Title

How Patient Reactions to Hospital Care Attributes Affect the Evaluation of Overall Quality of Care, Willingness to Recommend, and Willingness to Return.

Document Type

Article

Publication Date

2010

Publication Source

Journal of Healthcare Management

Volume

55

Issue

1

Inclusive pages

25-38

Peer Reviewed

yes

Abstract

EXECUTIVE SUMMARY

Patient satisfaction is a critical part of the quality outcomes of healthcare. Every industry is interested in customer satisfaction because satisfied customers are loyal customers. Healthcare is no exception. Many research studies assume that satisfied patients are more likely to recommend their providers to their friends and to return when they need care again. Although this assumption sounds logical, we argue that three dependent variables--the evaluation of overall quality of care, willingness to recommend, and willingness to return--are unique constructs and thus, examine how different hospital care attribute reactions influence the dependent variables.

This study analyzed a comprehensive patient satisfaction data set collected by BJC HealthCare. A multiple linear regression model with a scatter term was used to analyze 14,432 cases. The authors found that in the evaluation of overall quality of care model, the nursing care attribute shows the strongest influence, followed by staff care. In the other two models--willingness to recommend and willingness to return--staff care shows the strongest influence followed by nursing care. Patients put a different emphasis or a different priority on attribute reactions, depending on which outcome they arrive at. In addition, it was found that patients are disproportionately influenced by a weak or poor attribute reaction, which is a conjunctive strategy (risk averse). In general, nursing care and staff care should be the priority to improve first. This may be good news because these areas are under the control of hospital managers.

Keywords

Patient satisfaction, Behavioral intentions, Noncompensatory model, Quality of care, Hospital

Disciplines

Business | Medicine and Health Sciences | Public Affairs, Public Policy and Public Administration

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