Perception and use of the results of patient satisfaction surveys by care providers in a French teaching hospital

Boyer, Laurent; François, Patrice; Doutre, E.; Weil, Georges; Labarère, José

doi:10.1093/intqhc/mzl029

Cited by 109 publications

(101 citation statements)

References 20 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…This is probably connected with the fact that these patients are more aware of the need to undergo surgery, have greater awareness in the fight with the disease, and consider treatment primarily in terms of improving health and restoring normal bodily functions. A similar position on this issue was presented by other authors who argue that patient satisfaction with treatment depends on individual characteristics such as age, gender, education, as well as the physical and mental condition (6,7,8,17,31,32). Our study found no relation between patient age and gender, and satisfaction with treatment.…”

Section: Discussionsupporting

confidence: 58%

Analysis of Factors Influencing Patient Satisfaction with Hospital Treatment at the Surgical Department

Szyca¹,

Rosiek²,

Nowakowska³

et al. 2012

Polish Journal of Surgery

View full text Add to dashboard Cite

the aim of the study was to determine factors responsible for patient satisfaction after treatment at the surgical department. material and methods. The study was conducted in six health care units, which were divided into two groups: Group I: 3 hospitals with the number of beds exceeding 400, and Group II: 3 hospitals with the number of beds below 400. The study group comprised 180 patients, 30 from each of the hospitals. The authors' used the Servqual method and questionnaire with 30 questions relating to five areas characteristic of medical service. Apart from the above-mentioned we also took into consideration hospital personnel: their qualifications and salary, hospital equipment, patient hospitalization costs, and indicated by the patient -the reason for his/her satisfaction or dissatisfaction with hospitalization. Results were subject to statistical analysis. Results. The results indicated that the factors pertaining to costs, especially those related to living conditions and also those related to empathy, personnel competence, and their communication with the patient had very significant influence on patient satisfaction with his/her hospitalization. Fulfilling the patient's needs considering the functional quality increases the patient's comfort, and as a consequence translates into satisfaction with the hospitalization. conclusions. Considering both groups of hospitals the surgical departments did not entirely fulfill the patient's expectations, and there is a need for improvement in this area. The main reason for the negative feelings of patients included worse than expected living conditions, sporadic contact with physicians and lack of information concerning the course of therapy. key words: patient satisfaction, surgical department, quality of hospitalization POLSKI

show abstract

Section: Discussionsupporting

confidence: 58%

Analysis of Factors Influencing Patient Satisfaction with Hospital Treatment at the Surgical Department

Szyca¹,

Rosiek²,

Nowakowska³

et al. 2012

Polish Journal of Surgery

View full text Add to dashboard Cite

show abstract

“…233 Our synthesis also highlighted the trade-off in characteristics of different forms of patient experience data. Qualitative or 'softer' data from comment cards, patient response to open-ended questions or complaints were seen as providing data that were useful in providing a more detailed understanding of the nature and causes of problems, but were seen as 'less robust' by providers, while patient experience surveys were perceived as focusing on measurable but less relevant aspects of patient care, but were acknowledged to be more robust.…”

Section: Feedback Of Proms: Reviewing Contextsmentioning

confidence: 94%

“…233 This is a poor-quality study; the sampling frame for the study was not clear and the sample size and sample of participants who responded was small. The survey was conducted in one hospital and as such its findings may not be generalisable.…”

Section: Feedback Of Proms: Reviewing Contextsmentioning

confidence: 99%

Functionality and feedback: a realist synthesis of the collation, interpretation and utilisation of patient-reported outcome measures data to improve patient care

Greenhalgh

Dalkin

Gooding

et al. 2017

Health Serv Deliv Res

174

263

View full text Add to dashboard Cite

BackgroundThe feedback of patient-reported outcome measures (PROMs) data is intended to support the care of individual patients and to act as a quality improvement (QI) strategy.ObjectivesTo (1) identify the ideas and assumptions underlying how individual and aggregated PROMs data are intended to improve patient care, and (2) review the evidence to examine the circumstances in which and processes through which PROMs feedback improves patient care.DesignTwo separate but related realist syntheses: (1) feedback of aggregate PROMs and performance data to improve patient care, and (2) feedback of individual PROMs data to improve patient care.InterventionsAggregate – feedback and public reporting of PROMs, patient experience data and performance data to hospital providers and primary care organisations. Individual – feedback of PROMs in oncology, palliative care and the care of people with mental health problems in primary and secondary care settings.Main outcome measuresAggregate – providers’ responses, attitudes and experiences of using PROMs and performance data to improve patient care. Individual – providers’ and patients’ experiences of using PROMs data to raise issues with clinicians, change clinicians’ communication practices, change patient management and improve patient well-being.Data sourcesSearches of electronic databases and forwards and backwards citation tracking.Review methodsRealist synthesis to identify, test and refine programme theories about when, how and why PROMs feedback leads to improvements in patient care.ResultsProviders were more likely to take steps to improve patient care in response to the feedback and public reporting of aggregate PROMs and performance data if they perceived that these data were credible, were aimed at improving patient care, and were timely and provided a clear indication of the source of the problem. However, implementing substantial and sustainable improvement to patient care required system-wide approaches. In the care of individual patients, PROMs function more as a tool to support patients in raising issues with clinicians than they do in substantially changing clinicians’ communication practices with patients. Patients valued both standardised and individualised PROMs as a tool to raise issues, but thought is required as to which patients may benefit and which may not. In settings such as palliative care and psychotherapy, clinicians viewed individualised PROMs as useful to build rapport and support the therapeutic process. PROMs feedback did not substantially shift clinicians’ communication practices or focus discussion on psychosocial issues; this required a shift in clinicians’ perceptions of their remit.Strengths and limitationsThere was a paucity of research examining the feedback of aggregate PROMs data to providers, and we drew on evidence from interventions with similar programme theories (other forms of performance data) to test our theories.ConclusionsPROMs data act as ‘tin openers’ rather than ‘dials’. Providers need more support and guidance on how to collect their own internal data, how to rule out alternative explanations for their outlier status and how to explore the possible causes of their outlier status. There is also tension between PROMs as a QI strategy versus their use in the care of individual patients; PROMs that clinicians find useful in assessing patients, such as individualised measures, are not useful as indicators of service quality.Future workFuture research should (1) explore how differently performing providers have responded to aggregate PROMs feedback, and how organisations have collected PROMs data both for individual patient care and to improve service quality; and (2) explore whether or not and how incorporating PROMs into patients’ electronic records allows multiple different clinicians to receive PROMs feedback, discuss it with patients and act on the data to improve patient care.Study registrationThis study is registered as PROSPERO CRD42013005938.FundingThe National Institute for Health Research Health Services and Delivery Research programme.

show abstract

“…Patients' judgment of hospital service quality and their feedback are essential in quality of care monitoring and improvement. 3 Patient satisfaction is an important measure of service quality in health care organization. So, health care facilities are interested in maintaining high levels of satisfaction in order to stay competitive in the health care market.…”

Section: Introductionmentioning

confidence: 99%

Patients' satisfaction with hospital services in Kathmandu

Subedi¹,

Uprety²

2015

J Chitwan Med Coll

View full text Add to dashboard Cite

Patient satisfaction is valid indicator for measurement of service quality. Patient's opinions are important because dissatisfaction suggests opportunities for improvement of health services in the hospital. The objective of this study was to assess the patient satisfaction with hospital services. Descriptive survey study design was adopted for this study .The population of the study was the clients who have been inpatient in Tribhuvan University Teaching Hospital (TUTH) in Kathmandu. Non probability purposive sampling technique was used and 222 patients was selected through face to face interview using a structured and semi-structured questionnaire. Data was collected from 15 th June to first October 2013. The data were analyzed by using descriptive statistics such as frequency, percentage, mean and standard deviation. Using ShapiroWilk test for normality. The result shows that on an average patients had higher satisfaction in technical skills (mean score ± SD 3.78±0.33) followed by hospital policy (3.37±0.43), accessibility skill (3.33±0.43), interpersonal skill (3.31±0.36) and least satisfied with room service of the hospital (mean: 2.58±0.29). Based on the study finding, it is concluded that overall patient satisfaction was good regarding the quality of health care services of TUTH. Among the different domains of patient satisfaction, respondents were highly satisfied with technical skill of the nurses and doctors. Although the overall services provided by TUTH are satisfactory it is necessary to improve the room services which include overall cleanliness and comfort of the patient.

show abstract

Perception and use of the results of patient satisfaction surveys by care providers in a French teaching hospital

Abstract: Despite a declared interest in satisfaction surveys, the results remain underused by hospital staff and insufficiently discussed within teams.

Cited by 109 publications

References 20 publications

Analysis of Factors Influencing Patient Satisfaction with Hospital Treatment at the Surgical Department

Analysis of Factors Influencing Patient Satisfaction with Hospital Treatment at the Surgical Department

Functionality and feedback: a realist synthesis of the collation, interpretation and utilisation of patient-reported outcome measures data to improve patient care

Patients' satisfaction with hospital services in Kathmandu

Contact Info

Product

Resources

About