ArticlePDF AvailableLiterature Review

Patient Satisfaction as An Indicator of Quality for Care

Authors:

Abstract

In this review of the theoretical and empirical work on patient satisfaction with care, the most consistent finding is that the characteristics of providers or organizations that result in more "personal" care are associated with higher levels of satisfaction. Some studies suggest that more personal care will result in better communication and more patient involvement, and hence better quality of care, but the data on these issues are weak and inconsistent. Further research is needed to measure specific aspects of medical care and the ways in which patient reports can complement other sources of information about quality. In addition, more research on the determinants of satisfaction and the relationship between quality and satisfaction among hospitalized patients is recommended.
A preview of the PDF is not available
... H ealth care organizations frequently use patient-reported satisfaction data to measure performance and identify opportunities to improve the quality of care. [1][2][3] Accurately assessing patient satisfaction has long vexed health care clincians. 2 Often clinicians attempt to measure satisfaction using free-form comments from patients. ...
... [1][2][3] Accurately assessing patient satisfaction has long vexed health care clincians. 2 Often clinicians attempt to measure satisfaction using free-form comments from patients. 4,5 Software tools, which streamline the assessment of comments, have been developed; however, these tools typically require users with advanced data analytics skill sets. ...
... 1 Nevertheless, patient experiences and outcomes are not unrelated, as satisfaction may lead patients to be more involved in their care. 2 An understanding ...
Article
This study employed a text-analysis methodology to identify themes within patient comments and measure the relationship of those themes to patient satisfaction. Using these findings, a spreadsheet tool was created to allow a large sample of comments to be readily analyzed. The tool was validated using patient comment data provided by the Family Medicine Residency of Idaho. The tool gives clinicians the ability to easily analyze patient comments and identify actionable measures of patient satisfaction. Additionally, this tool will allow researchers to reduce vast sets of comment text into numerical data suited for quantitative analyses.
... Measuring accessibility to health care services is not sufficient, and attention to the clients' satisfaction, especially in the treatment of chronic diseases has been paid in recent decades more than ever [1]. Patient satisfaction (PS) is associated with all aspects of healthcare, and includes satisfaction with medical care and various therapeutic methods prescribed by the therapist [1][2][3]. Treatment satisfaction affects patient's preferences and adherence to treatment; therefore, as a quality indicator, it can be used to promote health care [2][3][4][5][6]. Many efforts have been conducted for measuring PS and developing its measurment tools. ...
... Patient satisfaction (PS) is associated with all aspects of healthcare, and includes satisfaction with medical care and various therapeutic methods prescribed by the therapist [1][2][3]. Treatment satisfaction affects patient's preferences and adherence to treatment; therefore, as a quality indicator, it can be used to promote health care [2][3][4][5][6]. Many efforts have been conducted for measuring PS and developing its measurment tools. ...
... Many efforts have been conducted for measuring PS and developing its measurment tools. Several questionnaires are available to assess PS with the service quality provided at clinics [2,[7][8][9][10]; however, there are a few questionnaires to evaluate PS with the effectiveness or convenience of the therapeutic methods. The "Treatment Satisfaction Questionnaire for Medication (TSQM)" examines the effectiveness, convenience, "Treatment satisfaction with traditional medicines" questionnaire F. Hashem-Dabaghian et al. ...
Article
Full-text available
To develop and validate “Treatment Satisfaction with Traditional Medicines” Questionnaire (TSTMQ), a preliminary 22-item instrument was designed. Content validity ratio (CVR), content validity index (CVI), Intra-class correlation (ICC), and Cronbach alpha were measured, and exploratory and confirmatory factor analysis (EFA and CFA) were conducted. Data were analyzed using SPSS (17) and LISREL softwares (8.8). Finally, TSTMQ with 14 items and in three domains were confirmed after measuring CVR (> 0.62), CVI (> 0.79) and EFA. ICC for the entire questionnaire was 0.99 (95% CI: 0.95-0.99) (P<0.001), and Cronbach alpha was also 0.87. In CFA, all factor loadings and t-values were greater than 0.3 and 1.96, respectively. Also, χ2/df, RMSE and GFI were 2.6, 0.062, and 0.94, respectively. This study showed that the TSTMQ is a standard tool to measure treatment satisfaction with traditional medicine.
... While there are many researchers working in the area of patient satisfaction, these authors have been very inconsistent in the way they define patient satisfaction. For example, some measures of patient satisfaction include only factors related to physician patient communication, whereas others include environment, and pain control in their definitions (Cleary and Mcneil 1988;Berkowitz 2016). (Berkowitz 2016). ...
... The age of the patient is strongly associated with patient satisfaction, with older patients being more likely to rate their satisfaction level as positive Sitzia and Wood 1997;Cleary and Mcneil 1988;Xiao and Barber 2008;Hekkert et al. 2009;Voutilainen et al. 2014;Rahmqvist 2001;Schoenfelder, Klewer, and Kugler 2011;Batbaatar et al. 2017;Johnson, Rodriguez, and Solorio 2010;Cohen. G. 1996). ...
Article
The Direct Primary Care practice model has been growing in both number of practices and public awareness. However, there has been little academic research about this emerging practice model. This research is aimed to describe the current state of the DPC practice model by examining the services provided, geographic distribution of practices, statistical distribution of membership fees, demographic characteristics of physicians using the model and to determine whether regional pricing variation existed. In addition, differences were analyzed between the patient satisfaction levels in DPC and fee-for-service practices. A dataset was created by visiting the website of all known, non-corporate, DPC practices and gathering data points about the services, pricing structure, and medical providers in the practice. A second dataset was created using the Healthgrades.com patient satisfaction ratings for each DPC physician with seven or more reviews and matching each physician with two fee-for-service physicians, based on medical specialty, gender, age and location. The ratings for each of the eight Healthgrades patient satisfaction questions were classified as high, medium and low and then aggregated by region, physician gender, physician age and urban vs rural practice location. vi Average monthly fees in DPC practices were found to range from $36.00 to $87, depending on patient age. DPC practices were found to offer their patients discounted labs, discounted radiology, direct physician access through personal email, and direct physician cell phone access. More than half of DPC practices offered visits to the patients’ homes and just less than half dispensed discounted prescription medications from their office in states where it was legally permitted. The majority of DPC physicians were board certified in Family Medicine, with the minority certified in Internal Medicine and Pediatrics. A majority of DPC physicians were female, which is quite different from the percentage practicing in fee-for-service practices. This study found that regional variation in DPC monthly fees did exist, with the West and North Eastern regions of the US being more expensive than practices in the South and Midwest. Finally, based on Healthgrades ratings, DPC physicians had higher levels of patient satisfaction than fee-for-service physicians but neither group contained much intragroup variation in ratings.
... The study of patient satisfaction provides information about problem areas of care and even the success and failure of the health-care organization [19]. Healthcare staff can use provided information to guide corrective interventions in the health-care system [20][21][22]. Therefore, the current study aims to assess patients' satisfaction with care at HD unit, Minia university. ...
... Nowadays, users of health-care services are better informed, hence, they are more critical towards the services provided to them [3]. The study of patient satisfaction provides information about problem areas of care and even the success and failure of the health-care organization [19], Healthcare providers can use provided information to guide corrective interventions in the health-care system [20][21][22]. ...
Article
Full-text available
Background The prevalence of chronic kidney disease (CKD) and end-stage kidney disease (ESKD) is increasing continuously as a result of the dramatic growth in the prevalence of two main causes of ESKD which are diabetes mellitus (DM) and hypertension, hence, ESKD represents a global concern. Based on the sixth annual report of the Egyptian society of nephrology, the prevalence of ESKD in Egypt is estimated to be 375 per 1000,000. Meanwhile, other studies estimated the prevalence in El-Minia governorate to be around 308 per 1000,000. Hemodialysis (HD) represents the main modality of Kidney replacement therapy (KRT) for sufferers of ESKD in El-Minia governorate. Patients treated with in-center HD attend dialysis care usually three times per week for several hours each time, hence, their experiences during dialysis care will likely have a major impact on living with chronic illness. Hence, measuring patient satisfaction is very important as it is not only an outcome but also a contributor to other outcomes and objectives, it can provide valuable information about problem areas that can be modified to improve patient experience and outcomes. Methods A single-center cross-sectional prospective study was conducted in the HD unit, Minia nephrology and urology university hospital. Demographic data were obtained through face-to-face interviews, Patients received a questionnaire to assess satisfaction with medical staff interactions, as well as care before, during, and after dialysis. An observational checklist of healthcare staff and equipment in the dialysis unit was also given to the patients. Results One hundred nineteen patients participated in the study; patients were generally satisfied with the care provided in the dialysis unit (mean = 2.64), patients were most satisfied with aspects of care related to nurses, while they were neutral about aspects related to physicians, and were dissatisfied with nutritional care. Conclusion There are multiple problem areas in the HD unit affecting patients’ experience, and further improvement in the care provided in the dialysis unit is required.
... In fact, patients' satisfaction with various dimensions of health care is a major concern in public and private health care sectors, and has been considered as the "voice of the customer" [13]. Patient satisfaction is a quality care indicator reflecting patients' experience with received health care services in terms of quality, accessibility, availability, and affordability [14][15][16][17]. Evaluation of patient's satisfaction with health care could also reflect health care disparities especially in the context of rural and remote settings [17]. ...
... Patient satisfaction is a quality care indicator reflecting patients' experience with received health care services in terms of quality, accessibility, availability, and affordability [14][15][16][17]. Evaluation of patient's satisfaction with health care could also reflect health care disparities especially in the context of rural and remote settings [17]. It has been reported that patients living in rural and remote communities may be dissatisfied with oral health care and face suboptimal oral health care outcomes because of the limited number of dental professionals in these areas, as well as less access to dental care and oral health literacy related to geographical barriers [10,18,19]. ...
Article
Full-text available
Background During the past decade e-oral health technology has been used to address the oral health care challenges in rural and remote settings. This review systematically evaluated the literature on patient satisfaction with e-oral health care in rural and remote communities. Methods The systematic review included interventional and observational studies published between 1946 and 2021, in the Cochrane Central Register of Controlled Trials, MEDLINE, EMBASE, and Global Health. Patient satisfaction with received oral health care using self-reported measures, at any time after the intervention, was the main outcome of the review. The other primary outcomes were undesirable consequences of the health care (e-health or conventional) such as diagnostic error. The secondary outcomes considered were waiting time, number of visits, travel, and the cost of oral health care. Two independent researchers assessed the risk of bias using the ROBINS-I risk of bias assessment tool for non-randomized studies. Results Among 898 studies, 16 studies were included in the review. In most studies reporting patient satisfaction, all patients had shown willingness for teleconsultation for a dental problem and they were mostly satisfied due to saved travel time, saved working days, and prompt treatment onset. Most of the studies acknowledged teledentistry as a cost-effective and cost-saving method. Moreover, the teledentistry consultations showed diagnostic reliability and validity values comparable to conventional dental consultations. The majority of studies were considered level 4 and 3b, due to limited sample populations, analysis based on limited alternatives or costs, non-consistent sensitivity analysis, failure to appropriately control known confounders, and/or failure to carry out an appropriate follow-up of patients. Conclusion Available evidence indicates that e-oral health is associated with higher patient satisfaction and has been found to be an effective and reliable method for patients in rural and remote areas. Therefore, in these areas, the use of e-oral health should be encouraged. However, methodological inconsistencies in the current evidence suggest the need for long-term cohort studies and clinical trials, as well as cost analysis on e-oral health in rural settings. Systematic review registration The systematic review protocol was registered in the International Prospective Register of Systematic Reviews (PROSPERO) under the registration number CRD42016039942.
... Financial aspect in this study refers to out-of-pocket payments including formal and informal payments made by patients when receiving any type of heath care services [48]. Studies on the cost of care have found that patients who participate in prepaid health insurance plans are more satisfied with the financial aspects of care than those who do not [49], as well as the price paid in relation to the health service received affects satisfaction levels [50]. The higher the cost of the service in relation to the quality of the health service, the lower the declared level of patient satisfaction [51]. ...
... Una de las limitaciones de este estudio es el enfoque de solo evaluar la atención médica, cuando se reconoce que uno de los factores más importantes para lograr una evaluación objetiva de la percepción de calidad de un establecimiento de salud es el análisis de la atención por grupo profesional (25)(26)(27) . Aun así, los estudios que evalúen la calidad en los servicios que ofrecen medicina complementaria siguen siendo escasos y se basan en experiencias particulares (24) , por lo que se requieren mayores estudios que evaluen de forma global cuáles son las percepciones de los usuarios sobre los servicios brindados. ...
... Although the assessment of patient satisfaction has been stressed as essential for evaluating the quality of mental healthcare [3][4][5][6], different systematic reviews have described the patient satisfaction literature as flawed [5,7,8]. In particular, the lack of gold standard measures with well-established psychometric properties has been highlighted. ...
Article
Full-text available
Background Validated measures of patient-reported experiences are essential for assessing and improving the quality of mental health services and interventions. In Norwegian mental healthcare settings, the Client Satisfaction Questionnaire (CSQ-8) is increasingly being used for this purpose, but the validity and reliability of the Norwegian translation have not been investigated. Methods We examined the factor structure and internal consistency of a digitally administrated Norwegian translation of the CSQ-8 in a sample of 338 patients recruited from outpatient treatment. The relationship between satisfaction scores and the change in symptom severity during treatment, measured by the Patient Health Questionnaire-4, was also investigated. Results The Norwegian CSQ-8 showed a clear unidimensional structure with one factor explaining 74% of the variance. Internal consistency was very high, with a Cronbach’s alpha of 0.95. Satisfaction showed a small-to-moderate negative relationship with change in symptom severity. Satisfaction scores were negatively skewed, and the presence of ceiling effects is discussed. Conclusion Our results support the use of the Norwegian CSQ-8 as a valid and reliable measure of satisfaction with mental healthcare services. Further studies are needed to determine the test-retest reliability of the questionnaire, its sensitivity to change, and to assess its propensity to ceiling effects.
... Cleary and Edgman-Levitan [15] pointed out that health care satisfaction surveys did not measure the quality of care because they did not include important aspects of the types of care, such as treatment and participation in treatment decisions. Furthermore, Taylor [16] pointed out that confusion continued in the industry regarding the differentiation of service quality from satisfaction and reported that some authors, for example Kleinsorge and Koenig [17], characterized them as synonymous terms. However, patient satisfaction is still measured as a proxy for patient assessment of service quality [10]. ...
Article
Full-text available
Introduction: Measuring patient satisfaction with health services in recent decades has been an important tool for assessing the quality of specific services. Purpose: The investigation of the degree of satisfaction of patients attending the Regular Outpatient Clinics of a General Hospital as well as the effect of socio-demographic factors on their satisfaction. Method: For the gathering of research data, a structured questionnaire with "closed" questions was used regarding the patients' satisfaction with the reception - environment, speed of service, clinical and laboratory examinations, impressions from the medical care, impressions from the nursing care, the administrative services and the general service. Results: The study involved 36 men (57.1%) and 27 women (42.9%) with a mean age of 56.78 years. The majority of them were insured (79.4%), Greek citizens (90.5%) and high school graduates (36.5%). Also, most outpatients evaluated very satisfactorily the services provided by the Regular Outpatient Clinics of the Hospital. Finally, there was a statistically significant correlation between socio-demographic variables (age, insurance and nationality) and patient satisfaction level (p <0.05).Conclusions: Based on the findings of this research, there is a clear effect of socio-demographic factors on the degree of satisfaction of outpatients.
... The processes refer to assessment of patients and outcomes point towards change in patients' health. This model continues to be the dominant paradigm for assessing the quality of health care (4) . ...
Article
Background: Patients' satisfaction is defined as a subjective evaluation of the service received against the individual’s expectations. Patients' satisfaction should be measured frequently as it is the important indicator of quality in health care and also because there is still room for improvement in quality of health care. Objective: The aim of this research is to determine patients’ satisfaction in reference to doctor’s behavior and environment of the out-patient department at the tertiary care teaching hospital. Materials and Methods: Study was carried out in OPD of Sheikh Zayed Hospital using a pretested questionnaire with 320 samples from January 2022 to March 2022, selected by systemic random sampling technique. The data was analyzed using SPSS version 21.00. Data was presented using figure and tables and described using frequencies and percentages. Result: Patients expressing satisfaction were 68.4% while remaining 31.5% were dissatisfied with their OPD experience. Overall behavior of doctor towards patients was satisfying while the environmental structure of OPD showed some flaws. Mean consultation time given by doctor was found to be 5.78±4.28 minutes. And 53.1% of the patients waited for more than 45 minutes. Conclusion: The findings of this survey must be used to bring improvement. Loopholes found in environmental structure should be addressed timely. Satisfaction level can further be improved and brought to the level of developed countries.
ResearchGate has not been able to resolve any references for this publication.