Questioning patient satisfaction: An empirical investigation in two outpatient clinics

Avis, Mark; Bond, Meg; Arthur, Antony

doi:10.1016/s0277-9536(96)00140-2

“…There have been methodological considerations of the need for longer-term followup surveys to assess the importance of outcome on satisfaction (Avis et al, 1997).…”

Section: Discussionmentioning

confidence: 99%

“…First, studies find expectation explains surprisingly little of the variation (Sitzia and Wood, 1997). Secondly, expression of expectations may be sensitive to the research instrument but reported satisfaction less so (Peck et al, 2001 (Avis et al, 1997;Fitzpatrick and Hopkins, 1983). Lastly, there is a complex relationship between expectation and experience in which prior experience, directly, or by hearsay, informs expectation as much as expectation informs experience and evaluation (Kravitz, 1996).…”

Section: Expectation and Experiencementioning

confidence: 99%

“…The proposal is that the wider contextual dynamics in which respondents are faced with a satisfactionrelated questionnaire provoke expressions of higher satisfaction than respondents may feel. Such dynamics exert their influence through various pathways and are summarised here drawing on Sitzia and Wood, 1997;Atkinson and Haran, 2005;Bernhart et al, 1999;Øvretveit, 1992;Avis et al, 1997. Norms of courtesy can result in satisfaction being overstated.…”

Section: Contextual Dynamics and Evaluationmentioning

confidence: 99%

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Explanatory models of influences on the construction and expression of user satisfaction

Atkinson

¹

,

Medeiros

²

2009

Social Science & Medicine

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The full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-pro t purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details. women aged 25-60 years from a rural district of Northeast Brazil were used to explore the applicability of three explanatory models of influences on the construction and expression of satisfaction: expectations; contextual dynamics; mediating filters.The first two of these argue that a lack of information and a reluctance to be negative respectively lead to high expressed satisfaction that is artificial. The concept of mediating filters proposes that respondents construct an evaluation that takes account of wider issues, such that high levels of expressed satisfaction are, in this sense, real. All three models contribute towards answering the paper"s question.However, our data suggest that it is an informed, but low, expectation of health careprovision that leads to alternative strategies, including resort to patron-client networks, and success in gaining good health care that is important. Mediating filters identified in this study were culpability and the reference time-frame. We raise questions for practice and offer a combined explanatory model.3

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“…8 Although the 'disconfirmation of expectations' comprises one of the main theoretical models of consumer satisfaction, 9 empirical studies show that the relationship between satisfaction and expectations in healthcare is far from simple. [10][11][12] However, surveys of primary care walk-in patients 13 and of out-of-hours primary care patients 14,15 have shown that, in these patient groups, decreased satisfaction with the consultation is associated with unmet expectations. A recent qualitative study of dental patients has also reasserted the importance of expectations in determining satisfaction with dental care.…”

Section: Introductionmentioning

confidence: 99%

Patient expectations of emergency dental services: a qualitative interview study

Anderson

¹

2004

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“…Yet, although a wide range of methods has been used, such exercises have yielded little information about user definitions of needs, priorities or 4 outcome (Avis, Bond and Arthur 1997;Williams, Coyle and Healy, 1998;Dougall et al 2000). More generally, evidence that involvement has a meaningful place in decisionmaking is sparse (Skelcher, 1993;Gilliatt, Fenwick, Alford.…”

Section: Governance and Primary Carementioning

confidence: 99%

Governance and public involvement in the British National Health Service: Understanding difficulties and developments

Callaghan

¹

,

Wistow

²

2006

Social Science & Medicine

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The full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-pro t purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details. inadequate, and that we also need to look at inter-systemic and inter-personal levels for more complete explanations. Investigating the relationships between these levels, we derive an account of governance within which to situate the role of public involvement. It is against this background that we focus on why the methods of involvement deserve greater attention for their substantive contribution to its quality and effectiveness. KeywordsCommunity participation, public involvement, citizenship, governance, PCTs IntroductionThis article examines the role the public can play in the "policy space" (King and Stoker, 1996) created by the shift from government to governance, using insights from research in two primary care groups/trusts (PCG/Ts). These organisations were inserted into an NHS said to be changing from its traditional monolithic, hierarchical form to a looser 2 network structure (Milburn, 2003) 1 . Burns et al (1994) have argued that the more pluralistic institutional environment created by the move from hierarchies of government to networks of governance, offers better possibilities for democratic involvement than traditional representative systems. They suggest that "an adequate democratic project must centre itself upon recognition of the need for a plurality of power bases, modes of expression and participatory forms" (p282). Plurality alone, however, seems likely to be insufficient to achieve the desired objectives. Research into public participation in primary care has previously identified a danger that "initial efforts to engage communities will become little more than token gestures" (Alborz, Wilkin and Smith, 2002, p26) In this article we suggest that an analysis founded solely in the democratic basis of legitimacy ignores other motivations for public involvement. We draw on Jessop"s account of heterarchy and Bang"s discussion of participation to identify a a range of 1 498 PCGs were established during 1998, as subcommittees of Health Authorities, to cover "natural communities" of 100,000 people. They had three main roles: to improve health; develop primary care; and commission secondary care. General Practitioners chaired their Boards and were numerically dominant, though nurses and social services were represented and there was also one lay member. PCGs were replaced by PCTs, freestanding bodies with their own budgets, a lay chair and a lay majority on the board.

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Questioning patient satisfaction: An empirical investigation in two outpatient clinics

Cited by 170 publications

References 14 publications

Explanatory models of influences on the construction and expression of user satisfaction

Explanatory models of influences on the construction and expression of user satisfaction

Patient expectations of emergency dental services: a qualitative interview study

Governance and public involvement in the British National Health Service: Understanding difficulties and developments

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