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Chang YW, Hsu PY, Wang Y, Chang PY. Integration of online and offline health services: The role of doctor-patient online interaction. PATIENT EDUCATION AND COUNSELING 2019; 102:1905-1910. [PMID: 31279612 DOI: 10.1016/j.pec.2019.04.018] [Citation(s) in RCA: 23] [Impact Index Per Article: 4.6] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Track Full Text] [Subscribe] [Scholar Register] [Received: 06/14/2018] [Revised: 04/12/2019] [Accepted: 04/17/2019] [Indexed: 06/09/2023]
Abstract
OBJECTIVE This study aims to investigate how doctor-patient online interaction affects the integration of online and offline health services. Drawing on justice theory and the stimulus-organism-response (S-O-R) framework, justice perceptions are conceptualized as online health communication in influencing patient experiences and subsequent responses. METHODS Data were collected from 241 online consultation patients. Partial least squares structural equation modeling (PLS-SEM) approach was used to test the research model and 12 hypothesized relationships. RESULTS Distributive justice, procedural justice, and interpersonal justice significantly affect trust, which in turn affects satisfaction and the continued intention to consult. Distributive justice and informational justice significantly affect satisfaction, which in turn affects the continued intention to consult. Finally, the continued intention to consult significantly affects the behavioral intention to visit. CONCLUSION Doctors can attract patients to visit them in physical hospitals by providing good online health services. Before physically visiting doctors, patients can also search for a suitable doctor that meets their needs through online consultations. To the best of our knowledge, this study is the first to integrate online and offline health services. PRACTICE IMPLICATIONS From the perspective of health communication, the understanding of doctor-patient online interaction offers doctors and hospitals guidance to improve doctor-patient relationships.
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Affiliation(s)
- Yu-Wei Chang
- Department of Business Management, National Taichung University of Science and Technology
| | - Ping-Yu Hsu
- Department of Business Administration, National Central University.
| | - Ying Wang
- Department of Gastroenterology, Wenzhou People's Hospital
| | - Po-Ya Chang
- Department of Leisure Industry and Health Promotion, National Taipei University of Nursing and Health Sciences
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Alzoubi MM, Hayati KS, Rosliza AM, Ahmad AA, Al-Hamdan ZM. Total quality management in the health-care context: integrating the literature and directing future research. Risk Manag Healthc Policy 2019; 12:167-177. [PMID: 31576185 PMCID: PMC6765328 DOI: 10.2147/rmhp.s197038] [Citation(s) in RCA: 16] [Impact Index Per Article: 3.2] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 12/04/2018] [Accepted: 07/11/2019] [Indexed: 11/23/2022] Open
Abstract
Background Synergistic integration of predictors and elements that determine the success of total quality management (TQM) implementations in hospitals has been the bane of theoretical development in the TQM research area. Thus, this paper aims to offer a systematic literature review to provide a foundation on which research on TQM can be built and to identify the predictors of successful TQM in the health-care context. Materials and methods A systematic literature survey was adopted in this paper, involving the review of 25 relevant researched articles found in the databases Science Direct, EBSCO, MEDLINE, CINAHL and PubMed. Result The systematic literature survey reveals five variables to be core predictors of TQM, signifying how important these variables are in the successful implementation of TQM in the health-care context. Also, it is revealed that the identified core predictors have positive effects on an improved health-care system. However, the systematic survey of the literature reveals a dearth of studies on TQM in the health-care context. Conclusion As TQM has become an important management approach for advancing effectiveness in the health-care sector, this kind of research is of value to researchers and managers. Stakeholders in the health sectors should introduce and implement TQM in hospitals and clinics. Nevertheless, this study has limitations, including that the databases and search engines adopted for the literature search are not exhaustive.
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Affiliation(s)
- Majdi M Alzoubi
- Department of Community Health, Faculty of Medicine and Health Sciences, University Putra Malaysia, UPM Serdang, Selangor Darul Ehsan 43400, Malaysia
| | - K S Hayati
- Department of Community Health, Faculty of Medicine and Health Sciences, University Putra Malaysia, UPM Serdang, Selangor Darul Ehsan 43400, Malaysia
| | - A M Rosliza
- Department of Community Health, Faculty of Medicine and Health Sciences, University Putra Malaysia, UPM Serdang, Selangor Darul Ehsan 43400, Malaysia
| | - A A Ahmad
- Department of Community Health, Faculty of Medicine and Health Sciences, University Putra Malaysia, UPM Serdang, Selangor Darul Ehsan 43400, Malaysia
| | - Z M Al-Hamdan
- Department of Nursing Management, Faculty of Nursing, Jordan University of Science and Technology, Irbid, Jordan
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Chandra S, Ward P, Mohammadnezhad M. Factors Associated With Patient Satisfaction in Outpatient Department of Suva Sub-divisional Health Center, Fiji, 2018: A Mixed Method Study. Front Public Health 2019; 7:183. [PMID: 31312630 PMCID: PMC6614334 DOI: 10.3389/fpubh.2019.00183] [Citation(s) in RCA: 35] [Impact Index Per Article: 7.0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 12/22/2018] [Accepted: 06/17/2019] [Indexed: 02/05/2023] Open
Abstract
Background: With evolving health care industry toward patient centered orientation, inputs from the patients' perspective is valuable. Improved patient satisfaction is associated with increased levels of adherence to treatment processes and recommended prevention, and improved health outcomes. Hence, this study was conducted to assess the current level of patient satisfaction and explore its determinants in the Suva Subdivision health centers, Fiji, 2018. Methods: This was a mixed method cross-sectional study employing both quantitative and qualitative designs. A random sample of 410 participants attending the outpatient services completed the self-administered structured questionnaire. The questionnaire focused on socio-demographic features, waiting time, doctors' communication, and patient trust. Data from 375 questionnaires (response rate of 91%) was analyzed in SPSS where descriptive analysis and univariate and multivariate logistic regression was done at 0.05 level of significance and 95% confidence interval to find the determinants of patient satisfaction. From these 375 participants, 20 participants were purposefully selected for audio recorded interview guided by a semi-structured questionnaire and data was analyzed using thematic analysis. Results: The majority of the patients were generally fully satisfied with their consultation (69.3%). Univariate logistic regression showed that age, gender, education level, waiting time, doctors' communication behavior, and patient trust level were significantly associated with patient satisfaction independently. After controlling for all the variables, gender, number of visits, waiting time, and patient trust were significantly associated with trust. Those who had full trust in the doctors, were more likely to be fully satisfied with their consultation (aOR of 18; p = 0.0001) and those who got seen within 1 h, were more likely to be satisfied with their consultation (aOR of 3.3; p = 0.0001). Though, the patients voiced that getting a satisfying consultation was worth the wait. The doctors' attitude and way of communication also made a difference to the patient's level of satisfaction. Conclusions: This study showed that patient satisfaction is positively associated with patient trust, doctors' interpersonal skills and communication behavior and negatively associated with waiting time. Hence, doctors upgrading their communication skills and health service managers strategizing ways to improve waiting time can contribute to better patient trust and thus lead to better patient satisfaction and positively influence health outcomes.
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Affiliation(s)
- Swastika Chandra
- Department of Public Health, School of Public Health and Primary Care, Fiji National University, Suva, Fiji
| | - Paul Ward
- Department of Public Health, School of Health Sciences, Flinders University, Adelaide, SA, Australia
| | - Masoud Mohammadnezhad
- Department of Public Health, School of Public Health and Primary Care, Fiji National University, Suva, Fiji
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Chiou SJ, Lee PC, Chang YH, Huang PS, Lee LH, Lin KC. Assessment of patient experience profiles and satisfaction with expectations of treatment effects by using latent class analysis based on a national patient experience survey in Taiwan. BMJ Open 2019; 9:e023045. [PMID: 30852529 PMCID: PMC6429738 DOI: 10.1136/bmjopen-2018-023045] [Citation(s) in RCA: 7] [Impact Index Per Article: 1.4] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Track Full Text] [Download PDF] [Journal Information] [Submit a Manuscript] [Subscribe] [Scholar Register] [Indexed: 01/17/2023] Open
Abstract
OBJECTIVES Health system responsiveness is a complicated issue that guides researchers wishing to design an efficient methodology for enhancing understanding of perspectives regarding healthcare systems. This study examined the relationship between patient experience profiles and satisfaction with expectations of treatment effects. DESIGN This was a cross-sectional study. We used eight items obtained from latent class analysis to develop patient experience profiles. SETTING Primary care users in Taiwan. PARTICIPANTS This study conducted an annual National Health Insurance survey in Taiwan and sampled from those who had experience with the medical service in primary care clinics in 2015. PRIMARY OUTCOME MEASURE Respondents were asked to indicate the extent of their satisfaction with their expectation of treatment effects (or symptom improvement). RESULTS The proportions of participants in groups 1-4 were 34%, 24%, 29% and 12%, respectively. Patients in good health were more satisfied with their expectations of treatment effects (OR 1.639, p=0.007). Furthermore, group 4 (-eAll) were less satisfied with their expectations of treatment effects than those in the other three groups (ORs: group 1 (+eAll): 9.81, group 2 (-CwR): 4.14 and group 3 (-CnR): 4.20). CONCLUSIONS The results revealed that experiences of poor accessibility and physician-patient relationships affected the patients' expectations. Therefore, greater accessibility and more positive physician-patient relationships could lead to higher patient satisfaction with their expectations of treatment effects. Furthermore, the findings could assist authorities in targeting specific patients, with the objective of improving their healthcare service experience. They could also serve as a mechanism for improving the quality of healthcare services and increase accountability in healthcare practices.
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Affiliation(s)
- Shang-Jyh Chiou
- Health Care Management, National Taipei University of Nursing and Health Sciences, Taipei, Taiwan
| | - Pei-Chen Lee
- Health Care Management, National Taipei University of Nursing and Health Sciences, Taipei, Taiwan
| | - Yu-Hsuan Chang
- Planning, National Health Insurance Admission, Taipei, Taiwan
| | - Pei-Shan Huang
- Planning, National Health Insurance Admission, Taipei, Taiwan
| | - Li-Hui Lee
- Health Care Management, National Taipei University of Nursing and Health Sciences, Taipei, Taiwan
| | - Kuan-Chia Lin
- Hospital and Health Care Administration, National Yang-Ming University, Taipei, Taiwan
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Knowledge and satisfaction of health insurance clients: a cross-sectional study in a tertiary hospital in Ghana. J Public Health (Oxf) 2018. [DOI: 10.1007/s10389-018-1000-y] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 10/27/2022] Open
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Lee S, Wang W, Washburn DJ, Shi H, Yu Y, Du Y, Zhang H, Maddock JE. Effect of the treatment-before-deposit policy on trust in physicians and perceived service quality among patients in 12 hospitals in China. Int J Health Plann Manage 2018; 33:1110-1120. [PMID: 30074645 DOI: 10.1002/hpm.2592] [Citation(s) in RCA: 4] [Impact Index Per Article: 0.7] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 03/21/2018] [Revised: 05/24/2018] [Accepted: 06/29/2018] [Indexed: 11/10/2022] Open
Abstract
This study examined effects of the treatment-before-deposit policy on Chinese patients' trust in physicians and perceived service quality. This study included 3313 patients recruited from 12 hospitals in China. The research team used cross-sectional survey to examine Chinese patients' experience with the treatment-before-deposit policy, perceived service quality, and trust in their physicians. Using mediation analysis, we estimated direct and indirect effects of the treatment-before-deposit policy on patients' perceived service quality and trust in their physicians. Patients who benefitted from the treatment-before-deposit policy reported greater service quality and higher trust in their physicians. The impacts of whether patients benefitted from the policy on trust in physicians were fully mediated by perceived service quality with statistically significant indirect effect. The results support the hypothesis that the treatment-before-deposit policy improves patients' perceived service quality and trust in physicians.
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Affiliation(s)
- Shinduk Lee
- Center for Population Health and Aging, School of Public Health, Texeas A&M University, College Station, TX, USA.,Department of Health Promotion and Community Health Sciences, School of Public Health, Texas A&M University, College Station, TX, USA
| | - Wenxin Wang
- School of Management, Jiangsu University, Zhen Jiang, China
| | - David J Washburn
- Department of Health Policy and Management, School of Public Health, Texas A&M University, College Station, TX, USA
| | - Hongmei Shi
- School of Management, Jiangsu University, Zhen Jiang, China
| | - Yue Yu
- School of Management, Jiangsu University, Zhen Jiang, China
| | - Yuxian Du
- Department of Health Policy and Management, School of Public Health, Texas A&M University, College Station, TX, USA
| | - Hao Zhang
- Department of Health Policy and Management, School of Public Health, Texas A&M University, College Station, TX, USA
| | - Jay E Maddock
- Office of the Dean, School of Public Health, Texas A&M University, College Station, TX, USA
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Forbes DR, Nolan D. Factors associated with patient-satisfaction in student-led physiotherapy clinics: A qualitative study. Physiother Theory Pract 2018; 34:705-713. [PMID: 29308961 DOI: 10.1080/09593985.2018.1423592] [Citation(s) in RCA: 22] [Impact Index Per Article: 3.7] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 10/18/2022]
Abstract
BACKGROUND AND PURPOSE Student-led physiotherapy clinics are a valuable means for providing clinical education opportunities for student learning and providing cost-effective services to the public. Understanding patient satisfaction within the student-led physiotherapy clinic setting is important to inform organizational, educational, and clinical processes that aim to balance both student learning experiences and quality patient care. DESIGN A cross-sectional qualitative design using semi-structured interviews. RESULTS A total of 20 patients from three different university student-led physiotherapy clinics were interviewed. Five major themes were associated with patient satisfaction, style of supervision, student-supervisor relationship, quality of physiotherapy care, student qualities and cost, and location of the service. CONCLUSION The results emphasize the importance placed by patients on effective communication, as well as the relationship between the supervisor and student overseeing their care. The findings highlight the influence of both the student and supervisor on patient satisfaction and provide insight into the style of student supervision from the perspective of the patient.
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Affiliation(s)
- Dr Roma Forbes
- a School of Health and Rehabilitation Sciences, Physiotherapy , The University of Queensland , Brisbane , Australia
| | - Damien Nolan
- a School of Health and Rehabilitation Sciences, Physiotherapy , The University of Queensland , Brisbane , Australia
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Schaal T, Schoenfelder T, Klewer J, Kugler J. Effects of perceptions of care, medical advice, and hospital quality on patient satisfaction after primary total knee replacement: A cross-sectional study. PLoS One 2017; 12:e0178591. [PMID: 28609474 PMCID: PMC5469462 DOI: 10.1371/journal.pone.0178591] [Citation(s) in RCA: 10] [Impact Index Per Article: 1.4] [Reference Citation Analysis] [Abstract] [MESH Headings] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 08/16/2016] [Accepted: 05/16/2017] [Indexed: 11/18/2022] Open
Abstract
Introduction The increase in the number of patients presenting with osteoarthritis in the past decade has led to a 32% increase in knee replacement surgeries designed to reduce restrictions on patient movement and improve their quality of life. Patient satisfaction is becoming an increasingly important indicator of quality of care. This study was designed to identify predictors of various service components in the treatment process and hospital key performance indicators significantly associated with patient satisfaction. Materials and methods A multicenter cross-sectional study was conducted with 856 patients having their primary total knee replacements at 41 hospitals. Patient satisfaction was queried via a validated, multidimensional questionnaire mainly using a six-point scale. In addition to bivariate calculations, patient satisfaction was the dependent variable in a binary logistic regression model. Results The bivariate analysis showed a strong association between satisfaction and sex (male or female), the patients’ health before admission, and the length of stay. The number of cases treated at each hospital did not reveal any impact on satisfaction. The multivariate analysis identified three predictors associated with overall satisfaction. The strongest factor was the treatment outcome and the weakest was the quality of food. It became apparent that the statutory procedure minimums were not being met. Conclusions The relevant factors influencing patient satisfaction were partially the same as previous study results and allowed more detailed conclusions. The results provide suggestions across hospitals that could help health care providers better meet needs of patients after knee arthroplasties.
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Affiliation(s)
- Tom Schaal
- Department of Public Health, Dresden Medical School, University of Dresden, Loescherstrasse 18, Dresden, Saxony, Germany
- * E-mail:
| | - Tonio Schoenfelder
- Department of Public Health, Dresden Medical School, University of Dresden, Loescherstrasse 18, Dresden, Saxony, Germany
| | - Joerg Klewer
- Department of Public Health and Health Care Management, University of Applied Sciences Zwickau, Dr.-Friedrichs-Ring 2A, Zwickau, Saxony, Germany
| | - Joachim Kugler
- Department of Public Health, Dresden Medical School, University of Dresden, Loescherstrasse 18, Dresden, Saxony, Germany
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Wolcott V, Agarwal R, Nelson DA. Is Provider Secure Messaging Associated With Patient Messaging Behavior? Evidence From the US Army. J Med Internet Res 2017; 19:e103. [PMID: 28385681 PMCID: PMC5399218 DOI: 10.2196/jmir.6804] [Citation(s) in RCA: 21] [Impact Index Per Article: 3.0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 10/13/2016] [Revised: 02/01/2017] [Accepted: 03/04/2017] [Indexed: 11/24/2022] Open
Abstract
Background Secure messaging with health care providers offers the promise of improved patient-provider relationships, potentially facilitating outcome improvements. But, will patients use messaging technology in the manner envisioned by policy-makers if their providers do not actively use it? Objective We hypothesized that the level and type of secure messaging usage by providers might be associated with messaging initiation by their patients. Methods The study employed a dataset of health care and secure messaging records of more than 81,000 US Army soldiers and nearly 3000 clinicians with access to a patient portal system. We used a negative binomial regression model on over 25 million observations to determine the adjusted association between provider-initiated and provider-response messaging and subsequent messaging by their patients in this population over a 4-year period. Results Prior provider-initiated and response messaging levels were associated with new patient messaging when controlling for the patient’s health care utilization and diagnoses, with the strongest association for high provider-response messaging level. Patients whose providers were highly responsive to the messages of other patients initiated 334% more secure messages (P<.001) than patients with providers who did not personally respond to other patients’ messages. Conclusions Our results indicate that provider messaging usage levels and types thereof predict their patients’ subsequent communication behavior. The findings suggest the need for more study into the factors associated with provider messaging to fully understand the mechanisms of this relationship.
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Affiliation(s)
- Vickee Wolcott
- Army-Baylor University Graduate Program in Health and Business Administration, JBSA Ft Sam Houston, TX, United States
| | - Ritu Agarwal
- Center for Health Information and Decision Systems, Robert H Smith School of Business, University of Maryland, College Park, MD, United States
| | - D Alan Nelson
- School of Medicine, Stanford University, Stanford, CA, United States
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Kim CE, Shin JS, Lee J, Lee YJ, Kim MR, Choi A, Park KB, Lee HJ, Ha IH. Quality of medical service, patient satisfaction and loyalty with a focus on interpersonal-based medical service encounters and treatment effectiveness: a cross-sectional multicenter study of complementary and alternative medicine (CAM) hospitals. BMC COMPLEMENTARY AND ALTERNATIVE MEDICINE 2017; 17:174. [PMID: 28351389 PMCID: PMC5370429 DOI: 10.1186/s12906-017-1691-6] [Citation(s) in RCA: 35] [Impact Index Per Article: 5.0] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Track Full Text] [Download PDF] [Figures] [Subscribe] [Scholar Register] [Received: 03/23/2016] [Accepted: 03/16/2017] [Indexed: 11/10/2022]
Abstract
BACKGROUND Treatment effectiveness holds considerable importance in the association between service quality and satisfaction in medical service studies. While complementary and alternative medicine (CAM) use grows more prominent, comprehensive evaluations of the quality of medical service at CAM-oriented hospitals are scarce. This study assesses the quality of medical services provided at a CAM-oriented hospital of Korean medicine using the service encounter system approach and analyzes the influence of treatment effectiveness on patient loyalty. METHODS A survey study using one-on-one interviews was conducted using a cross-sectional design in outpatients visiting one of fifteen Korean medicine facilities located throughout Korea. A total of 880 surveys were completed from June to July, 2014, and 728 surveys were included in the final analysis after excluding incomplete or incorrect questionnaires. The reliability and validity of the surveys was confirmed using Cronbach's alpha coefficient and confirmatory factor analysis, and a structural equation modeling analysis was performed to verify causality and association between factors (quality of medical service, treatment effectiveness, patient satisfaction, and intent to revisit). RESULTS The measured factors of physician performance and quality of service procedures had a positive effect on treatment effectiveness. The impression of the facilities and environment directly impacted satisfaction rates for interpersonal-based medical service encounters, while treatment effectiveness positively affected satisfaction regarding quality of medical service. However, treatment effectiveness had a more significant effect on satisfaction compared to facilities and environment, and it indirectly affected satisfaction and directly influenced intent to revisit. Treatment effectiveness and satisfaction both positively influenced intent to revisit. CONCLUSIONS The importance of treatment effectiveness should be recognized when examining quality of medical services, and we hope that these findings may contribute to future studies.
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Affiliation(s)
- Chang Eun Kim
- Jaseng Spine and Joint Research Institute, Jaseng Medical Foundation, 858 Eonju-ro, Gangnam-gu, Seoul, Republic of Korea
| | - Joon-Shik Shin
- Jaseng Spine and Joint Research Institute, Jaseng Medical Foundation, 858 Eonju-ro, Gangnam-gu, Seoul, Republic of Korea
| | - Jinho Lee
- Jaseng Spine and Joint Research Institute, Jaseng Medical Foundation, 858 Eonju-ro, Gangnam-gu, Seoul, Republic of Korea
| | - Yoon Jae Lee
- Jaseng Spine and Joint Research Institute, Jaseng Medical Foundation, 858 Eonju-ro, Gangnam-gu, Seoul, Republic of Korea
| | - Me-riong Kim
- Jaseng Spine and Joint Research Institute, Jaseng Medical Foundation, 858 Eonju-ro, Gangnam-gu, Seoul, Republic of Korea
| | - Areum Choi
- Jaseng Spine and Joint Research Institute, Jaseng Medical Foundation, 858 Eonju-ro, Gangnam-gu, Seoul, Republic of Korea
| | - Ki Byung Park
- Jaseng Spine and Joint Research Institute, Jaseng Medical Foundation, 858 Eonju-ro, Gangnam-gu, Seoul, Republic of Korea
| | - Ho-Joo Lee
- Jaseng Spine and Joint Research Institute, Jaseng Medical Foundation, 858 Eonju-ro, Gangnam-gu, Seoul, Republic of Korea
| | - In-Hyuk Ha
- Jaseng Spine and Joint Research Institute, Jaseng Medical Foundation, 858 Eonju-ro, Gangnam-gu, Seoul, Republic of Korea
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Interrelationships among quality enablers, service quality, patients’ satisfaction and loyalty in hospitals. TQM JOURNAL 2017. [DOI: 10.1108/tqm-02-2015-0032] [Citation(s) in RCA: 29] [Impact Index Per Article: 4.1] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
The purpose of this paper is to clarify how enablers of quality management can secure the satisfaction and loyalty of patients through increasing service quality in hospitals.
Design/methodology/approach
The current study conducted a review of the existing literature to identify operational dimensions of the research variables. As a result of the review, 17 dimensions were identified; five European foundation for quality management enablers, five SERVQUAL service quality dimensions, four patients’ satisfaction elements and three patients’ loyalty components. To evaluate interrelationships among these 17 research dimensions, decision-making trial and evaluation laboratory technique was applied using experts’ opinions.
Findings
Several key relations were found among research dimensions. Research findings could provide a scientific insight for hospital managers to understand how they could increase the level of patients’ satisfaction and loyalty through high-quality services provided by quality management enablers.
Research limitations/implications
This study has been conducted based on the expert’s opinions from private hospitals located in Tehran and Alborz provinces, Iran. Although the results could be useful for hospital managers in different places and could provide them a valuable insight and knowledge, findings are limited to Iranian private hospitals.
Originality/value
It is taken for granted that patients’ satisfaction and loyalty could increase as a result of high-quality medical and treatment services in hospitals. On the other hand, offering excellent services meeting all the needs and expectations of customers could be consequence product of quality management enablers. Even though satisfaction and loyalty of customers, i.e. patients, is the primary target of quality management, there is little research in the literature as to how enablers of quality management can secure the satisfaction and loyalty through increasing service quality in hospitals. The gap is more critical because the specialized dimensions of four research variables have not been previously integrated into a coherent framework and interrelationships among them have not been studied and clarified in detail. The current study attempts to bridge this gap.
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Auras S, Ostermann T, de Cruppé W, Bitzer EM, Diel F, Geraedts M. Patient satisfaction with ambulatory care in Germany: effects of patient- and medical practice-related factors. Int J Qual Health Care 2016; 28:808-815. [PMID: 27655791 DOI: 10.1093/intqhc/mzw114] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.1] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 09/06/2016] [Accepted: 08/30/2016] [Indexed: 11/13/2022] Open
Abstract
Objective The study aimed to illustrate the effect of the patients' sex, age, self-rated health and medical practice specialization on patient satisfaction. Design Secondary analysis of patient survey data using multilevel analysis (generalized linear mixed model, medical practice as random effect) using a sequential modelling strategy. We examined the effects of the patients' sex, age, self-rated health and medical practice specialization on four patient satisfaction dimensions: medical practice organization, information, interaction, professional competence. Setting The study was performed in 92 German medical practices providing ambulatory care in general medicine, internal medicine or gynaecology. Participants In total, 9888 adult patients participated in a patient survey using the validated 'questionnaire on satisfaction with ambulatory care-quality from the patient perspective [ZAP]'. Main outcome measure(s) We calculated four models for each satisfaction dimension, revealing regression coefficients with 95% confidence intervals (CIs) for all independent variables, and using Wald Chi-Square statistic for each modelling step (model validity) and LR-Tests to compare the models of each step with the previous model. Results The patients' sex and age had a weak effect (maximum regression coefficient 1.09, CI 0.39; 1.80), and the patients' self-rated health had the strongest positive effect (maximum regression coefficient 7.66, CI 6.69; 8.63) on satisfaction ratings. The effect of medical practice specialization was heterogeneous. Conclusions All factors studied, specifically the patients' self-rated health, affected patient satisfaction. Adjustment should always be considered because it improves the comparability of patient satisfaction in medical practices with atypically varying patient populations and increases the acceptance of comparisons.
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Affiliation(s)
- Silke Auras
- Department of Medicine, Institute for Health Systems Research, Witten/Herdecke University, Alfred-Herrhausen-Straße 50, D-58448 Witten, Germany
| | - Thomas Ostermann
- Department of Psychology, Chair of Research Methodology and Statistics in Psychology, Witten/Herdecke University, Alfred-Herrhausen-Straße 50, D-58448 Witten, Germany
| | - Werner de Cruppé
- Department of Medicine, Institute for Health Systems Research, Witten/Herdecke University, Alfred-Herrhausen-Straße 50, D-58448 Witten, Germany
| | - Eva-Maria Bitzer
- Department of Public Health and Health Education, University of Education, Kunzenweg 21, D-79117 Freiburg, Germany
| | - Franziska Diel
- Department for Cross-Sectoral Quality Improvement, National Association of Statutory Health Insurance Physicians (NASHIP), Herbert-Lewin-Platz 2, D-10623 Berlin, Germany
| | - Max Geraedts
- Faculty of Medicine, Institute for Health Services Research and Clinical Epidemiology, Philipps-University Marburg, Karl-von-Frisch-Straße 4, D-35043 Marburg, Germany
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Cham TH, Lim YM, Aik NC, Tay AGM. Antecedents of hospital brand image and the relationships with medical tourists’ behavioral intention. INTERNATIONAL JOURNAL OF PHARMACEUTICAL AND HEALTHCARE MARKETING 2016. [DOI: 10.1108/ijphm-02-2016-0012] [Citation(s) in RCA: 26] [Impact Index Per Article: 3.3] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
Medical tourism is growing rapidly in the recent years in various Asian countries. The success of the hospitals engaged in medical tourism largely depends on their abilities in maintaining the repeating customers and to attract new customers. Hence, the purpose of this study is to examine the impacts of word-of-mouth and social media on hospital brand image. It also attempts to examine the relationships between brand image, perceived service quality, patient satisfaction and behavioral intention.
Design/methodology/approach
A questionnaire survey was used to collect data from 386 medical tourists to test the proposed model. All the measurement scales adopted in this study were adapted from the existing literature. The data collected in this study were analyzed using both SPSS and structural equation modeling approach via AMOS.
Findings
The findings from the structural analysis indicated that both word-of-mouth and hospital-generated social media have a significant impact on brand image. Hospital brand image positively influences medical tourists’ perception of service quality, and their perceived service quality is significantly related to their satisfaction, which in turn, leads to their behavioral intention.
Originality/value
This study is one of the few studies that considers the importance of hospital’s brand image in influencing medical tourists’ perceptions on the quality of healthcare services that they experienced during their medical trips. This research study also raises the significance of word-of-mouth communication and social media that influence hospitals’ brand image, which has been neglected by many studies.
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Shan L, Li Y, Ding D, Wu Q, Liu C, Jiao M, Hao Y, Han Y, Gao L, Hao J, Wang L, Xu W, Ren J. Patient Satisfaction with Hospital Inpatient Care: Effects of Trust, Medical Insurance and Perceived Quality of Care. PLoS One 2016; 11:e0164366. [PMID: 27755558 PMCID: PMC5068749 DOI: 10.1371/journal.pone.0164366] [Citation(s) in RCA: 65] [Impact Index Per Article: 8.1] [Reference Citation Analysis] [Abstract] [MESH Headings] [Grants] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 02/21/2016] [Accepted: 09/23/2016] [Indexed: 01/06/2023] Open
Abstract
OBJECTIVE Deteriorations in the patient-provider relationship in China have attracted increasing attention in the international community. This study aims to explore the role of trust in patient satisfaction with hospital inpatient care, and how patient-provider trust is shaped from the perspectives of both patients and providers. METHODS We adopted a mixed methods approach comprising a multivariate logistic regression model using secondary data (1200 people with inpatient experiences over the past year) from the fifth National Health Service Survey (NHSS, 2013) in Heilongjiang Province to determine the associations between patient satisfaction and trust, financial burden and perceived quality of care, followed by in-depth interviews with 62 conveniently selected key informants (27 from health and 35 from non-health sectors). A thematic analysis established a conceptual framework to explain deteriorating patient-provider relationships. FINDINGS About 24% of respondents reported being dissatisfied with hospital inpatient care. The logistic regression model indicated that patient satisfaction was positively associated with higher level of trust (OR = 14.995), lower levels of hospital medical expenditure (OR = 5.736-1.829 as compared with the highest quintile of hospital expenditure), good staff attitude (OR = 3.155) as well as good ward environment (OR = 2.361). But patient satisfaction was negatively associated with medical insurance for urban residents and other insurance status (OR = 0.215-0.357 as compared with medical insurance for urban employees). The qualitative analysis showed that patient trust-the most significant predictor of patient satisfaction-is shaped by perceived high quality of service delivery, empathic and caring interpersonal interactions, and a better designed medical insurance that provides stronger financial protection and enables more equitable access to health care. CONCLUSION At the core of high levels of patient dissatisfaction with hospital care is the lack of trust. The current health care system reform in China has yet to address the fundamental problems embedded in the system that caused distrust. A singular focus on doctor-patient inter-personal interactions will not offer a successful solution to the deteriorated patient-provider relationships unless a systems approach to accountability is put into place involving all stakeholders.
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Affiliation(s)
- Linghan Shan
- Department of Social Medicine, School of Public Health, Harbin Medical University, Harbin, Heilongjiang Province, China
| | - Ye Li
- Department of Health Policy and Hospital Management, School of Public Health, Harbin Medical University, Harbin, Heilongjiang Province, China
| | - Ding Ding
- Department of Social Medicine, School of Public Health, Harbin Medical University, Harbin, Heilongjiang Province, China
| | - Qunhong Wu
- Department of Social Medicine, School of Public Health, Harbin Medical University, Harbin, Heilongjiang Province, China
| | - Chaojie Liu
- School of Psychology and Public Health, La Trobe University, Melbourne, Australia
| | - Mingli Jiao
- Department of Health Policy and Hospital Management, School of Public Health, Harbin Medical University, Harbin, Heilongjiang Province, China
| | - Yanhua Hao
- Department of Social Medicine, School of Public Health, Harbin Medical University, Harbin, Heilongjiang Province, China
| | - Yuzhen Han
- The Forth Affiliated Hospital of Harbin Medical University
| | - Lijun Gao
- Department of Social Medicine, School of Public Health, Harbin Medical University, Harbin, Heilongjiang Province, China
| | - Jiejing Hao
- Department of Social Medicine, School of Public Health, Harbin Medical University, Harbin, Heilongjiang Province, China
| | - Lan Wang
- Department of Social Medicine, School of Public Health, Harbin Medical University, Harbin, Heilongjiang Province, China
| | - Weilan Xu
- Department of Social Medicine, School of Public Health, Harbin Medical University, Harbin, Heilongjiang Province, China
| | - Jiaojiao Ren
- Department of Social Medicine, School of Public Health, Harbin Medical University, Harbin, Heilongjiang Province, China
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Weng HC, Chen TM, Lee WJ, Chang CS, Lin CT, Wu ML. Internal Marketing and Its Moderating Effects between Service-Oriented Encounter and Patient Satisfaction. ACTA PAUL ENFERM 2016. [DOI: 10.1590/1982-0194201600071] [Citation(s) in RCA: 6] [Impact Index Per Article: 0.8] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/22/2022] Open
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Waters S, Edmondston SJ, Yates PJ, Gucciardi DF. Identification of factors influencing patient satisfaction with orthopaedic outpatient clinic consultation: A qualitative study. ACTA ACUST UNITED AC 2016; 25:48-55. [DOI: 10.1016/j.math.2016.05.334] [Citation(s) in RCA: 42] [Impact Index Per Article: 5.3] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 01/29/2016] [Revised: 05/25/2016] [Accepted: 05/26/2016] [Indexed: 10/21/2022]
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Schaal T, Schoenfelder T, Klewer J, Kugler J. Determinants of patient satisfaction and their willingness to return after primary total hip replacement: a cross-sectional study. BMC Musculoskelet Disord 2016; 17:330. [PMID: 27502761 PMCID: PMC4977730 DOI: 10.1186/s12891-016-1196-3] [Citation(s) in RCA: 19] [Impact Index Per Article: 2.4] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Submit a Manuscript] [Subscribe] [Scholar Register] [Received: 04/14/2016] [Accepted: 07/30/2016] [Indexed: 12/21/2022] Open
Abstract
Background Surveys of patient satisfaction and their willingness to return can be used for the optimization of processes, improving their quality, and increasing the satisfaction and loyalty in customers. This study looked at the factors significantly associated with patient satisfaction after primary total hip replacement (THR), and which affect the patients’ willingness to return to the same hospital for future treatment, even when unrelated to their THR. Methods Data for the study was collected by written survey from 810 patients of 43 hospitals following their THR. Satisfaction and willingness to return were measured using a validated, multidimensional questionnaire, primarily based on six-point scales, which were then evaluated together with routine hospital data, according to bivariate and multivariate analyses. Results The bivariate analysis showed a strong correlation between satisfaction or willingness to return and the health condition before hospitalization as well as the perceived length of stay. In contrast, the patient’s gender and the number of inpatient cases in a hospital with THR had no influence. The binary logistic regression analyses identified three predictors associated with overall satisfaction and seven predictors associated with willingness to return. The strongest factor for both dependent variables was the perceived length of stay, and the weakest factor for satisfaction was the treatment outcome. Conclusions Overall, with all of the medical and service-related issues considered, high levels of satisfaction were reached. Despite the high satisfaction scores, probable causes for declining the willingness to return were identified. The results provide incentives for hospitals and medical professionals to attain a high satisfaction levels in their THR patients.
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Affiliation(s)
- Tom Schaal
- Department of Public Health, Dresden Medical School, University of Dresden, Loescherstrasse 18, 01309, Dresden, Germany.
| | - Tonio Schoenfelder
- Department of Public Health, Dresden Medical School, University of Dresden, Loescherstrasse 18, 01309, Dresden, Germany
| | - Joerg Klewer
- Department of Public Health and Health Care Management, University of Applied Sciences Zwickau, Dr.-Friedrichs-Ring 2A, 08056, Zwickau, Germany
| | - Joachim Kugler
- Department of Public Health, Dresden Medical School, University of Dresden, Loescherstrasse 18, 01309, Dresden, Germany
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69
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Reducing Racial Disparities in Breast Cancer Survivors' Ratings of Quality Cancer Care. J Healthc Qual 2016; 38:143-63. [DOI: 10.1097/jhq.0000000000000046] [Citation(s) in RCA: 11] [Impact Index Per Article: 1.4] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/25/2022]
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70
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Li M, Huang C, Lu X, Chen S, Zhao P, Lu H. Evaluation of medical staff and patient satisfaction of Chinese hospitals and measures for improvement. Biosci Trends 2016; 9:182-9. [PMID: 26166371 DOI: 10.5582/bst.2015.01043] [Citation(s) in RCA: 6] [Impact Index Per Article: 0.8] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/05/2022]
Abstract
Our goal is to establish criteria for evaluating satisfaction of medical staff and patients of Chinese hospitals and propose measures for improvement. A survey was conducted among medical staff and patients of infectious disease hospitals in three locations, i.e., Shanghai, Chongqing, and Nanning. The analyses included item analysis, factor analysis, reliability analysis, Pearson correlation and one-way analysis of variance. For the patient group, Kaiser-Meyer-Olkin (KMO) = 0.973, Cronbach's α = 0.962 and the Pearson correlation coefficients among the five dimensions of satisfaction ranged from 0.583 to 0.795. For the medical staff group, KMO = 0.972, Cronbach's α = 0.970, and the Pearson correlation coefficients among the five dimensions of satisfaction ranged from 0.603 to 0.854. The means on the five dimensions of satisfaction for the patient group were 0.74 to 1.34, 0.81 to 1.17, 0.78 to 1.07, 0.89 to 1.34, and 0.71 to 1.10. The means on the five dimensions of satisfaction for the medical staff group were 0.17 to 1.03, ‒ 0.16 to 0.60, ‒ 0.18 to 0.74, 0.23 to 0.72, and ‒ 0.39 to 0.37. The clinicians were less satisfied with the hospitals than the patients. Medical staff and patients in Shanghai were relatively more satisfied. Improving the evaluation criteria and survey methods with respect to medical staff and patient satisfaction with Chinese hospitals may increase clinician and patient satisfaction and improve the health care environment in China.
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Affiliation(s)
- Min Li
- Shanghai Public Health Clinical Center, Fudan University
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Van Velsen L, Wildevuur S, Flierman I, Van Schooten B, Tabak M, Hermens H. Trust in telemedicine portals for rehabilitation care: an exploratory focus group study with patients and healthcare professionals. BMC Med Inform Decis Mak 2016; 16:11. [PMID: 26818611 PMCID: PMC4728819 DOI: 10.1186/s12911-016-0250-2] [Citation(s) in RCA: 18] [Impact Index Per Article: 2.3] [Reference Citation Analysis] [Abstract] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 07/16/2015] [Accepted: 01/22/2016] [Indexed: 11/10/2022] Open
Abstract
BACKGROUND For many eServices, end-user trust is a crucial prerequisite for use. Within the context of Telemedicine, the role of trust has hardly ever been studied. In this study, we explored what determines trust in portals that facilitate rehabilitation therapy, both from the perspective of the patient and the healthcare professional. METHODS We held two focus groups with patients (total n = 15) and two with healthcare professionals (total n = 13) in which we discussed when trust matters, what makes up trust in a rehabilitation portal, what effect specific design cues have, and how much the participants trust the use of activity sensor data for informing treatment. RESULTS Trust in a rehabilitation portal is the sum of trust in different factors. These factors and what makes up these factors differ for patients and healthcare professionals. For example, trust in technology is made up, for patients, mostly by a perceived level of control and privacy, while for healthcare professionals, a larger and different set of issues play a role, including technical reliability and a transparent data storage policy. Healthcare professionals distrust activity sensor data for informing patient treatment, as they think that sensors are unable to record the whole range of movements that patients make (e.g., walking and ironing clothes). CONCLUSIONS The set of factors that affect trust in a rehabilitation portal are different from the sets that have been found for other contexts, like eCommerce. Trust in telemedicine technology should be studied as a separate subject to inform the design of reliable interventions.
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Affiliation(s)
- Lex Van Velsen
- Telemedicine group, Roessingh Research and Development, P.O. box 310, 7500AH, Enschede, The Netherlands. .,University of Twente, P.O. box 217, 7500AE, Enschede, The Netherlands.
| | - Sabine Wildevuur
- Waag Society, Sint Antoniesbreestraat 69, 1011HB, Amsterdam, The Netherlands. .,VU University, Talma Institute, De Boelelaan 1081, 1081HV, Amsterdam, The Netherlands.
| | - Ina Flierman
- Roessingh Center for Rehabilitation, P.O. box 310, 7500AH, Enschede, The Netherlands.
| | - Boris Van Schooten
- Telemedicine group, Roessingh Research and Development, P.O. box 310, 7500AH, Enschede, The Netherlands.
| | - Monique Tabak
- Telemedicine group, Roessingh Research and Development, P.O. box 310, 7500AH, Enschede, The Netherlands. .,University of Twente, P.O. box 217, 7500AE, Enschede, The Netherlands.
| | - Hermie Hermens
- Telemedicine group, Roessingh Research and Development, P.O. box 310, 7500AH, Enschede, The Netherlands. .,University of Twente, P.O. box 217, 7500AE, Enschede, The Netherlands.
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Lin CT, Chang CS. Job Satisfaction of Nurses and Its Moderating Effects on the Relationship Between Organizational Commitment and Organizational Citizenship Behaviors. Res Theory Nurs Pract 2015; 29:226-44. [PMID: 26502558 DOI: 10.1891/1541-6577.29.3.226] [Citation(s) in RCA: 7] [Impact Index Per Article: 0.8] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/25/2022]
Abstract
Because nurses deliver care to patients on behalf of hospitals, hospitals should enhance the spontaneous organizational citizenship behaviors of front-line nurses to increase patient satisfaction and, hence, to increase the competitiveness of the hospital. However, a major gap in the literature is the lack of evidence-based studies of the correlations among job satisfaction, organizational commitment, and organizational citizenship behaviors in nursing personnel. Therefore, this study performed a cross-sectional survey of nurses in 1 large hospital in Taiwan; out of 400 questionnaires distributed, 386 valid questionnaires were collected, which was a valid response rate of 96.50%. The survey results revealed that organizational commitment has a significant positive effect on organizational citizenship behaviors (γ11 = 0.57, p < .01) and that job satisfaction has a significant positive moderating effect on the relationship between organizational commitment and organizational citizenship behaviors (Δχ2 = 26.397, p < .01). Therefore, hospitals can improve the job satisfaction of their nursing staff by improving perceived working satisfaction, interpersonal satisfaction, and remunerative satisfaction, which would then improve organizational commitment and organizational citizenship behaviors.
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74
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Chen SY, Wu WC, Chang CS, Lin CT, Kung JY, Weng HC, Lin YT, Lee SI. Organizational justice, trust, and identification and their effects on organizational commitment in hospital nursing staff. BMC Health Serv Res 2015; 15:363. [PMID: 26347451 PMCID: PMC4562203 DOI: 10.1186/s12913-015-1016-8] [Citation(s) in RCA: 42] [Impact Index Per Article: 4.7] [Reference Citation Analysis] [Abstract] [MESH Headings] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 08/09/2013] [Accepted: 08/21/2015] [Indexed: 11/10/2022] Open
Abstract
BACKGROUND It is of importance and urgency for hospitals to retain excellent nursing staff in order to improve patient satisfaction and hospital performance. However, it was found that simply increasing the salary is not the best method to resolve the problem of lacking nursing staff; it is necessary to focus on the impact of non-monetary factors. The delicate relationship between organizational justice, organizational trust, organizational identification, and organizational commitment requires investigation and clarification from more studies if application in nursing practice is to be expected. Therefore, this study was to investigate how the organizational justice perception could affect nurses' organizational trust and organizational identification, and whether the organizational trust and organizational identification could encourage nurses to willingly remain in their jobs and commit themselves to the hospitals. METHODS A cross-sectional design was used. Questionnaires were distributed in 2013 to a convenience sample of 400 registered nurses in one teaching hospital in Taiwan: 392 were retrieved. Of these, 386 questionnaires were valid, which was a 96.5% response rate. The SPSS 17.0 and Amos 17.0 (structural equation modeling) statistical software packages were used for data analysis. RESULTS The organizational justice perceived by nurses significantly and positively affects their organizational trust (γ₁₁ = 0.49) and organizational identification (γ₂₁ = 0.58). Organizational trust (β₃₁ = 0.62) and organizational identification (β₃₂ = 0.53) significantly and positively affect organizational commitment. CONCLUSIONS Hospital managers can enhance the service concepts and attitudes of frontline nursing personnel by maximizing organizational justice, organizational trust and organizational identification. Nursing personnel would then be motivated to provide feedback to the attention and care provided by hospital management by demonstrating substantial improvements in their extra-role performance. Improved service concepts and attitudes would also facilitate teamwork among colleagues, boost the morale of the nursing faculty and reduce resignations and career changes.
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Affiliation(s)
- Su-Yueh Chen
- Division of Nursing, Department of Ophthalmology, Kaohsiung Medical University Hospital, Kaohsiung Medical University, Kaohsiung, Taiwan
| | - Wen-Chuan Wu
- Department of Ophthalmology, Kaohsiung Medical University Hospital, Kaohsiung Medical University, Kaohsiung, Taiwan.
| | | | - Chia-Tzu Lin
- Department of Marine Leisure Management, National Kaohsiung Marine University, Kaohsiung, Taiwan
| | - Jung-Yuan Kung
- Department of Information Management, R.O.C Naval academy, Kaohsiung, Taiwan
| | - Hui-Ching Weng
- Institute of Gerontology, College of Medicine, National Cheng Kung University, Tainan, Taiwan
| | - Yu-Tz Lin
- Department of Occupational Therapy, Shu-Zen Junior College of Medicine and Management, Kaohsiung, Taiwan
| | - Shu-I Lee
- Department of Medical Record Administration, Kaohsiung Veterans General Hospital, Kaohsiung, Taiwan
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Abstract
Purpose
– The purpose of this paper is to assess and examine the impact of physicians-nurses performance on patient perceptions on safety, trust and satisfaction.
Design/methodology/approach
– A cross-sectional study of 170 inpatients at 78 Chinese hospitals has been conducted. A structured questionnaire covering multiple constructs was used to collect the data. Methodology is described and results are discussed.
Findings
– Multivariate regression results show that despite the variations in education and training of physicians and nurses, trust is statistically significant in the models with doctors performance and nurses performance as dependent variables. One surprise result is that patient safety is not statistically significant in the regression model with NP as dependent variable.
Practical implications
– Doctor and nurses as well as other staff at any healthcare setting or ward should provide patients with high-quality and safe healthcare. Competences and performance of physicians and nurses are the primary source of patient safety.
Social implications
– The patient correlate their patients safety with doctors but not with nurses. On the other hand, they relate their satisfaction more to nurses performance than doctors performance.
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Inchauspe JAF, Moura GMSSD. Aplicabilidade dos resultados da pesquisa de satisfação dos usuários pela Enfermagem. ACTA PAUL ENFERM 2015. [DOI: 10.1590/1982-0194201500030] [Citation(s) in RCA: 5] [Impact Index Per Article: 0.6] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/22/2022] Open
Abstract
Objetivo Analisar a utilização de resultados da pesquisa de satisfação dos usuários pelas chefias de Enfermagem das unidades de internação. Métodos Pesquisa exploratória, descritiva, realizada em hospital universitário. O instrumento de pesquisa foi um formulário aplicado por entrevista com 14 enfermeiras. Os depoimentos transcritos foram submetidos à análise de conteúdo. Resultados Emergiram quatro categorias: a comunicação como forma de transmissão das informações para a equipe de Enfermagem; a contribuição da pesquisa de satisfação do usuário para o atendimento em saúde; mudanças implementadas nas unidades a partir dos resultados da pesquisa; e a influência da pesquisa de satisfação na avaliação de desempenho da equipe de Enfermagem. Conclusão As informações obtidas pela pesquisa de satisfação fornecem um panorama da performance do serviço e podem auxiliar gestores na tomada de decisões. Servem ainda como fonte de informação para a avaliação do desempenho individual dos funcionários e indicadores de qualidade da assistência.
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Measures that matter. Nurs Manag (Harrow) 2015; 46:14-6. [PMID: 25692638 DOI: 10.1097/01.numa.0000461065.41660.69] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/25/2022]
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Zarei E, Daneshkohan A, Khabiri R, Arab M. The Effect of Hospital Service Quality on Patient's Trust. IRANIAN RED CRESCENT MEDICAL JOURNAL 2014; 17:e17505. [PMID: 25763258 PMCID: PMC4341407 DOI: 10.5812/ircmj.17505] [Citation(s) in RCA: 16] [Impact Index Per Article: 1.6] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Subscribe] [Scholar Register] [Received: 01/10/2014] [Revised: 06/18/2014] [Accepted: 08/10/2014] [Indexed: 11/23/2022]
Abstract
Background: The trust is meant the belief of the patient to the practitioner or the hospital based on the concept that the care provider seeks the best for the patient and will provide the suitable care and treatment for him/her. One of the main determinants of patient’s trust is the service quality. Objectives: This study aimed to examine the effect of quality of services provided in private hospitals on the patient’s trust. Patients and Methods: In this descriptive cross-sectional study, 969 patients were selected using the consecutive method from eight private general hospitals of Tehran, Iran, in 2010. Data were collected through a questionnaire containing 20 items (14 items for quality, 6 items for trust) and its validity and reliability were confirmed. Data were analyzed using descriptive statistics and multivariate regression. Results: The mean score of patients' perception of trust was 3.80 and 4.01 for service quality. Approximately 38% of the variance in patient trust was explained by service quality dimensions. Quality of interaction and process (P < 0.001) were the strongest factors in predicting patient’s trust, but the quality of the environment had no significant effect on the patients' degree of trust. Conclusions: The interaction quality and process quality were the key determinants of patient’s trust in the private hospitals of Tehran. To enhance the patients' trust, quality improvement efforts should focus on service delivery aspects such as scheduling, timely and accurate doing of the service, and strengthening the interpersonal aspects of care and communication skills of doctors, nurses and staff.
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Affiliation(s)
- Ehsan Zarei
- Department of Public Health, Shahid Beheshti University of Medical Sciences, Tehran, IR Iran
| | - Abbas Daneshkohan
- Department of Public Health, Shahid Beheshti University of Medical Sciences, Tehran, IR Iran
| | - Roghayeh Khabiri
- National Institute of Health Research, Tehran University of Medical Sciences, Tehran, IR Iran
| | - Mohammad Arab
- Department of Health Management and Economics, Tehran University of Medical sciences, Tehran, IR Iran
- Corresponding Author: Mohammad Arab, Department of Health Management and Economics, Tehran University of Medical Sciences, Tehran, IR Iran. Tel: +98-9124199720, Fax: +98-2122432036, E-mail:
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Preminger JE, Oxenbøll M, Barnett MB, Jensen LD, Laplante-Lévesque A. Perceptions of adults with hearing impairment regarding the promotion of trust in hearing healthcare service delivery. Int J Audiol 2014; 54:20-8. [PMID: 25262671 DOI: 10.3109/14992027.2014.939776] [Citation(s) in RCA: 23] [Impact Index Per Article: 2.3] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/13/2022]
Abstract
OBJECTIVE This paper describes how trust is promoted in adults with hearing impairment within the context of hearing healthcare (HHC) service delivery. DESIGN Data were analysed from a previously published descriptive qualitative study that explored perspectives of adults with hearing impairment on hearing help-seeking and rehabilitation. STUDY SAMPLE Interview transcripts from 29 adults from four countries with different levels of hearing impairment and different experience with the HHC system were analysed thematically. RESULTS Patients enter into the HHC system with service expectations resulting in a preconceived level of trust that can vary from low to high. Relational competence, technical competence, commercialized approach, and clinical environment (relevant to both the clinician and the clinic) influence a patient's resulting level of trust. CONCLUSIONS Trust is evolving rather than static in HHC: Both clinicians and clinics can promote trust. The characteristics of HHC that engender trust are: practicing good communication, supporting shared decision making, displaying technical competence, offering comprehensive hearing rehabilitation, promoting self-management, avoiding a focus on hearing-aid sales, and offering a professional clinic setting.
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Affiliation(s)
- Jill E Preminger
- * Program in Audiology, University of Louisville School of Medicine , Louisville , USA
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Chang CS. Moderating Effects of Nurses’ Organizational Justice Between Organizational Support and Organizational Citizenship Behaviors for Evidence-Based Practice. Worldviews Evid Based Nurs 2014; 11:332-40. [DOI: 10.1111/wvn.12054] [Citation(s) in RCA: 19] [Impact Index Per Article: 1.9] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Accepted: 03/02/2014] [Indexed: 11/29/2022]
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Arney J, Hinojosa-Lindsey M, Street RL, Hou J, El-Serag HB, Naik AD. Patient experiences with surveillance endoscopy: a qualitative study. Dig Dis Sci 2014; 59:1378-85. [PMID: 24500449 PMCID: PMC4071114 DOI: 10.1007/s10620-014-3035-4] [Citation(s) in RCA: 21] [Impact Index Per Article: 2.1] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Grants] [Track Full Text] [Journal Information] [Submit a Manuscript] [Subscribe] [Scholar Register] [Received: 10/16/2013] [Accepted: 01/08/2014] [Indexed: 12/20/2022]
Abstract
BACKGROUND Prior studies examining patterns of esophagogastroduodenoscopy (EGD) surveillance in patients with Barrett's esophagus (BE) demonstrate variable adherence to practice guidelines. In prior studies, memories of endoscopic experiences shaped overall perceptions and subsequent adherence behaviors, but the specific elements of that experience are unclear. We sought to identify specific elements of the EGD experience that frame overall perceptions of surveillance. METHODS We conducted structured in-depth, qualitative interviews with BE patients with a range of severity (non-dysplastic, low-grade and high-grade dysplasia) who recently completed an EGD. Data collection continued until we reached thematic saturation (n = 20). We applied principles of framework analysis to identify emerging themes regarding patients' salient EGD experiences. We validated our coding scheme through multidisciplinary consensus meetings comprised of clinician (gastroenterologist and internist) and non-clinician investigators (sociologist and public health expert). RESULTS Patient experiences can be conceptualized within a temporal model: prior to, during, and after endoscopy. The most memorable aspects of the EGD experience include physician-patient communication prior to EGD, wait time at the endoscopy center, interpersonal interactions at the time of the EGD, level of pain or discomfort with the procedure, level of trust in the physician following EGD, and gaining a sense of control over BE. CONCLUSIONS We identified six salient memories before, during, and after the procedure that shape patients' perceptions of the EGD experience. We offer recommendations for measuring patient experiences using a composite of validated survey items. Future studies should test the relation of patient experience measures and adherence to surveillance EGD.
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Affiliation(s)
- Jennifer Arney
- Department of Sociology, University of Houston-Clear Lake, Houston, TX, USA
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Chang CS. Moderating Effects of Nurses’ Organizational Support on the Relationship Between Job Satisfaction and Organizational Commitment. West J Nurs Res 2014; 37:724-45. [DOI: 10.1177/0193945914530047] [Citation(s) in RCA: 38] [Impact Index Per Article: 3.8] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/15/2022]
Abstract
The aim was to investigate whether job satisfaction enhances organizational commitment among nursing personnel while exploring whether organizational support perception has a moderating effect on the relationship between their job satisfaction and organizational commitment. A cross-sectional survey was sent to 400 nurses; 386 valid questionnaires were collected, with a valid response rate of 96.5%. According to the research findings, nurses’ job satisfaction has a positive and significant influence on organizational commitment. Results also indicated that the moderating effect of nurses’ organizational support perception on the relationship between their job satisfaction and organizational commitment was stronger for high organizational support perception than it was for low organizational support perception. This study suggests that organizational support perception will develop a sense of belonging, and this will help improve nurses’ job satisfaction and organizational commitment. This kind of relationship is rarely discussed in the research literature, and it can be applied for human resources management of nursing staff.
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An evaluation scale of medical services quality based on "patients' experience". ACTA ACUST UNITED AC 2014; 34:289-297. [PMID: 24710947 DOI: 10.1007/s11596-014-1273-5] [Citation(s) in RCA: 2] [Impact Index Per Article: 0.2] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 06/09/2013] [Revised: 01/06/2014] [Indexed: 10/25/2022]
Abstract
An evaluation scale of medical services quality was developed on the basis of "patients' experience". The questionnaires were developed by, among others, searching relevant literature, collecting well-established assessment scales, measuring patients' experience and satisfaction, brain-storming, literature analysis. Delphi method was adopted for expert consultation. Scale items were screened and revised. The key indexes were converted. Field surveys were conducted for testing the reliability and validity of the scale. Our modified evaluation scale for measuring medical services quality based on "patients' experience" included 6 dimensions (tangibility, reliability, responsiveness, assurance, empathy and continuity), and 50 items. The novel scale based on "patients' experience" may better serve the purpose of assessing medical services quality.
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Chen SY, Wu WC, Chang CS, Lin CT. Job rotation and internal marketing for increased job satisfaction and organisational commitment in hospital nursing staff. J Nurs Manag 2013; 23:297-306. [DOI: 10.1111/jonm.12126] [Citation(s) in RCA: 34] [Impact Index Per Article: 3.1] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Accepted: 05/14/2013] [Indexed: 12/01/2022]
Affiliation(s)
- Su-Yueh Chen
- Division of Nursing; Department of Ophthalmology, Kaohsiung Medical University Hospital, Kaohsiung Medical University; Kaohsiung Taiwan
| | - Wen-Chuan Wu
- Division of Nursing; Department of Ophthalmology, Kaohsiung Medical University Hospital, Kaohsiung Medical University; Kaohsiung Taiwan
| | | | - Chia-Tzu Lin
- Department of Marine Leisure Management; National Kaohsiung Marine University; Kaohsiung Taiwan
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