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[Show abstract][Hide abstract] ABSTRACT: Patient-centered assessments are increasingly important. Patients repeatedly emphasize the importance of trust in health care institutions and personnel.
(1) Develop a conceptual framework for trust in health care organizations and a comprehensive, reliable measure of trust in health insurers. (2) Examine predictors and correlates of trust in insurers.
A conceptual framework for trust in health organizations based on theory and empirical studies was used to develop items for a structured telephone survey, which also included measures of health and utilization, doctor-patient trust, and satisfaction with care. Principal components factor analyses identified hypothesized domains of trust in health insurers and identified items for scales. Internal consistency assessment used Cronbach's alpha. Univariate analyses used Pearson's r or Student's t-tests.
Insured residents of Southeastern Michigan (n=400).
Respondents were diverse in age, gender, ethnicity, health, and socioeconomic status. One dominant factor (eigenvalue>10) included hypothesized domains: administrative competence, clinical competence, advocacy and beneficence, fairness, honesty and openness, and one global item. Multidimensional scales were reliable (long version 13 items, alpha=0.95, short: 9 items, alpha=0.91). Insurer trust correlated strongly with trust in doctors (r=0.49 and 0.46) and satisfaction with care (r=0.70 and 0.66), and with an item assessing overall worry about health insurance (r=-0.37 and -0.35). Those with less trust in their insurer were more likely to say that they would change insurance plans (p<.001).
This well-grounded, reliable measure of enrollee trust in insurers can be a useful patient-centered assessment tool.
Health Services Research 02/2006; 41(1):58-78. DOI:10.1111/j.1475-6773.2005.00456.x · 2.49 Impact Factor
[Show abstract][Hide abstract] ABSTRACT: The value of involving patients' and family members' voices in the dialogue about healthcare facility environments is immense if society's goal is to meet people's needs. Reports from these ultimate end consumers about what matters to them in the built environment, and about what supports their healthcare experience will provide important information for healthcare planners, managers, architects, and interior designers who strive to create caring and supportive healthcare environments. The Picker Institute and The Center for Health Design conducted a multiyear project to identify what end consumers of healthcare seek in the built environment and what supports or detracts from their healthcare experience. Through focus groups with patients and family members, we have learned that the built environment does affect the quality of their experience. Patients and family members told us that they want a built environment that: 1) facilitates connection to staff, 2) is conducive to well-being, 3) is convenient and accessible, 4) is caring for family, 5) is confidential and private, 6) is considerate of impairments, 7) facilitates connection to the outside world, and 8) is safe and secure. From these research results, we developed a patient satisfaction survey and a patient-centered environmental checklist. These assessment tools will help healthcare facility designers and healthcare organizations collect information about consumers' needs, measure satisfaction, and provide facility comparisons for modeling the industry's best practices.
Journal of architectural and planning research 01/2003; 20. · 0.36 Impact Factor
[Show abstract][Hide abstract] ABSTRACT: Patient satisfaction is of paramount importance when delivering a patient-centered service. Our hospital has been a center for the use of radioiodine to treat thyrotoxicosis for several years, but we began carrying out patient satisfaction surveys and implementing changes after 2008. The aim of the project reported here was to assess patient satisfaction with our radioiodine treatment and telephone follow-up service, and to compare results with our previous surveys.
Anonymous patient satisfaction questionnaires were sent to all patients who received radioiodine treatment for thyrotoxicosis between January 2012 and December 2013. Patients were asked to answer four questions concerning informed consenting, treatment, and telephone follow-up using a four-point Likert scale, and post back the questionnaires. A suggestion box was included for comments and suggestions for improvement.
A total of 56 questionnaires were posted out (to 44 females and 12 males) and 34 questionnaires were returned (60.8% response rate). Between 94% and 100% of the responders, depending on the question asked, were satisfied with the service they received. Patients also put useful comments and suggestions in the suggestion box provided.
Patients with thyrotoxicosis were satisfied with our radioiodine treatment and telephone follow-up service. This survey has revealed areas for service improvement, and highlights the importance of patient satisfaction when assessing a patient-centered service.