A review of patient satisfaction: 1. Concepts of satisfaction

Newsome, Philip; Wright, Gillian H.

doi:10.1038/sj.bdj.4800052

Cited by 109 publications

(93 citation statements)

References 24 publications

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“…However, it is acknowledged that this presents a relatively simplistic representation of the very complex role that expectations play in forming satisfaction=dissatisfaction judgements. In accordance with disconfirmation theory, the higher a patient's expectations the less likely that the service received can meet or exceed them, whereas the higher the perceived level of performance the more likely those expectations will be exceeded (Newsome and Wright, 1999). Linder-Pelz (1982b) found expectations were the most important antecedent psychosocial variable; however, they also had an independent effect on satisfaction irrespective of their fulfilment so that patients' prior beliefs about the encounter played a significant role in their subsequent evaluation of their care.…”

Section: Limitations Of the Modelsupporting

confidence: 56%

Development of a model of patient satisfaction with physiotherapy

Hills

Kitchen

2007

Physiotherapy Theory and Practice

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The purpose of the study was to build a model to describe patient satisfaction with outpatient physiotherapy, basing this on need theory and theories from marketing research. The model was developed following interviews and focus groups with patients who had recently completed a course of outpatient physiotherapy for musculoskeletal conditions. It describes the patients' overall evaluation of their physiotherapy care in terms of satisfaction with 1) the Therapeutic Encounter and 2) Clinical Outcome. It identifies possible factors leading to satisfaction and provides an explanation for the relationship between expectations and satisfaction as a basis for patients' evaluation of their physiotherapy care. The theoretical basis of the concept of satisfaction in relation to physiotherapy practice and implications of the model for evaluating physiotherapy service provision are discussed together with the limitations of the model. Finally, further work to test the model is proposed.

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Section: Limitations Of the Modelsupporting

confidence: 56%

Development of a model of patient satisfaction with physiotherapy

Hills

Kitchen

2007

Physiotherapy Theory and Practice

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“…Satisfaction factors, variables such as the characteristics of the patients, patients' expectations, their satisfaction, characteristics of medical centers, received care, and care experience were involved in positive assessment of the health centers and as a result reporting satisfaction and rating of the centers (Perneger, 2004). Since the first studies in the 1960s regarding patient satisfaction (Newsome & wright, 1999), many studies have been done on this topic. It is estimated that more than 15000 commercial and academic papers were published in over 2 decades in this field before 2000 (Peterson & Wilson 1992).…”

Section: Satisfactionmentioning

confidence: 99%

The Impact of the Design of Hospitals on Hospital Hoteling, Healing Process and Medical Tourism

Abinama¹,

Jafari²

2015

MAS

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The design of hospitals is extremely important; any person may spend a part of his life in a hospital. Considering human interaction with the environment, psychological aspects of design and their impact on the moods of inpatients and their companions and medical team ergonomics and performance, the process of designing hospitals becomes more complex. The design of operational spaces in hospitals lack appropriate and functional properties in this regard. This paper considers the studies on the role of architecture and appropriate design on increasing the quality of the hospital hoteling, patients' satisfaction, life expectancy and improved healing process, considering the design of spaces for inpatients' companion and medical team. Furthermore, considering the potential and capacity of admitting foreign patients in Iran, the impact of these factors on medical tourism is also investigated. The objective of the present research is applied and is descriptive/analytical that considered various aspects of the problem from different perspectives. The findings of the research show that implementing the above standards in designing hospitals leads to increased satisfaction, improvement in inpatient morale, speedy healing process, and more relaxed patients' family and medical staff. In addition, the impacts of the above items will result in increased medical tourism.

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“…Patient satisfaction is a major quality indicator for health care providers. As Newsome and Wright stated, 28 ''Care cannot be high quality unless the patient is satisfied. ''…”

Section: Resultsmentioning

confidence: 98%