Patient Satisfaction Surveys and Quality of Care: An Information Paper

Farley, Heather; Enguidanos, Enrique R.; Coletti, Christian; Honigman, Leah S; Mazzeo, Anthony J.; Pinson, Thomas B.; Reed, Kevin D.; Wiler, Jennifer L.

doi:10.1016/j.annemergmed.2014.02.021

Cited by 145 publications

(116 citation statements)

References 60 publications

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“…This result shows consistency with earlier work (Demir & Celik, 2002;Johansson et al, 2002;Cheng et al, 2003;Bikker & Thompson, 2006;Hekkert et al, 2009;Al-Borie & Damanhouri, 2013;Laal, 2013;Çelik et al, 2014;Farley et al, 2014). Marginal effects values suggested that higher-educated patients were less satisfied than their counterparts.…”

Section: Discussionsupporting

confidence: 92%

“…Although a negative relationship was observed, the significance of age is consistent with many earlier studies (Cohen, 1996;Sun et al, 2000Sun et al, , 2001Jackson et al, 2001;Johansson et al, 2002;Rahmqvist, 2001;Demir & Celik, 2002;Thi et al, 2002;Cheng et al, 2003;Scotti & Stinerock, 2002;Bikker & Thompson, 2006;Hekkert et al, 2009;Laal, 2013;Farley et al, 2014;Mercer et al, 2014). Particularly, results of marginal effects indicated that middle-aged and elderly were less satisfied than other age groups.…”

Section: Discussionsupporting

confidence: 90%

“…Many previous research (Cohen, 1996;Sun et al, 2000Sun et al, , 2001Jackson et al, 2001;Johansson et al, 2002;Rahmqvist, 2001;Demir & Celik, 2002;Nguyen Thi et al, 2002;Cheng et al, 2003;Scotti & Stinerock, 2002;Bikker & Thompson, 2006;Hekkert et al, 2009;Laal, 2013;Farley et al, 2014;Mercer et al, 2014) found that patients' age was a significant factor affecting overall patient satisfaction. Marital status (Demir & Celik, 2002;Thi, 2002;Laal, 2013) was also found as a contributor of patient satisfaction by some other studies.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Other earlier research (Taner & Antony, 2006;Tateke et al, 2012) indicated that patients of private hospitals were more satisfied than public hospitals. Patients' education level was determined as an important contributor of patient satisfaction by earlier studies (Demir & Celik, 2002;Johansson et al, 2002;Cheng et al, 2003;Bikker & Thompson, 2006;Hekkert et al, 2009;Al-Borie & Damanhouri, 2013;Laal, 2013;Farley et al, 2014;Çelik et al, 2014). Some prior work (Thi et al, 2002;Oluwadiya et al, 2010;Al-Borie & Damanhouri, 2013;Chang & Chang, 2013) found that men tended to be more satisfied than women, in contrast with other studies (Kaldenberg, 2001;Laal, 2013;Çelik et al, 2014).…”

Section: Literature Reviewmentioning

confidence: 99%

See 3 more Smart Citations

Predicting Key Factors Affecting Outpatient Satisfaction in Public Hospitals: Evidence from Erzurum, Turkey

Alkan

Çelik²,

Oktay³

2015

ASS

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The main purpose of this paper is to determine background demographic and socio-economic factors affecting outpatient satisfaction of public hospitals. The present study utilized data from a written-questionnaire administered to six hundred and one adult patients who had received outpatient care at various units of three Turkish pubic hospitals. The dependent variable used in predicting student satisfaction was satisfaction levels of the respondents. Due to the ordinal nature of the dependent variable, an ordered logit model was performed to examine demographic and socio-economic determinants of outpatient satisfaction in Erzurum, Turkey. Ordered logit estimation results revealed that type of hospital, marital status, age group, education level, occupation, residential place, monthly income, and information about private hospitals were statistically significant factors of outpatient satisfaction. This paper attempts to present factors affecting outpatient satisfaction in a municipality which was adopted as the leading health care service provider of its region where little work was done. Considering its geographical location, the results of this substantial region may be a valuable contribution for health care managers and policy makers.

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Section: Discussionsupporting

confidence: 92%

Section: Discussionsupporting

confidence: 90%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

See 2 more Smart Citations

Predicting Key Factors Affecting Outpatient Satisfaction in Public Hospitals: Evidence from Erzurum, Turkey

Alkan

Çelik²,

Oktay³

2015

ASS

View full text Add to dashboard Cite

show abstract

“…Many institutions and individuals have spoken out against the multitude of factors outside of the physician's control that affects the data. 12, 13 However, to date, Press Ganey remains the industry standard for measuring patient satisfaction and therefore was the target of this study.…”

Section: Limitationsmentioning

confidence: 99%

Measuring the Correlation Between Emergency Medicine Resident and Attending Physician Patient Satisfaction Scores Using Press Ganey

Lang

Weygandt

Darling

et al. 2017

AEM Education and Training

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Objective: The purpose of this study was to assess the relationship between emergency medicine (EM) resident and attending physician patient satisfaction scores. Methods:We added four resident questions to the standard Press Ganey survey used at a large, urban, university hospital with a PGY-1 to -4 EM residency. The resident questions were identical to the traditional attending questions. Press Ganey distributed the modified survey to a random sample of 30% of discharged patients. We assessed the correlation between resident and attending top-box Press Ganey scores using Pearson's coefficients. Two-tailed two-sample comparisons of proportions were used to compare top-box responses between residents and attendings.Results: From September 1, 2012, to August 31, 2015, a total of 66,216 patients received surveys, and 7,968 responded, resulting in a 12.03% response rate, similar to Press Ganey survey response rate at comparable peer institutions. Patients were able to discriminate between residents and attendings; however, 751 surveys did not contain responses for residents, resulting in a total number of 6,957. All 64 of the EM residents had a minimum of 5 or more surveys returned. There was a high degree of correlation between resident and attending top-box scores with correlation coefficients ranging from 0.75 to 0.80. However, the proportion of top-box scores was consistently higher for residents (p < 0.05).Conclusions: There is a high degree of correlation between resident and attending top-box scores on Press Ganey surveys, with residents scoring slightly higher than attendings. The addition of resident questions to the standard Press Ganey survey does not appear to decrease overall attending scores.

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Association of Unsolicited Patient Observations With the Quality of a Surgeon’s Care

Kachalia

Studdert

2017

JAMA Surg

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Patient Satisfaction Surveys and Quality of Care: An Information Paper

Cited by 145 publications

References 60 publications

Predicting Key Factors Affecting Outpatient Satisfaction in Public Hospitals: Evidence from Erzurum, Turkey

Predicting Key Factors Affecting Outpatient Satisfaction in Public Hospitals: Evidence from Erzurum, Turkey

Measuring the Correlation Between Emergency Medicine Resident and Attending Physician Patient Satisfaction Scores Using Press Ganey

Association of Unsolicited Patient Observations With the Quality of a Surgeon’s Care

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