Park S, Xu J, Manes MR, Carrier A, Osborne R. What Determinants Affect Inpatient Satisfaction in a Post-Acute Care Rehabilitation Hospital?
Arch Phys Med Rehabil 2023;
104:270-276. [PMID:
36049558 DOI:
10.1016/j.apmr.2022.08.008]
[Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 02/04/2022] [Revised: 07/11/2022] [Accepted: 08/14/2022] [Indexed: 02/07/2023]
Abstract
OBJECTIVE
To examine how specific hospital service domains (personal issues domain, discharge domain, rehabilitation doctor domain, nursing domain, physical therapist domain, occupational therapist domain, and food domain) influence final patient satisfaction scores, the overall quality of care, and willingness to recommend the hospital to others among patients in an inpatient rehabilitation hospital.
DESIGN
Longitudinal study.
SETTING
Patient-level data from electronic medical records were joined with Press Ganey (www.pressganey.com) satisfaction data for a single post-acute care inpatient rehabilitation facility in northeast Florida.
PARTICIPANTS
Patients who participated in the inpatient rehabilitation survey (N=4,785).
INTERVENTIONS
Not applicable.
MAIN OUTCOME MEASURES
Main outcome measures included final patient satisfaction scores, overall rating of care during the stay, and willingness to recommend the hospital to others.
RESULTS
This study found the personal issues domain to be the most important factor in determining the final patient satisfaction score, overall rating of care, and likelihood to recommend the hospital to others, followed by the physical therapist, nurse, discharge, and food domains (P<.0001). Within the personal issues domain score, staff promptness and explanation upon arrival were areas identified as opportunities to make improvements that would result in the greatest positive effect.
CONCLUSIONS
This work represents novel findings by investigating the major determinants of positive patient experience in a rehabilitation hospital setting. These findings provide actionable information to improve patient experience as well as where to focus improvement efforts using limited resources.
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