Is quality important to our patients? The relationship between surgical outcomes and patient satisfaction

Prabhu, Kristel Lobo; Cleghorn, Michelle C.; Elnahas, Ahmad; Tse, Alvina; Maeda, Azusa; Quereshy, Fayez A.; Okrainec, Allan; Jackson, Timothy

doi:10.1136/bmjqs-2017-007071

Cited by 68 publications

(64 citation statements)

References 20 publications

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“…Our primary goal, the importance of which is supported in recent literature [22], is to identify the determinants of patients' perception of the experienced quality of health services (henceforth EQ), which are relevant for practical interventions. We focus on patients' perceived experience with four types of health institutions: family physicians, specialists, hospitals, and laboratories.…”

Section: Introductionmentioning

confidence: 99%

Combining Direct and Indirect Measurements to Assess Patients’ Satisfaction with the Quality of Public Health Services in Romania: Uncovering Structural Mechanisms and Their Implications

Druică

Mihăilă

Burcea

et al. 2019

IJERPH

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Introduction: Patients’ satisfaction was extensively researched over the last decades, given its role in building loyalty, compliance to treatment, prevention, and eventually higher levels of wellbeing and improved health status. Patients’ feedback on the perceived quality of health services can be incorporated into practice; therefore, understanding factors and mechanisms responsible for patients’ satisfaction allows providers to tailor targeted interventions. Method: A questionnaire assessing patients’ perception of the quality of health services was administered to a country-representative sample of 1500 Romanian patients. Using a partial least squares—path modeling approach (PLS-PM), with cross-sectional data, we developed a variance-based structural model, emphasizing the mediating role of trust and satisfaction with various categories of health services. Results: We confirmed the mediating role of trust in shaping the relationship between the procedural accuracy of health professionals, along with the perceived intensity of their interaction with patients, and patients’ experienced quality of the health services. We confirmed the mediating role of satisfaction by the categories of services in the relationship between waiting time on the premises, attention received, and the perceived reliability of the information received, as predictors, and the experienced quality of the health services. In addition, indirect assessment of patients’ satisfaction is a good predictor for direct assessment, thereby affirming the idea that the results of the two types of evaluations converge. Discussions: One of the most efficient solutions to increase both patients’ satisfaction and their compliance is to empower the communication dimension between patients and health practitioners. Given the non-linear relationships among variables, we advocate that, unless the nature of the relationships between satisfaction and its predictors is understood, practical interventions could fail. The most relevant variable for intervention is the degree of attention patients perceive they received. We suggest three methods to turn waiting time into attention given to patients.

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Section: Introductionmentioning

confidence: 99%

Combining Direct and Indirect Measurements to Assess Patients’ Satisfaction with the Quality of Public Health Services in Romania: Uncovering Structural Mechanisms and Their Implications

Druică

Mihăilă

Burcea

et al. 2019

IJERPH

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“…Different studies have shown that satis ed patients are more likely to better comply with providers' medical regimens and orders, to continue using medical care services and to cooperate or maintain relationship with speci c providers when compared to unsatis ed patients [8,[10][11][12]. Besides, associations have been found between patient satisfaction and outcomes, such as readmissions [13,14].…”

Section: Introductionmentioning

confidence: 99%

Improving clinical outcomes and patient satisfaction among patients with coronary artery disease: an example of enhancing regional integration between a cardiac centre and a referring hospital

Veghel

Hamad

Schulz

et al. 2020

Preprint

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Background Value-based healthcare (VBHC) is a promising strategy to increase patient value. For a successful implementation of VBHC, intensive collaborations between organizations and integrated care delivery systems are key conditions. Our aim was to evaluate the effects of a pilot study regarding enhancing regional integration between a cardiac centre and a referring hospital on patient-relevant clinical outcomes and patient satisfaction.Methods The study population consisted of a sample of patients treated for coronary artery disease by use of a coronary artery bypass graft or a percutaneous coronary intervention between 2011 and 2016. Since 2013, the two hospitals have implemented different interventions to improve clinical outcomes and the degree of patient satisfaction, e.g. improvement of communication, increased consultant capacity, and introduction of outpatient clinic for complex patients. To identify intervention effects, logistic regression analyses were conducted. Patients’ initial conditions, like demographics and health status, were included in the model as predictors. Clinical data extracted from the electronic health records and the hospitals’ cardiac databases as well as survey-based data were used.Results Our findings indicate a non-significant increase of event-free survival of patients treated between 2014 and 2016 compared to patients treated between 2011 and 2013 (97.4% vs. 96.7% respectively). This non-significant improvement over time has led to significant better outcomes for patients referred from the study referring hospital compared to patients referred from other hospitals. The level of patient satisfaction (response rate 32.2%;216 out of 669) was improved and reached statistically significant higher scores regarding patient information and education (p=.013), quality of care (p=.007), hospital admission and stay (p=.032), personal contact with the physician (p=.024), and total impression (p=.007).Conclusions This study shows a promising effect of regional integration. An intensified collaboration in the care chain, organized in a structured manner between a cardiac centre and a referring hospital and aiming at high quality, resulted in successful improvement of clinical outcomes and degree of patient satisfaction. The applied method may be used as a starting point of regional integration with other referring hospitals. We encourage others to organize the whole care chain to continuously improve patient-relevant outcomes and patient satisfaction.Trial registration: ISRCTN11311830. Registered 01 October 2018 (retrospectively registered)

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“…A more general approach links the quality of health services to patient satisfaction. [11] Patients, expressing their views on the services they experienced, assess the quality of health care they received according to the degree of coverage of their expectations. [12] Thus, integrating the measurement of patient satisfaction into a quality assurance program improves the organization's climate, employee morale and helps to recognize the efforts made to meet the needs of patients.…”

Section: Introductionmentioning

confidence: 99%

Assessment of patient satisfaction of certified and non-certified private dental clinics in Athens

Zampa

Silvestros

Kapaki

et al. 2020

IJH

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Background: In recent years, the issue of quality assurance in health services has emerged in the forefront, with strong research and practical interest. In addition, there is a number of changes to health service users who nowadays have higher expectations of satisfaction, efficiency and quality of health services.Aim: The aim of the present study is to assess the satisfaction of patients and, by extension, the quality of the services provided both in certified and non-certified private dental practices in Athens, to highlight the difference in the services provided and the areas in which it appears.Methods: This is a quantitative study of dental patients’ satisfaction in Athens using an anonymous and self-completed questionnaire. The aggregate sample collected is 317 patients within three months of the questionnaire being shared. In particular, the sample for certified dental places was 176 patients, while the sample of non-certified dental places was 141 patients. For the statistical analysis, the SPSS program for Windows version 25 was used, and the tables were created with Microsoft Excel 2010 based on the SPSS analysis data.Results: The results showed differences between the social level of patients, the permanent residence of the participants as well as differences in the reason for choice and visit to each dental place, while on the questions about the satisfaction of the services the differences were little. The questions with the most shared responses were those in the financial basis. Correlation coefficients did not show any statistically significant relationship between demographic characteristics and satisfaction, with the exception of the level of education of patients in certified dental clinics.Conclusions: Although the results of the research showed little differences in the satisfaction of the patients between certified and non-certified dental clinics, these results are quite limited due to the small number of certified dental clinics in Greece. Further research is needed to produce safer conclusions.

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Is quality important to our patients? The relationship between surgical outcomes and patient satisfaction

Abstract: We found a significant association between patient satisfaction and both 30-day readmission and the occurrence of postoperative surgical complications. Given this association, further study is warranted to evaluate patient satisfaction as a healthcare quality indicator.

Cited by 68 publications

References 20 publications

Combining Direct and Indirect Measurements to Assess Patients’ Satisfaction with the Quality of Public Health Services in Romania: Uncovering Structural Mechanisms and Their Implications

Combining Direct and Indirect Measurements to Assess Patients’ Satisfaction with the Quality of Public Health Services in Romania: Uncovering Structural Mechanisms and Their Implications

Improving clinical outcomes and patient satisfaction among patients with coronary artery disease: an example of enhancing regional integration between a cardiac centre and a referring hospital

Assessment of patient satisfaction of certified and non-certified private dental clinics in Athens

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