Satisfaction with hospitalization: A comparative analysis of three types of services

University Center for Health Sciences, Department of the Sociology of Health, Ben-Gurion University of the Negev, P.O. Box 653, Beer-Sheva 84105, Israel
Social Science & Medicine (Impact Factor: 2.89). 02/1985; 21(11):1243-9. DOI: 10.1016/0277-9536(85)90273-4
Source: PubMed


A study of patient's satisfaction with hospital services was undertaken. The purpose of the study was to explore whether and to what extent patients' satisfaction with three types of hospital services (medical, nursing and supportive) is differentially explained by patient's sociodemographic, psychosocial, situational and attitudinal characteristics. To achieve this, 476 patients were interviewed. The results of the analysis of their general satisfaction with hospitalization and a comparative analysis of satisfaction with the three types of services are presented. The best predictors of satisfaction with all three types of services (in order of their importance) are found to be: perceived improvement in health, size of social networks, satisfaction with organizations in the past, and age. The type of ward (medical vs surgical) is found to be a powerful predictor of satisfaction with physicians and nurses only. Ward effect is also interactive--improvement in one's health predicts significantly more satisfaction with medical services in medical wards than in surgical wards. The findings of this study suggest that when clients perceive that their main goal has been achieved (i.e. improvement in health), they tend to attach little importance to deficiencies in the process of achieving it (i.e. the provision of services).

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    • "For example, evidence from a meta-analysis of socio-demographic factors and patient satisfaction surveys of medical care, that older, white, male patients, are more satisfied than other patients [75]. Greater self-perceived illness during in-patient stay has also been associated with poorer evaluations of care [76]. Post hospitalisation surveys may also under-represent males and older patients unless these groups are targeted by more vigorous follow-up methods [77]. "
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    ABSTRACT: Patient reports or ratings are essential for measuring the quality of patient care. Measures designed for this purpose tend to focus on the processes and structures of care rather than the outcomes of it. The latter is arguably the most valid indicator of the quality of care patients receive. Typically this information is gathered by probing patient satisfaction with treatment as part of an investigation of satisfaction with hospital care. More recently patient ratings of the outcome of treatment have been obtained to measure treatment efficacy in clinical trials. However, a more direct approach is to ask patients to assess the benefit of treatment on their current health status. We performed a structured literature review on patient reported satisfaction with outcomes of treatment and direct patient assessments of the same. The purpose of this was to identify suitable candidate questions for a short instrument to tap patient evaluations of in-patient hospital interventions. Articles were included if they dealt with patient satisfaction or patient assessment of outcomes of treatment. Articles were excluded if they dealt more generally with patient satisfaction with care. We identified 169 papers, 79 were included in the review. The findings of this review suggest that there are a number of benefits of directly asking patients to assess the outcome of hospital treatment. Importantly this approach reflects outcomes relevant to the patient and is also more likely to reflect patient report in routine clinical practice. There is also evidence that such approaches have face validity and construct validity. The problems associated with this approach (i.e. response bias), are those common to patient reported outcome surveys, but employing appropriate strategies can minimize them. Furthermore, employing a simple set of questions that asks patients to assess outcomes of treatment they receive can be time and resource efficient in comparison to administering lengthy measures. This approach could be tested for potential generic use as an evaluative measure for patients in hospital settings.
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    • "The study of patients' and health-care service users' level of satisfaction is a very important criterion to evaluate the attention received. It is also useful as an indicator of the functioning of the systems and as a decisive factor for the managers of health care systems (Carmel, 1985; Puentes, Gómez, & Garrido, 2006). "
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    ABSTRACT: Abstract This investigation presents the development of a scale designed to assess satisfaction with hospital health care services during hospital stays, based on an adaptation of a scale to measure satisfaction with primary health care services. We explored the factor structure and psychometric properties of the scale in a sample of 483 patients hospitalized in 8 hospital centres in Andalusia (Spain). We evaluated the level of satisfaction with the hospitalization stay to determine sex and age differences. The fit indices of confirmatory ...
    Behavioral Psychology/Psicologia Conductual 01/2012; 20(2):383-399. · 0.83 Impact Factor
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    • "Researches have shown that customer characteristics moderate outcomes of customer satisfaction such as repurchase intention and share of the wallet (Mittal et al, 2001; Cooil et al, 2007).Many studies have been carried to evaluate differences between men and women on satisfaction. There are many studies which have found satisfaction to be unrelated to gender (Carmel, 1985; Linn, 1982, 1975). "
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