Patient characteristics and quality dimensions related to patient satisfaction

Rahmqvist, Mikael; Bara, Ana-Claudia

doi:10.1093/intqhc/mzq009

Cited by 184 publications

(203 citation statements)

References 17 publications

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“…5 The level of satisfaction with dental services among the elderly people we evaluated was high, and higher still with those who accesses services offered by the SUS. A high level of satisfaction has previously been observed in both national and international studies, 9,14,16,20 independently of the form in which it was conceived and measured, whether from a quantitative or qualitative approach. 5 In this study, of those assisted by SUS, 95.4% were satisfi ed, similar to the value recorded among service users (89%) of the SUS in Belo Horizonte, MG, in the study by Lima-Costa & Loyola Filho.…”

Section: Discussionmentioning

confidence: 89%

“…These results are consistent with those of other studies which reported lower levels of satisfaction with the organisational quality of care among consumers with health problems. 9,16,23 According to the adopted theoretical model from Andersen & Davidson 1 (1997), and that proposed by Donabedian 3 (1988), we expected correlations between satisfaction with dental care services and level of education, income and skin colour according to user's self-reported race. However, in this study and in another carried out in Taiwan, the service users' levels of education did not correlate with satisfaction with care received.…”

Section: Discussionmentioning

confidence: 99%

“…7,15,22 The elderly relate higher levels of satisfaction than those of younger service users. 9,16,23 A population based national survey, incorporating fi ve thousand Brazilian households, with adults over the age of 18, chosen by random sampling, showed that 27% of the individuals were satisfi ed with the functioning of the country's health care, without distinguishing the type of service used. 19 Marked socioeconomic inequalities, as well as the infl uence of social circumstances on the health of Brazilians, might be directly linked to divergent results, mainly due to regional differences in health care policies.…”

Section: Discussionmentioning

confidence: 99%

“…Technical evaluations should be complemented by the perceptions of satisfaction of the individuals who receive care with the services provided. 5,16 There has been little investigation into subjective aspects of the quality of the programmes and services, including evaluating consumer satisfaction, and this area includes issues that need to be discussed which may be peculiar to each place and setting. 21 Interest is increasing in knowing the population's expectations with regards to the services offered in the development of dental care programmes and strategies.…”

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confidence: 99%

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Fatores associados à satisfação com serviços odontológicos entre idosos

Rodrigues

Silva²,

Caldeira

et al. 2012

Rev. Saúde Pública

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OBJECTIVE:To analyze the prevalence of elderly users' satisfaction with dental care and associated factors. METHODS:Cross-sectional study conducted with 495 elderly individuals aged 65-74 years, without cognitive impairment according to the Mini-Mental State Examination, who used dental services of the municipality of Montes Claros (Southeastern Brazil) from 2008 to 2009. A two-stage cluster, complex probability sample was used. Trained/ calibrated professionals and students conducted tests and household interviews using handheld computers with software developed for this purpose. In the statistical analysis, with correction by design effect, PASW® Statistics 18.0 was utilized. To identify associations between satisfaction and the factors of interest, Poisson regression was conducted, estimating the prevalence ratio and the 95% confi dence interval (PR / 95%CI). RESULTS:Overall, 91.4% of the elderly were satisfi ed. Greater satisfaction was found among users of services of the Sistema Único de Saúde (SUSBrazil's National Health Service) (PR = 1.07; 95%CI 1.01;1.12); those who had access to information on how to avoid oral problems (PR = 1.09; 95%CI 1.02;1.16); those who did not use medicines (PR = 1.05; 95%CI 1.00;1.10); and those who rated the appearance of their teeth and gums as excellent or good (PR = 1.13; 95%CI 1.00;1.28). CONCLUSIONS:The elderly who access the service offered by SUS have greater satisfaction with dental treatment, as well as those who do not use medicines, those with better self-perception of the aesthetics of teeth and gums and those who have more access to information about how to prevent oral problems. Therefore, health care policies in the SUS have been presenting positive results.

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Section: Discussionmentioning

confidence: 89%

Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

mentioning

confidence: 99%

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Fatores associados à satisfação com serviços odontológicos entre idosos

Rodrigues

Silva²,

Caldeira

et al. 2012

Rev. Saúde Pública

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“…1 Many factors should be correctly taken into account in order to make an appropriate condition for development and improvement of patient satisfaction particularly in hospitals. 2 Satisfied patients show statistically higher adherence to their medical instructions, that is, satisfaction may be an important component in promoting health and psychological well-being in the society. [3][4][5] There has been a proliferation of studies on PS over the last few decades.…”

Section: Introductionmentioning

confidence: 99%

Reliability and factor structure of brief emergency department patient satisfaction scale

2015

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Patient satisfaction (PS) is an important factor for both patients and healthcare professionals. Psychometrically sound assessment of PS is of absolute importance for quality improvement purposes particularly in private hospitals. One of the PS instruments with high reliability and validity is the Brief Emergency Department Patient Satisfaction Scale (BEPSS). This study aimed to investigate the factor structure of BEPSS in a private hospital. A total of 270 emergency patients from a private hospital filled the questionnaires. Confirmatory factor analysis was used to investigate the factor structure of BEPSS. General-factor and five-factor models of the instrument were compared. Internal consistency of the scale was evaluated using Cronbach's alpha coefficients. The five-factor solution of the BEPSS had higher indices of fit and was psychometrically more appropriate. The factor structure was consistent with the original solution. All subscales were internally consistent. Cronbach's alphas ranged between 0.59 and 0.88 for the five subscales. As a result, BEPSS is a valid and reliable instrument in order to be used in private hospitals and clinics. It may serve as a regular PS evaluation tool, which assesses five domains of PS in emergency rooms or for research purposes.

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Reducing Patient Waiting Time in Outpatient Department Using Lean Six Sigma Methodology

Gijo

Antony

2013

Quality & Reliability Eng

120

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This article addresses the issue of longer patient waiting time in the outpatient department (OPD) of a super specialty hospital attached to a manufacturing company in India. Due to longer waiting times at OPD, employees need to be away from the workplace for a longer duration. This problem was addressed through the Lean Six Sigma (LSS) methodology. The process, starting from registration of a patient to dispensing of medicine, was included in the project. The non-value added steps in the process were identified, and actions were initiated. A cause and effect diagram was prepared for high patient waiting time, and causes were validated with the help of data collected from the process. Statistical tools such as Kruskal-Wallis test, Box -Cox transformation, Control charts, normality test, etc., were used within the LSS methodology not only to identify the causes but also to sustain the improvements. As a result of this project, the average waiting time reduced from 57 min to 24.5 min and the standard deviation was reduced to 9.27 from 31.15 min. This will help the hospital to serve patients better and faster, which, in turn, will lead to a reduction in delay of treatment and a faster recovery of patients. The productivity loss due to absenteeism of employees from the workplace could be reduced. Generally, in an Indian health care scenario, most of the activities were dependent on individual doctors rather than processes. This project has helped the clinicians and the hospital management to identify the weak areas in the process for improvement. Because of the implemented solutions, understanding the history of past treatments and medications of the patients was easy for the doctors. Also, the practical validity of deploying LSS in a healthcare scenario was justified with this study.

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Patient characteristics and quality dimensions related to patient satisfaction

Abstract: By using a complete patient population, including all types of medical specialities, we have identified a set of common respondent characteristics and quality dimensions that are related to global satisfaction in out-patient hospital care.

Cited by 184 publications

References 17 publications

Fatores associados à satisfação com serviços odontológicos entre idosos

Fatores associados à satisfação com serviços odontológicos entre idosos

Reliability and factor structure of brief emergency department patient satisfaction scale

Reducing Patient Waiting Time in Outpatient Department Using Lean Six Sigma Methodology

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