Inpatients' willingness to recommend

Klinkenberg, W. Dean; Boslaugh, Sarah; Waterman, Brian; Otani, Koichiro; Inguanzo, Joe; Gnida, Jan; Dunagan, W. Claiborne

doi:10.1097/hmr.0b013e3182104e4a

Cited by 50 publications

(58 citation statements)

References 31 publications

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“…In addition to medical factors, patients' WOM is likewise influenced by atmospheric factors, e.g., ambience, cleanliness, meals, cafeteria, accommodation and recreational activities (Brandmaier et al 2003;Haase et al 2006;Klinkenberg et al 2011). Factors which might not or only partly be affected by the hospital are hospital as well as patients' characteristics.…”

Section: Precondition Of Wommentioning

confidence: 99%

“…For example, Boudreaux et al (2000) and Brandmaier et al (2003) highlight the relationship between WOM and the care given by and interaction with medical staff (see also Burroughs et al 1999;Cheng et al 2003;Haase et al 2006;Ferguson et al 2010). Klinkenberg et al (2011) even describe that interpersonal aspects of care, consisting of the behavior of physicians and nurses, can be seen as the strongest indicators of patients' willingness to recommend (Klinkenberg et al 2011). Especially nursing care seems to be a crucial WOM factor (Boudreaux et al 2000;Al-Mailam 2005;Haase et al 2006;Jha et al 2008) and includes courtesy, respect and the ability to carefully listen to patients' needs (Klinkenberg et al 2011).…”

Section: Precondition Of Wommentioning

confidence: 99%

“…A higher percentage of around 69 % would definitely recommend a not-for-profit hospital compared to around 62.2 % who would recommend a for-profit hospital. According to Klinkenberg et al (2011), the academic status and size of the hospital influence the WOM behavior of patients as well. BAcademic medical centers in our sample had a somewhat higher percentage of patients who would definitely recommend than did nonacademic medical centers; likewise, larger hospitals had a somewhat higher proportion of persons who reported that they would definitely recommend than did smaller hospitalsB (Klinkenberg et al 2011, p. 354).…”

Section: Precondition Of Wommentioning

confidence: 99%

“…Klinkenberg et al (2011) even describe that interpersonal aspects of care, consisting of the behavior of physicians and nurses, can be seen as the strongest indicators of patients' willingness to recommend (Klinkenberg et al 2011). Especially nursing care seems to be a crucial WOM factor (Boudreaux et al 2000;Al-Mailam 2005;Haase et al 2006;Jha et al 2008) and includes courtesy, respect and the ability to carefully listen to patients' needs (Klinkenberg et al 2011). Additionally, the technical abilities of the hospital, such as the clinical competence and hospital equipment (Cheng et al 2003), the hospital process quality (Tajeu et al 2015), the information provided, the perceived pain and discomfort (Ferguson et al 2010) as well as recovery outcomes (Brandmaier et al 2003;Cheng et al 2003;Ferguson et al 2010) seem to be medical factors that strongly impact patients' WOM.…”

Section: Precondition Of Wommentioning

confidence: 99%

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Word-of-mouth in the health care sector: a literature analysis of the current state of research and future perspectives

Martin

2016

Int Rev Public Nonprofit Mark

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Health care is a tremendously expensive service that deeply impacts the daily life of individuals. It has become crucial to understand all the factors that influence the usage of these services. Word-of-mouth (WOM) is such a factor, because it strongly affects the health behavior. A research gap exists when it comes to the analysis of the current state of WOM research in the health care sector. Based on a comprehensive literature review of the leading scientific journals in the health care sector, this paper investigates existing WOM studies. The investigated studies emphasize hospital recommendations as well as the necessary preconditions for WOM. The studies highlight that there are factors which are favorable to WOM and might be influenced by service providers and payers. Fewer studies concerned the spread and impact dimension. In this regard it is somewhat unexpected that three times more studies focus on the preconditions for WOM than the actual impact of WOM. Only a small number of electronic WOM studies could be found. Stakeholder theory suggests emphasizing factors which benefit WOM. As WOM might spread in networks and influence large groups of people, stakeholder theory further proposes considering WOM as a possible way to distribute specific health care recommendations. Even if the studies highlight the importance of WOM, several research gaps still exist. For example, due to the strong focus on hospitals, recent research seems to neglect WOM concerning health care providers such as a general practitioners or nursing homes.

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Section: Precondition Of Wommentioning

confidence: 99%

Section: Precondition Of Wommentioning

confidence: 99%

Section: Precondition Of Wommentioning

confidence: 99%

Section: Precondition Of Wommentioning

confidence: 99%

See 2 more Smart Citations

Word-of-mouth in the health care sector: a literature analysis of the current state of research and future perspectives

Martin

2016

Int Rev Public Nonprofit Mark

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“…[1][2][3][4] There is limited understanding whether physicians can transform their communication and relationship behaviors, and how they can accomplish that. The purpose of this study was to find and share physician experiences of change, in their own words.…”

Section: Introductionmentioning

confidence: 99%

Can All Doctors Be Like This? Seven Stories of Communication Transformation Told by Physicians Rated Highest by Patients

Janisse¹,

Tallman²

2017

permj

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Introduction:The top predictors of patient satisfaction with clinical visits are the quality of the physician-patient relationship and the communications contributing to their relationship. How do physicians improve their communication, and what effect does it have on them? This article presents the verbatim stories of seven high-performing physicians describing their transformative change in the areas of communication, connection, and well-being.Methods: Data for this study are based on interviews from a previous study in which a 6-question set was posed, in semistructured 60-minute interviews, to 77 of the highestperforming Permanente Medical Group physicians in 4 Regions on the "Art of Medicine" patient survey. Transformation stories emerged spontaneously during the interviews, and so it was an incidental finding when some physicians identified that they were not always high performing in their communication with patients.Results: Seven different modes of transformation in communication were described by these physicians: a listening tool, an awareness course, finding new meaning in clinical practice, a technologic tool, a sudden insight, a mentor observation, and a physicianas-patient experience.Discussion: These stories illustrate how communication skills can be learned through various activities and experiences that transform physicians into those who are highly successful communicators. All modes result in a change of state-a new way of seeing, of being-and are not just a new tool or a new practice, but a change in state of mind. This state resulted in a marked change of behavior, and a substantial improvement of communication and relationship.

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Effect of inpatient experiences on patient satisfaction and the willingness to recommend a hospital: The mediating role of patient satisfaction: A cross‐sectional study

Park

Han

et al. 2022

Health Science Reports

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Background and Aims As high‐quality health care encompasses patient‐centered care, this study used the perceived quality−satisfaction−behavioral intention and structure‐process‐outcome models to (1) investigate the relationships among patient experience, patient satisfaction, and the willingness to recommend a hospital and (2) estimate the indirect effects of patient satisfaction on the relationship between patient experience and the willingness to recommend a hospital. Methods A cross‐sectional survey design was adopted to investigate data obtained from the Seoul National University Hospital Patient Experience survey administered in 2020. Responses were analyzed from 1555 patients, who had been admitted to the inpatient ward of a tertiary hospital for a period lasting more than 1 day. Results The path model demonstrated a good fit to the relationships between patient experience, patient satisfaction, and the willingness to recommend the hospital. Patient experience directly influenced patient satisfaction ( β = 0.659, p < 0.001) and the willingness to recommend the hospital ( β = 0.168, p < 0.001), whereas patient satisfaction had an indirect effect ( β = 0.418, p < 0.001) on the relationship between patient experience and the willingness to recommend the hospital. Conclusion Patient experience is a critical factor that health care systems need to consider for enhancing patient‐centeredness, patient satisfaction, and the willingness to recommend a hospital.

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Inpatients' willingness to recommend

Cited by 50 publications

References 31 publications

Word-of-mouth in the health care sector: a literature analysis of the current state of research and future perspectives

Word-of-mouth in the health care sector: a literature analysis of the current state of research and future perspectives

Can All Doctors Be Like This? Seven Stories of Communication Transformation Told by Physicians Rated Highest by Patients

Effect of inpatient experiences on patient satisfaction and the willingness to recommend a hospital: The mediating role of patient satisfaction: A cross‐sectional study

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