Methods of Measuring Patient Satisfaction in Health Care Organizations

Ford, Robert C.; Bach, Susan A.; Fottler, Myron D.

doi:10.1097/00004010-199704000-00009

Cited by 199 publications

(130 citation statements)

References 9 publications

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“…Health-care and other service organizations do not have the luxury of traditional quality control to ensure product quality prior to delivery, as in manufacturing organizations [21]. Therefore, patients' satisfaction is surveyed to assess the quality of services.…”

Section: Technology-quality Relationshipmentioning

confidence: 99%

Information Technology Payoff in the Health-Care Industry: A Longitudinal Study

Devaraj

Kohli

2000

Journal of Management Information Systems

439

236

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He has worked on several projects for companies examining the impact ofthe technological environment, justin-time manufacturing, work teams, and perfonnance evaluation systems on manufacturing performance. He has also studied the impact of technology investments and technology usage in the health-care industry. In the field of service quality, Dr. Devaraj conducts research on consumers' perception of service and product quality in the automotive industry. He teaches courses in management of technology, operations management, and business statistics. ABSTRACT: With the enormous investments in Information Technology (IT), the question of payoffs from IT has become increasingly important. Organizations continue to question the benefits from IT investments especially in conjunction with corporate initiatives such as business process reengineering (BPR). Furthermore, the impact of technology on nonfmancial outcomes such as customer satisfaction and quality is gaining interest. RAJIV KOHLI is the ProjectHowever, studies examining the IT-^erformance relationship have been far from conclusive. The difficulty in identifying impacts from technology has been the isolation of benefits of IT from other factors that may also contribute to organizational performance. Furthermore, benefits from technology investments may be realized over an extended period of time. Finally, IT benefits may accrue when they are done in concert with other organizational initiatives such as business process reengineering. This calls for studies that take into account control variables as well as data that span time periods.In this study, we examine monthly data collected from eight hospitals over a recent three-year time period. We specify propositions that relate investments in IT to performance, and the combined effect of technology and BPR on performance. We draw DEVARAJ AND KOHLIupon the literature in health-care management to incorporate appropriate control variables in the analyses. Our results provide support for the IT-^erfonnance relationship that is observed after certain time lags. Such a relationship may not be evident in cross-sectional or snapshot data analyses. Also, results indicate support for the impact of technology contingent on BPR practiced by hospitals.KEY WORDS AND PHRASES: business process reengheering, health-care infonnation systems, infonnation technology payoff, information technology productivity. CHANGES IN THE HEALTH-CARE BUSINESS RESULTING FROM CAPITATION and de-clining reimbursement have led to cost-cutting measures through improved operations. In some cases, failure to cut costs threatens the fmancial viability of healthcare organizations. While on the one hand investment in IT is seen as an enabler of efficiency and competitiveness, it is also a significant fmancial investment that, if not linked to improved organizational performance, can hasten the decline of an organization. Given this scenario, the issue of IT payoff has come under close scmtiny.While IT payoff has long been a subject of research and intens...

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Section: Technology-quality Relationshipmentioning

confidence: 99%

Information Technology Payoff in the Health-Care Industry: A Longitudinal Study

Devaraj

Kohli

2000

Journal of Management Information Systems

439

236

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“…Advantages of obtaining this information proximate to a service encounter include the freshness of patients' impressions of their experience and the opportunity for providers to rectify problems the patient identifies (Ford, Bach, & Fottler, 1997). It is not known, however, whether patient or family satisfaction with psychiatric care remains stable or changes over time.…”

Section: Introductionmentioning

confidence: 99%

Longitudinal Assessment of Parental Satisfaction with Children’s Psychiatric Hospitalization

Blader

2006

Adm Policy Ment Health

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Objective-To examine trends over time in parents' satisfaction with their children's prior psychiatric hospitalization and whether such trends are related to postdischarge outcomes.Study Design/Data Collection-Parents of 107 child inpatients completed a satisfaction survey at discharge. Satisfaction with the same inpatient stay was re-assessed 3, 6, and 12 months after discharge. Parents also provided ratings of behavioral symptoms at admission, discharge, and at postdischarge follow-ups.Principal Findings-Random regression analyses indicated significant decline in satisfaction from discharge to follow-up. The proportion of parents reporting that they were not satisfied doubled between discharge and 3-month follow-up. Parents whose satisfaction appraisals shifted from satisfied at discharge to not satisfied at follow-up also provided mean ratings of their child's disruptive behavioral problems at follow-up that were higher than those of parents who reported satisfaction with inpatient care at both times.Conclusions-Findings suggest that appraisals of inpatient care are subject to change, and may become more negative when clinical improvement associated with hospitalization dissipates in the months following discharge.

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“…Le recours à une combinaison de questions ouvertes et fermées permet cependant de tirer avantage des deux méthodologies et de renforcer la validité des résultats obtenus. Tel qu'il a été présenté dans la littérature, les questionnaires standardisés génèrent des scores de satisfaction élevés et présentent peu de distinction entre les clients satisfaits et insatisfaits (Avis et ses collaborateurs, 1997 ;Ford, Bach et Fottler, 1997 ;Perreault, Leichner, Sabourin et Gendreau, 1993 ;Senf et Weiss, 1991). Le recours à des questions ouvertes permet de contrecarrer en partie ces limites.…”

Section: Discussionunclassified

Point de vue des usagers sur une procédure d’évaluation clinique basée sur l’Indice de gravité d’une toxicomanie (IGT)

Perreault¹,

Schneeberger²,

Hamel-Jutras³

et al. 2005

dss

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L’Indice de gravité d’une toxicomanie (IGT) est l’un des instruments les plus utilisés pour l’évaluation et l’orientation des personnes toxicomanes. Puisque l’évaluation constitue le premier contact entre la personne en demande d’aide et le milieu clinique, elle s’avère déterminante quant à l’implication du client dans le traitement. La présente étude s’intéresse spécifiquement à la perspective des usagers au sujet de leur évaluation menée avec l’IGT. Au total, 306 participants ont rempli un questionnaire à la suite de leur rencontre d’évaluation. Neuf d’entre eux ont été invités à se joindre à un groupe de discussion. Les résultats indiquent que 80 % des clients se disent très satisfaits de leur contact avec l’évaluateur. Un peu plus de 74 % des répondants ont indiqué que l’entrevue IGT leur a permis d’avoir une meilleure compréhension de leurs difficultés. Les questions qu’il comporte sont jugées claires et pertinentes. Des usagers soulignent qu’il leur a été difficile de se remémorer quelques faits en relation avec leur dépendance à l’alcool ou aux drogues. Les femmes, les personnes plus âgées et celles orientées vers des services de santé mentale rapportent avoir eu plus de difficultés à compléter certaines parties de l’IGT. En dépit de la lourdeur de l’outil et du caractère intrusif de certaines questions, l’IGT semble être bien accueilli par les usagers parce qu’il est administré dans une ambiance conviviale par des évaluateurs qui font preuve d’empathie. Ce contexte serait propice au développement d’un lien thérapeutique entre le client et l’intervenant.The Addiction Severity Index (ASI), in French the Indice de gravité d’une toxicomanie (IGT), is one of the tools most frequently used to evaluate and refer drug addicts. Since evaluation is the first contact between the person asking for help and the clinical environment, it is a determining factor in the client’s involvement in his treatment. This study specifically focuses on the user’s perspective in regard to the IGT evaluation. In all, 306 participants completed a questionnaire following their evaluation meeting. Nine of them were invited to join a discussion group. The results indicated that 80% of the clients were very satisfied with their contact with the evaluator. A little more than 74% of the respondents indicated that the IGT interview enabled them to acquire a better understanding of their difficulties. The questions it involved were considered clear and relevant. The users emphasized that it had been difficult for them to remember certain facts related to their dependence on alcohol or drugs. Women, the elderly and users referred to mental health services reported having more difficulty in completing certain portions of the IGT. In spite of the weight of the tool and the intrusive nature of certain questions, it appears that it was well accepted by users because it is administered in a friendly environment by evaluators who are empathetic. This context is conducive to the development of a therapeutic relationship between the client and the pra...

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Methods of Measuring Patient Satisfaction in Health Care Organizations

Cited by 199 publications

References 9 publications

Information Technology Payoff in the Health-Care Industry: A Longitudinal Study

Information Technology Payoff in the Health-Care Industry: A Longitudinal Study

Longitudinal Assessment of Parental Satisfaction with Children’s Psychiatric Hospitalization

Point de vue des usagers sur une procédure d’évaluation clinique basée sur l’Indice de gravité d’une toxicomanie (IGT)

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