Family members and other "carepartners" often play an important role in the care and support of patients during and after hospitalization, yet little is known about how they assess their hospital experience or the factors that may influence their perceptions.
A nationwide telephone survey of 1,800 recently discharged patients and their carepartners about their hospital experience was conducted. Carepartner responses in six domains of care were summarized, and multivariable regression analysis was used to detect independent predictors of more frequent problem reports by carepartners.
Carepartners reported problems most frequently in the domains of emotional support (23.9%), discharge planning (20.3%), and family participation (17.6%). Independent predictors of more frequent carepartner problem reports included poor subjective patient health status, emergency hospitalization, nonsurgical admission, carepartner income less than $7,500/year, younger carepartner age, noninvolvement of the patient's regular doctor, less frequent carepartner visits during the hospitalization, and less time spent with the patient after discharge.
Better awareness of the problems carepartners experience and attention to improving quality in these areas may facilitate family involvement in patient care and enhance carepartner and patient satisfaction.
"on in the hospital choice process . Hospital cus - tomer relationship managers should further recognize that relatives are an important indirect customer segment that needs attention to prevent negative eWOM . Theoretically , every visitor could write an online review , which would exaggerate the negative eWOM effect . As already high - lighted by Eigen et al . ( 1999 ) , relatives are a neglected target group in hospital management . We find that relatives are motivated more often by self - focus to write an online review and give lower satisfaction ratings . These results may reflect less attention by hospital staff to relatives during daily routines . In contrast to the relationship with the pa - "
[Show abstract][Hide abstract] ABSTRACT: BACKGROUND:: Patients' agents rather than patients themselves often choose hospitals and rehabilitation centers and evaluate inpatient stays. Thus, online reviews of a hospital may reflect a service experience the patient is not responsible for in two ways. First, a patient may evaluate a hospital that a physician as agent has selected, although he still received the service and is qualified to evaluate it. Second, relatives who may not be directly involved in the inpatient stay may write online reviews, which reflect their own experiences and evaluations. PURPOSE:: The study analyzes patient satisfaction data in online hospitals reviews and patients' underlying motives for electronic word-of-mouth according to the type of hospital admission and the perspective of the reviewer. METHODOLOGY:: The study uses a sample of 822 reviews from an online platform for hospital reviews and primary data generated by an online survey distributed to the writers of these reviews. FINDINGS:: Patients who choose a hospital themselves write more positive online reviews than those with an other-directed choice. Relatives' online reviews more often deal with negative hospital experiences and are more likely to reflect a desire for retaliation. PRACTICE IMPLICATIONS:: The study results imply that medical care centers (hospitals and rehabilitation facilities) should pay more attention to agency by focusing on the needs and perceptions of relatives who often act as the critical voice of patients in electronic word-of-mouth behavior.
Health care management review 05/2013; 39(3). DOI:10.1097/HMR.0b013e3182993b6a · 1.30 Impact Factor
"Correspondingly, patients, caregivers, and home care practitioners feel that education regarding medications, treatment protocols and diet is insufficient . Patients, as well as their caregivers, often feel unprepared and have insufficient information for their more active role in the health care setting they are transitioning to [13–14], and are often unable to contact the appropriate practitioner when guidance is required . The lack of preparedness, education, and exchange of information for patients and caregivers is especially disconcerting as oftentimes they are the only source of continuity throughout the care transitions . "
[Show abstract][Hide abstract] ABSTRACT: Care transitions are a common and frequently adverse aspect of health care, resulting in a high-risk period for both care quality and patient safety. Patients who have complex care needs and undergo treatment in multiple care settings, such as older patients with musculoskeletal disorders, may be at higher risk for poor care transitions.
Key informant interviews were used to gather in-depth information on transitional care issues, particularly those which impact informational continuity, from the perspective of a range of health professionals (η=17) in care settings relevant to the care continuum of older patients with hip fractures.
Three transitional care themes were identified; medical complexity impacts care trajectories, larger circles of care can be both beneficial and challenging, and a variety of channels and modes are required for meaningful information exchange. Many issues cut across each care setting, and address challenges to informational continuity among and between health care providers, patients, and caregivers.
Medical complexity enlarges the circle of care which challenges care continuity. There may be fundamental elements which, regardless of care setting, strengthen transitional care quality. Standardized transitional care processes might help to offset informational discontinuity across care settings as a result of this population's larger circles of care.
International journal of integrated care 04/2011; 11:e014. · 1.50 Impact Factor
"Caregivers frequently do not feel adequately prepared to assume these responsibilities . Patients and families who do receive hospital discharge planning, counseling, home care referrals and other social interventions often do not find these interventions beneficial  . Posthospital needs for care, assistance and information (e.g. "
[Show abstract][Hide abstract] ABSTRACT: The present study investigates patient perceptions of the quality of discharge instruction by assessing inpatients' ratings of care and service in the United States over the past 5 years (1997-2001) (n = 4,901,178). As expected, patients' ratings of "instructions given about how to care for yourself at home" showed a strong, consistent positive relationship with overall patient satisfaction from 1997 through 2001. Nevertheless, patient satisfaction with discharge instructions decreased significantly each year (p < 0.001). Patients gave lower ratings to the quality of discharge instruction than to the overall quality of their hospital stay which indicates a failure to match the quality delivered among other services within the hospital. Patient assessments of discharge instruction quality varied systematically among conditions. Patients with musculoskeletal diseases and disorders (MDC-8) rated discharge instruction considerably lower than all other patient groups. Patients' age, sex, self-described health status and length of stay did not predict patients' evaluations of discharge instructions. U.S. hospitals may not be meeting existing AMA and JCAHO standards for patient education and discharge.
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