Patient Satisfaction: Focusing on “Excellent”

Otani, Koichiro; Waterman, Brian; Faulkner, Kelly; Boslaugh, Sarah; Burroughs, Thomas E.; Dunagan, W. Claiborne

doi:10.1097/00115514-200903000-00005

Cited by 89 publications

(87 citation statements)

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“…Therefore, the items of questionnaire for measuring patients' feedback was surprising for many patients. This finding was consistent with the previous study by Ontani et al [20] who found that staff care and nursing care have a greater influence on a patient's decision to give an "excellent" rating than physician care and admission process. They added that because it is not practical to reduce the number of patients who do not mark "excellent" to zero, it is reasonable for unit managers to strive for patients to mark "excellent" first on staff care and nursing care.…”

Section: Discussionsupporting

confidence: 93%

Applying a balanced score card approach and Multi-Rater feedback strategy to shift from appraising to managing head nurses’ performance at general surgical units-Main Mansoura University Hospital-Egypt

Gheith¹

2017

JNEP

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Background and objective: Traditionally, performance appraisal is used to measure behaviors, procedures or actions taken as in head nurse performance plans. Applying balanced score card measures at the nursing administration department level with participating the findings with all nursing staff and patients will help administrators to get all information needed to match head nurses performance plans with nursing administration department as well as hospital goals which help in drawing full shape of performance. The objective was to apply a balanced scorecard approach with 360-degree feedback strategy to shift from appraising to managing head nurses' performance at general surgical units -Main Mansoura University Hospital-Egypt.Methods: Subjects: All supervisors (n = 12), head nurses (n = 10), staff nurses (n = 96) working in general surgical units and all available patients admitted to these units at the time of study (n = 113) were included. Tools: Eight tools that were used for data collection involved feedback questionnaires for patients, head nurses, staff nurses and supervisors, observational checklist, activity analysis checklist, auditing performance appraisal form, and auditing personnel decisions form.Results: There was a statistically significant difference between head nurses, staff nurses and supervisors' perspectives from one side and among patients' perspectives from the other side regarding the performance of head nurses' in general surgical units. In addition, about a third of head nurses' time is spent in unrated activities. However, none of personnel decisions are depended on performance appraisal outcomes. Conclusions:The results of the present study indicated that the methods used to measure head nurses' performance in general surgical units at Main Mansoura University Hospital were not integrated or depended on clear work standards to develop and improve the performance of Head Nurses (HNs).

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Section: Discussionsupporting

confidence: 93%

Applying a balanced score card approach and Multi-Rater feedback strategy to shift from appraising to managing head nurses’ performance at general surgical units-Main Mansoura University Hospital-Egypt

Gheith¹

2017

JNEP

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“…This is used as a strategy within highly competitive health institutions (23,(34)(35) , especially internationally, as the patient satisfaction will determine whether if patients would seek these services again or not, and whether if they would recommend these services to their friends and families or not (1,33) .…”

Section: Introductionmentioning

confidence: 99%

Satisfação do paciente em uma unidade de gastroenterologia

Dorigan

Guirardello

2010

Acta paul. enferm.

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Objectives: To assess patient satisfaction with nursing care received and verify if there are differences in relation to variables studied. Methods: This is a descriptive study of quantitative approach in a conventional sample of 63 patients conducted in the gastroenterology unit of a teaching hospital in the interior of Sao Paulo state. To collect the data was used the Patient Satisfaction Instrument (PSI). Results:The patients reported high satisfaction with all items and domains of the ISP, resulting in a satisfactory internal consistency in all domains. The variables gender, educational level and length of stay in the unit, had a positive impact on patient satisfaction. Conclusion: It is highlight the importance of knowing the patient satisfaction related to nursing care, which allows assessing and planning the care for the purposes of meeting the needs of nursing customers. Keywords: Patient satisfaction; Nursing care; Nursing RESUMOObjetivos: Avaliar a satisfação do paciente com os cuidados de enfermagem recebidos e verificar se existem diferenças em relação às variáveis do estudo. Métodos: Trata-se de um estudo descritivo de abordagem quantitativa, uma amostra convencional de 63 pacientes, realizado na unidade de gastroenterologia de um hospital de ensino do interior do Estado de São Paulo. Para a coleta de dados, utilizou-se o Instrumento de Satisfação do Paciente (ISP). Resultados: Os pacientes relataram alto nível de satisfação para todos os itens e domínios do ISP, resultando em consistência interna satisfatória em todos os domínios. As variáveis sexo, nível de escolaridade e tempo de permanência na unidade influenciaram positivamente a satisfação do paciente. Conclusão: Destaca-se a importância de se conhecer a satisfação do paciente com os cuidados de enfermagem, o que possibilita ao enfermeiro avaliar e planejar a assistência no sentido de atender as necessidades da clientela atendida. Descritores: Satisfação do paciente; Cuidados de enfermagem; Enfermagem RESUMEN Objetivos: Evaluar la satisfacción del paciente con los cuidados de enfermería recibidos, y verificar si existen diferencias en relación a las variables del estudio. Métodos: Se trata de un estudio descriptivo de abordaje cuantitativo con una muestra convencional de 63 pacientes, realizado en la unidad de gastroenterología de un hospital de enseñanza, en el interior del estado de Sao Paulo. Para la recolección de datos, se utilizó el Instrumento de Satisfacción del Paciente (ISP). Resultados: Los pacientes relataron alto nivel de satisfacción para todos los ítems y dominios del ISP, resultando en una consistencia interna satisfactoria en todos los dominios. Las variables: género, nivel de escolaridad y tiempo de permanencia en la unidad, influyeron positivamente la satisfacción del paciente. Conclusión: Se destaca la importancia de conocer la satisfacción del paciente con los cuidados de enfermería, lo que posibilita, al enfermero, evaluar y planificar la asistencia para atender las necesidades de la clientela.

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“…Pengukuran tingkat kepuasan pasien dilakukan sejalan dengan sudut pandang pasien terhadap kualitas komunikasi petugas layanan kesehatan. 12 Empat dimensi pengukur tingkat kepuasan pasien antara lain kemampuan petugas dalam mengawali dan mengakhiri pertemuan (open-endedness), empati petugas layanan kesehatan (empathy), kepercayaan pasien terhadap kemampuan petugas (abilities), dan kepuasan pasien terhadap interaksi yang terjadi dengan petugas (general satisfaction). …”

Section: Pendahuluanunclassified

Kualitas komunikasi dan kepuasan pasien dalam pelayanan radiogra kedokteran gigi RSGM Prof. Soedomo

Simatupang

Suryani

Widyaningrum

et al. 2017

Majalah Kedokteran Gigi Indonesia

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ABSTRAKKualitas komunikasi merupakan salah satu komponen yang penting pada layanan kesehatan karena berhubungan dengan kepuasan pasien. Penelitian ini bertujuan untuk mengetahui hubungan antara kualitas komunikasi pada pelayanan radiogra kedokteran gigi dengan tingkat kepuasan pasien Rumah Sakit Gigi dan Mulut Prof. Soedomo Universitas Gadjah Mada. Penelitian ini dilakukan pada 100 responden terpilih. Kuesioner pada penelitian terdiri dari kuesioner kualitas komunikasi yang terdiri dari 19 butir pertanyaan yang mencakup 4 aspek penilaian komunikasi (introduce, explanation, listen carefully, dan empathy) dan kuesioner tingkat kepuasan pasien yang terdiri dari 20 butir pertanyaan yang mencakup 4 aspek penilaian kepuasan (open-endedness, empathy, abilities, dan general satisfaction). Skor hasil kuesioner penelitian diukur menggunakan skala likert dan penetapan kategori penilaian diukur menggunakan penilaian acuan patokan. Hasil uji korelasi Spearman menunjukkan hubungan yang bermakna (p<0,05) antara kualitas komunikasi dengan tingkat kepuasan pasien, dengan arah korelasi positif dan kekuatan korelasi sangat kuat (r = 0,856). Penilaian pasien terhadap kualitas komunikasi radiografer sebagian besar menunjukkan kategori baik (64%). Aspek komunikasi yang paling berpengaruh adalah empathy (r = 0,842) dan introduce (r = 0,752). Sebagian besar pasien memberikan penilaian kepuasan pada tingkat puas (71%), dengan aspek penilaian kepuasan yang paling berpengaruh adalah (r = 0,807) dan general satisfaction (r = 0,706). Semakin baik komunikasi yang digunakan oleh radiografer maka akan semakin tinggi pula tingkat kepuasan pasien terhadap pelayanan radiogra kedokteran gigi Rumah Sakit Gigi dan Mulut Prof. Soedomo Universitas Gadjah Mada.Kata kunci: kepuasan pasien; kualitas komunikasi; kuesioner; radiologi kedokteran gigi (introduction, explanation, careful listening, and empathy) ABSTRACT: The quality of communication and patient satisfaction in dental radiography. The quality of communication is one of important components in health service. The aim of this study is determine the relationship between the quality of communication and the level of patients in dental radiography service at Prof. Soedomo Dental Hospital Faculty of Dentistry Universitas Gadjah Mada. This study was conducted on 100 selected respondents. The quality of communication questionnaire consisted of 19 questions involving 4 aspects of communication assessment

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Patient Satisfaction: Focusing on “Excellent”

Cited by 89 publications

References 0 publications

Applying a balanced score card approach and Multi-Rater feedback strategy to shift from appraising to managing head nurses’ performance at general surgical units-Main Mansoura University Hospital-Egypt

Applying a balanced score card approach and Multi-Rater feedback strategy to shift from appraising to managing head nurses’ performance at general surgical units-Main Mansoura University Hospital-Egypt

Satisfação do paciente em uma unidade de gastroenterologia

Kualitas komunikasi dan kepuasan pasien dalam pelayanan radiogra kedokteran gigi RSGM Prof. Soedomo

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