Title

Improving Patient Evaluation of Hospital Care and Increasing Their Intention to Recommend: Are they the same or different Constructs?

Document Type

Article

Publication Date

2010

Publication Source

Health Services Management Research

Volume

23

Issue

2

Inclusive pages

60-65

Peer Reviewed

yes

Abstract

Health care managers have to address many aspects of the organization, and patient satisfaction is clearly one of the critical aspects for managers. To respond to the need of health care managers, there have been many patient satisfaction studies. However, these studies focus on which attributes (factors such as nursing care and physician care) are more influential; they do not provide specific aspects for each attribute. In order to develop an effective intervention program to improve patient satisfaction, more specific research outcomes are needed. This study utilized data collected between January 2007 and June 2008 from 32 hospitals representing a large, national private not-for-profit hospital system. The patient satisfaction survey included the HCAHPS questionnaire items, and there are 31,471 cases. Two stage multiple linear regression analyses were conducted with control variables (age, gender, perceived health, education, and race). It was found that patients’ highest priority is to be treated with courtesy and respect by nurses and physicians. An effective intervention program to improve patient satisfaction would include a training program where care providers understand that patients want them to show courtesy and respect. Then, well-trained and empathetic nurses and staff members can comfort patients, and consequently improve patient satisfaction.

Keywords

hospital care, patient satisfaction, surveys

Disciplines

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

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