslev-Petersen, K (2015-01-02). "Shared care or nurse consultations as an alternative to rheumatologist follow-up for rheumatoid arthritis (RA) outpatients with stable low disease-activity RA: cost-effectiveness based on a 2-year randomized trial". Scandinavian Journal of Rheumatology. 44 (1): 13–21. doi:10.3109/03009742.2014.928945. ISSN   0300-9742. PMID   25380077. S2CID   207460036.
  11. ↑ Koksvik, Hege Svean; Hagen, Kåre Birger; Rødevand, Erik; Mowinckel, Petter; Kvien, Tore K; Zangi, Heidi A (June 2013). "Patient satisfaction with nursing consultations in a rheumatology outpatient clinic: a 21-month randomised controlled trial in patients with inflammatory arthritides". Annals of the Rheumatic Diseases. 72 (6): 836–843. doi:10.1136/annrheumdis-2012-202296. ISSN   0003-4967. PMID   23393144. S2CID   24873268.
  12. ↑ Larsson, Ingrid; Fridlund, Bengt; Arvidsson, Barbro; Teleman, Annika; Bergman, Stefan (January 2014). "Randomized controlled trial of a nurse‐led rheumatology clinic for monitoring biological therapy". Journal of Advanced Nursing. 70 (1): 164–175. doi:10.1111/jan.12183. ISSN   0309-2402. PMC   4285750 . PMID   23772698.
  13. ↑ van Eijk-Hustings, Yvonne; van Tubergen, Astrid; Boström, Carina; Braychenko, Elena; Buss, Beate; Felix, José; Firth, Jill; Hammond, Alison; Harston, Benny; Hernandez, Cristina; Huzjak, Masa; Korandová, Jana; Kukkurainen, Marja Leena; Landewé, Robert; Mezieres, Maryse (January 2012). "EULAR recommendations for the role of the nurse in the management of chronic inflammatory arthritis". Annals of the Rheumatic Diseases. 71 (1): 13–19. doi: 10.1136/annrheumdis-2011-200185 . ISSN   0003-4967. PMID   22039168. S2CID   8451578.
  14. 1 2 Simple Tips to Improve Patient Satisfaction By Michael Pulia. American Academy of Emergency Medicine. 2011;18(1):18–19.
  15. ↑ Tsai, Thomas C.; Orav, E. John; Jha, Ashish K. (January 2015). "Patient satisfaction and quality of surgical care in US hospitals". Annals of Surgery. 261 (1): 2–8. doi:10.1097/SLA.0000000000000765. ISSN   1528-1140. PMC   4248016 . PMID   24887985.
  16. ↑ Kravitz, Richard (1998). "Patient satisfaction with health care". Journal of General Internal Medicine. 13 (4): 280–282. doi:10.1046/j.1525-1497.1998.00084.x. ISSN   0884-8734. PMC   1496942 . PMID   9565395.
  17. ↑ Falkenberg, Kai (21 January 2013). "Why Rating Your Doctor Is Bad For Your Health". forbes.com. Retrieved 3 April 2015.
  18. ↑ Rosenbaum, Lisa (23 July 2013). "When Doctors Tell Patients What They Don't Want to Hear". newyorker.com. Retrieved 3 April 2015.
  19. ↑ Fenton JJ, Jerant AF, Bertakis KD, Franks P (2012). "The Cost of SatisfactionA National Study of Patient Satisfaction, Health Care Utilization, Expenditures, and Mortality". Arch Intern Med. 172 (5): 405–411. doi: 10.1001/archinternmed.2011.1662 . PMID   22331982.{{cite journal}}: CS1 maint: multiple names: authors list (link)
  20. ↑ Otani K, Harris L, Tierney W. A paradigm shift in patient satisfaction assessment. Medical Care Research And Review [serial online]. September 2003;60(3):347-365.
  21. ↑ Omid Rasouli and Mohammad Hossein Zarei, "Monitoring and Reducing Patient Dissatisfaction: A Case Study of an Iranian Public Hospital", Total Quality Management & Business Excellence, vol. 27 no. 5-6, pp. 531-559, 2016. https://dx.doi.org/10.1080/14783363.2015.1016869
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