Developing an Instrument for Measuring Patient Satisfaction

Forbes, Marita L.; Brown, Hazel N.

doi:10.1016/s0001-2092(06)63773-3

Cited by 26 publications

(20 citation statements)

References 4 publications

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“…Reports in the literature for determining the dimensions of patient satisfaction in physical therapy or for developing tests that will yield reliable measurements are lacking. This deficiency contrasts sharply with the information for other health care professions (eg, medicine, 5-7 nursing 8,9 ). One approach that has been taken to measure satisfaction in physical therapy has utilized instruments designed for other disciplines.…”

mentioning

confidence: 83%

Development of the Physical Therapy Outpatient Satisfaction Survey (PTOPS)

Roush

Sonstroem

1999

Physical Therapy

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Background and Purpose. The purposes of this 3-phase study were (1) to identify the underlying components of outpatient satisfaction in physical therapy and (2) to develop a test that would yield reliable and valid measurements of these components. Subjects. Three samples, consisting of 177, 257, and 173 outpatients from 21 facilities, were used in phases 1, 2, and 3, respectively. Methods and Results. In phase 1, principal component analyses (PCAs), reliability checks, and correlations with social desirability scales were used to reduce a pool of 98 items to 32 items. These analyses identified a 5-component model of outpatient satisfaction in physical therapy. The phase 2 PCA, with a revised pool of 48 items, indicated that 4 components rather than 5 components represented the best model and resulted in the 34-item Physical Therapy Outpatient Satisfaction Survey (PTOPS). Factor analyses conducted with phase 2 and phase 3 data supported this conclusion and provided evidence for the internal validity of the PTOPS scores. The 4-component scales were labeled "Enhancers," "Detractors," "Location," and "Cost." Responses from subsamples of phase 3 subjects provided evidence for validity of scores in that the PTOPS components of "Enhancers," "Detractors," and "Cost" appeared to differentiate overtly satisfied patients from overtly dissatisfied patients. "Location" and "Enhancer" scores discriminated subjects with excellent attendance at scheduled physical therapy sessions from those with poor attendance. Conclusion and Discussion. In this study, we identified components of outpatient satisfaction in physical therapy and used them to develop a test that would yield valid and reliable measurements of these components. ͓Roush SE, Sonstroem RJ.

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mentioning

confidence: 83%

Development of the Physical Therapy Outpatient Satisfaction Survey (PTOPS)

Roush

Sonstroem

1999

Physical Therapy

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“…Studies that examine the effect of follow‐up telephone calls after day surgery report increased patient satisfaction 29 . One researcher developed an instrument to measure patients' perceptions of quality care specifically in an outpatient surgery center 30 . The four constructs of the instrument are caring, continuity of care, competence of nurses, and education of patients and family members.…”

Section: Literature Reviewmentioning

confidence: 99%

The Lived Perioperative Experience of Ambulatory Surgery Patients

Costa¹

2001

AORN Journal

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Understanding patients' perspectives is central to providing appropriate nursing care. The purpose of this study was to explore ambulatory surgery patients' perceptions and views of the perioperative experience. A phenomenological study was conducted that included 16 patients who underwent abdominal surgical procedures in the ambulatory surgery center of a large teaching hospital in the northeastern United States. Intensive semistructured interviews were used to collect data. Patients were interviewed one week after surgery. Data analysis was aimed at gaining understanding of the lived experience of ambulatory surgery patients. Themes identified included fear, knowing, and presence. Results indicate that patients in this study were not prepared adequately for the perioperative experience, suffered needlessly due to inadequate pain management, and did not achieve discharge readiness.

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“…A review of the health care literature (encompassing the literature on adult and pediatric medical care and rehabilitation) revealed 21 articles providing information about the elements underlying satisfaction (Baker, 1990;Ben-Sira, 1976;Cook et al, 1986;DiMatteo & Hays, 1980;Donabedian, 1988;Doyle & Ware, 1977;Dutton et al, 1985;Forbes & Brown, 1995;Hall & Dornan, 1988;Knafl, Breitmayer, Gallo, & Zoeller, 1992;Krahn et al, 1990;Larsen et al, 1979;Mahoney, O'Sullivan, & Dennebaum, 1990;McCusker, 1984;McKay & Hensey, 1990;Murphy, Lee, Turbiville, Turnbull, & Summers, 1991;Simonian, Tarnowski, Park, & Bekeny, 1993;Ware & Snyder, 1975;Weller, 1991;Zyzanski et al, 1974). These articles mostly deal with adult patients' satisfaction with medical care, although some deal specifically with parents of children with special needs or children receiving medical care (e.g., S. Knafl et al, 1992;Mahoney et al, 1990;Murphy et al, 1991).…”

Section: Coding Schemementioning

confidence: 99%