Title

Improving Patient Satisfaction in Hospital Care Settings

Document Type

Article

Publication Date

2011

Publication Source

Health Services Management Research

Volume

24

Issue

4

Inclusive pages

163-169

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 programme 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 Consumer Assessment of Healthcare Providers and Systems, Hospital version questionnaire items, and these are 31,471 cases. Two-stage multiple linear egression 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 programme to improve patient satisfaction would include a training programme, 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

Patient satisfaction, Hospital care

Disciplines

Public Affairs, Public Policy and Public Administration

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