An evaluation of a patient satisfaction survey: validity and reliability
ABSTRACT Patient reports about their medical care can be an important component of quality assessment of medical services. Recently, many medical centers and health care providers have focused their attention to a consumer oriented evaluation and assessment of services. Research literature indicates that the assessment of quality of care from the patient’s perspective has been operationalized as patient satisfaction. The purpose of this report is to evaluate a southern medical center’s External Patient Satisfaction Survey instrument for validity and reliability and provide a basis that providers might use routinely and systematically to assess the quality of medical care. This article reports on the initial appraisal of content validity, factor structure, and estimated internal consistency reliability of the instrument.
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ABSTRACT: Purpose – The aim of this study is to evaluate the quality of life of patients with different types of cancer in Jordan and its relationship with nursing care. Design/methodology/approach – An exploratory approach utilizing cross-sectional design with a structured questionnaire, administered to patients face-to-face, with specific questions about demographic and health status and two standardized scales: Patients Satisfaction with Nursing Scale (NSNS), and Function of Living Index-Cancer (FLIC) were used. The study sample comprised 156 patients with cancer who were hospitalized in two governmental hospitals in Amman and Karak and two university-based hospitals in Amman and Irbid cities. Findings – The sample of the study showed that the types of cancer distribution were close to the cancer distribution among the Jordanian population. The median age of the sample was 47 years with a range between 18 years and 80 years. Nearly two-thirds of the participants perceived their current health as good. All variables in the regression equation (satisfaction with nursing care, health perception now, health in comparison with one year ago, and gender) have significantly explained a considerable amount of variance in the cancer patients' quality of life. Research limitations/implications – Using a quantitative approach alone to measure QoL is not sufficient to reflect all dimensions of a subjective phenomenon such as QoL. The study did not differentiate between patients according to severity of cancer and type of treatment. Practical implications – Providing proper nursing care improves cancer patients' quality of life. Originality/value – This study stemmed from: the assessing and identifying predictors of quality of life (QoL) as perceived by patients with cancer and not by the care-providers; and highlighting the positive effect of nursing care on QoL for cancer patients.07/2010; 23(3):233-243. DOI:10.1108/17511871011061055
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ABSTRACT: Purpose – To sustain competitive advantage, it is necessary to understand consumers and their psychological fears and deliver them a service solution which is best under existing conditions so as to ensure consumer loyalty and retention. This paper seeks to conceptualise and operationalise customer relationship management (CRM) through two component model (operational CRM (OCRM) and analytical CRM (ACRM)), particularly in the healthcare sector. Design/methodology/approach – The relationship between OCRM, based on three patient-staff constructs (physicians, nurses and support staff) and ACRM based on four constructs (satisfaction, repatronization, recommendation and organizational performance) was analysed using confirmatory factor analysis (AMOS). The data for the model were collected from 306 indoor patients of three large public hospitals who have been associated with the hospital for at least five years. Findings – The model portraying service quality as an antecedent to OCRM is found to be acceptable whereas the other two models, namely, service quality as the moderating variable in explaining OCRM and ACRM relationship effectively and direct relationship between OCRM (service quality implicit) and OCRM) were rejected. Characteristics, primarily caring attitude, friendliness, helpfulness, response to queries, expertise and effective treatment are found to be significant for OCRM from physicians, nurses and support staff perspectives that can impact the four ACRM dimensions – satisfaction, repatronization, recommendation and organizational performance. Originality/value – The study contributes to the current understanding of CRM in particular and consumer behaviour in general, in the context of the healthcare sector. The role of service quality in influencing patient-staff interaction and CRM linkage with the service dominant concept has added more strength to the conceptual development of TCRM.Journal of Service Theory and Practice 07/2010; 20(4):343-365. DOI:10.1108/09604521011057487 · 0.98 Impact Factor