Patient satisfaction in relation to age, health status and other background factors: a model for comparisons of care units

Rahmqvist, Mikael

doi:10.1093/intqhc/13.5.385

Cited by 226 publications

(218 citation statements)

References 2 publications

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“…As reported in previous studies (Cohen, 1996;Hargraves et al, 2001;Kim et al, 2005;Rahmqvist, 2001), the present study found significant relationships between patient characteristics and satisfaction. In the multivariate analysis, older, female, married, and less educated people were more likely to be satisfied.…”

Section: Discussionsupporting

confidence: 90%

“…Previous studies have reported that patient satisfaction is influenced by sociodemographic factors (e.g. age, sex, marital status, education, and income) and health status (Cohen, 1996;Hargraves et al, 2001;Kim, Zaslavsky, & Cleary, 2005;Rahmqvist, 2001). Adjustments for patient characteristics help minimize the influence of these factors and make patient satisfaction less biased.…”

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confidence: 99%

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Trends in Patient Satisfaction from 1989-2003: Adjusted for Patient Characteristics

Cho

Kim

2007

J Korean Acad Nurs

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Despite its subjective nature, patient satisfaction has become an important issue in health care quality, not only at the institutional level, but at the state level, as well. Individual institutions regularly monitor their patient satisfaction and develop strategies for quality improvement to achieve a better position in the market. Nurses, as major hospital personnel, play a role in meeting their patients' needs and expectations, and, as a result, nursing care is acknowledged as a key determinant of patient satisfaction. Patient Satisfaction at the State LevelWhile the significance of patient satisfaction at the institutional level never diminishes, recently, governments and policy analysts have used patient satisfaction as an approach to evaluate the performance of the national Methods. Five repeated cross-sectional surveys were used. The study sample included 290,534 household members 20 years of age and over from the five survey periods of 1989, 1992, 1995, 1999, and 2003. Satisfaction was measured using a five-point scale, ranging from "very satisfied" to "very dissatisfied." Crude satisfaction rates, representing the proportion of patients satisfied (very satisfied or satisfied), were calculated for each survey period. Satisfaction rates adjusted for age, sex, marital status, education, and selfrated health status were calculated for each of the five years.Results. Crude satisfaction rates increased from 15.4% in 1989 to 40.5% in 2003. The proportions of satisfaction and dissatisfaction were reversed after 15 years had passed. However, the satisfaction trend was not linear throughout the different years, with 1992 being the year with the lowest satisfaction rate (9.7%). These trends in crude rates did not change even after adjusting for patient characteristics. The odds of satisfaction in 1992 were 38% lower (odds ratio 0.62, 95% CI 0.60 to 0.64) than the odds in 1989. In 2003, the odds of satisfaction were 4.01 times (95% CI 3.89 to 4.13) the odds for 1989. Older, female, married, and less-educated people were more likely to be satisfied. Patients who rated their health as "very good" had the highest satisfaction rate, and those with "neutral" health ratings had the lowest. General hospitals achieved substantial improvement whereas pharmacies became the lowest-rated of all institutions.Conclusions. The Korean health system has achieved better patient satisfaction rates over the past 15 years.Increased health expenditure, resources, and quality improvement efforts may have contributed to this progress.

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Section: Discussionsupporting

confidence: 90%

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confidence: 99%

Trends in Patient Satisfaction from 1989-2003: Adjusted for Patient Characteristics

Cho

Kim

2007

J Korean Acad Nurs

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“…Those who were hospitalized for four to seven days reported a higher level of satisfaction than those who stayed within the unit for less than three days. This finding corroborates a previous study (42) by showing that a long stay is related with a higher level of satisfaction and, although the author does not mention the reasons for such findings, this means that a longer time of hospitalization provides more opportunities to experience the dynamics of the unit, especially those concerning procedures and routines.…”

Section: Discussionsupporting

confidence: 90%

“…Although such finding is congruent with those from other studies (19)(20)(21)(22)24) , there is no consensus in literature on the influence of this variable on patient satisfaction with nursing care provided (24,38,42) .…”

Section: Discussionsupporting

confidence: 84%

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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“…A problem using patient satisfaction as a quality indicator depends on the complexities where different factors could affect the outcome, and the reliability and validity questioned [17]. Factors such as gratitude, faith and loyalty to health care providers, could influence patient satisfaction [18] as well as background factors such as age, health status and expectations of care [19][20]. A patient's evaluation could be positive, even when care is poor [18].…”

Section: Introductionmentioning

confidence: 99%

Patients’ and relatives’ complaints about encounters and communication in health care: Evidence for quality improvement

Jangland

Gunningberg

Carlsson

2009

Patient Education and Counseling

128

140

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Results Three categories were identified: "Not receiving information or being given the option to participate", "Not being encountered in a professional manner" and "Not receiving nursing or practical support". Insufficient information, insufficient respect and insufficient empathy were described as the most common reasons for a negative professional encounter. ConclusionPatients and relatives experienced unnecessary anxiety and reduced confidence in health care after negative professional encounters. Practice implicationsThe complaints reported to the Patients' Advisory Committee could be used more effectively in health care and be regarded as important evidence when working with quality improvement. To systematically use patient stories, such as those obtained in this report, as a reflective tool in education and supervision could be one way to improve communication and bring new understanding about the patient's perspective in health care. KeywordsComplaints, communication, professional encounter and content analysis. Much research has been done on communication between patients and health professionals. For example, the power of the information communicated by the voice was studied among surgeons, and it was suggested that "how" a message is conveyed may be as important as "what" is said [8]. The physician-patient communication was studied among primary care physicians and surgeons. Physicians with no-claim seemed to conduct longer visits, educate patients more, check understanding more and use more humour during the visit than physicians with claims [9]. A study by Kuzel [10] showed that negative outcomes in the clinician-patient relationship, dominated by stories of disrespect or insensitivity, were reported as more common than technical errors in diagnosis and treatment.The Institute for Healthcare Improvement (IHI) emphasizes that the health care system needs to be more patient-centred and to involve the patients and families in the design of care. Patient-centred care requires respect for patients' values and expressed needs, information and communication, coordination of care, involvement of family, 4 and concordance between the patient and health professionals [11]. Eldh [12] concludes that health care professionals should support patient participation by recognizing the patient as an individual and as a resourceful partner. The benefits of patient-centred care could be that patients are more motivated to follow treatment advice [13] and are more satisfied with health care [14].Patient satisfaction is used as a common quality indicator in health care [15][16]. A problem using patient satisfaction as a quality indicator depends on the complexities where different factors could affect the outcome, and the reliability and validity questioned [17]. Factors such as gratitude, faith and loyalty to health care providers, could influence patient satisfaction [18] as well as background factors such as age, health status and expectations of care [19][20]. A patient's evaluation could be positive, even when care...

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Patient satisfaction in relation to age, health status and other background factors: a model for comparisons of care units

Abstract: The change in ranking among medical specialities after adjustment for background factors emphasizes the importance of including background factors in patient satisfaction analyses in order to obtain less biased comparisons.

Cited by 226 publications

References 2 publications

Trends in Patient Satisfaction from 1989-2003: Adjusted for Patient Characteristics

Trends in Patient Satisfaction from 1989-2003: Adjusted for Patient Characteristics

Satisfação do paciente em uma unidade de gastroenterologia

Patients’ and relatives’ complaints about encounters and communication in health care: Evidence for quality improvement

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