The mediating role of patient satisfaction and perceived quality of healthcare in the emergency department

Abidova, Alina; Silva, Pedro Alcântara da; Moreira, Sérgio

doi:10.1097/md.0000000000025133

Cited by 11 publications

(6 citation statements)

References 64 publications

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“…Long waiting time can significantly increase costs and be a major determinant of the satisfaction of those seeking health care services [ 1 ]. Patient experience and satisfaction are closely linked to the quality of care that users attribute to health care [ 2 , 3 ]. Although quality of care does not necessarily translate into patient satisfaction, it can be a major predictor [ 4 ].…”

Section: Introductionmentioning

confidence: 99%

Waiting Time and Patient Satisfaction in a Subspecialty Eye Hospital Using a Mobile Data Collection Kit: Pre-Post Quality Improvement Intervention

Mbwogge¹,

Astbury²,

Nkumbe³

et al. 2022

JMIRx Med

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Background Waiting time can considerably increase the cost to both the clinic and the patient and be a major predictor of the satisfaction of eye care users. Efficient management of waiting time remains as a challenge in hospitals. Waiting time management will become even more crucial in the postpandemic era. A key consideration when improving waiting time is the involvement of eye care users. This study aimed at improving patient waiting time and satisfaction through the use of Plan-Do-Study-Act (PDSA) quality improvement cycles. Objective The objectives of this study were to determine the waiting time and patient satisfaction, measure the association between waiting time and patient satisfaction, and determine the effectiveness of the PDSA model in improving waiting time and satisfaction. Methods This was a pre-post quality improvement study among patients aged 19 to 80 years, who are consulting with the Magrabi International Council of Ophthalmology Cameroon Eye Institute. We used PDSA cycles to conduct improvement audits of waiting time and satisfaction over 6 weeks. A data collection app known as Open Data Kit (Get ODK Inc) was used for real-time tracking of waiting, service, and idling times at each service point. Participants were also asked whether they were satisfied with the waiting time at the point of exit. Data from 51% (25/49) preintervention participants and 49% (24/49) postintervention participants were analyzed using Stata 14 at .05 significance level. An unpaired 2-tailed t test was used to assess the statistical significance of the observed differences in times before and after the intervention. Logistic regression was used to examine the association between satisfaction and waiting time. Results In total, 49 participants were recruited with mean age of 49 (SD 15.7) years. The preintervention mean waiting, service, and idling times were 450 (SD 96.6), 112 (SD 47), and 338 (SD 98.1) minutes, respectively. There was no significant association between patient waiting time and satisfaction (odds ratio 1, 95% CI 0.99-1; P=.37; χ23=0.4). The use of PDSA led to 15% (66 minutes/450 minutes) improvement in waiting time (t47=2; P=.05) and nonsignificant increase in patient satisfaction from 32% (8/25) to 33% (8/24; z=0.1; P=.92). Conclusions Use of PDSA led to a borderline statistically significant reduction of 66 minutes in waiting time over 6 weeks and an insignificant improvement in satisfaction, suggesting that quality improvement efforts at the clinic have to be made over a considerable period to be able to produce significant changes. The study provides a good basis for standardizing the cycle (consultation) time at the clinic. We recommend shortening the patient pathway and implementing other measures including a phasic appointment system, automated patient time monitoring, robust ticketing, patient pathway supervision, standard triaging, task shifting, physician consultation planning, patient education, and additional registration staff.

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Section: Introductionmentioning

confidence: 99%

Waiting Time and Patient Satisfaction in a Subspecialty Eye Hospital Using a Mobile Data Collection Kit: Pre-Post Quality Improvement Intervention

Mbwogge¹,

Astbury²,

Nkumbe³

et al. 2022

JMIRx Med

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“…As many international studies [ 8 , 30 , 36 , 37 , 41 ] show alongside this contribution, a number of factors may influence the quality assessment of the provision (as a process) of healthcare services. These factors may also have different effects on the overall assessment of HQ or on the performance of a particular facility, due to the relevance of each factor being perceived differently by each individual.…”

Section: Discussionmentioning

confidence: 97%

Determinants of Patient-Perceived Primary Healthcare Quality in Lithuania

Servetkienė

Puronaitė

Mockevičienė

et al. 2023

IJERPH

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Patient-centered care is considered to be one of the essential pillars of a modern healthcare system. Thus, quality assessment based on patients’ perceptions, views and experiences in their journey through the healthcare system is recognized as one of the key principles for quality improvement initiatives. Measuring patient satisfaction can be confounded by expectations and prior experiences, which can be at least partly overcome by evaluating patient-perceived healthcare quality (PPHQ). Understanding the principal constituents of PPHQ may aid healthcare professionals and decision makers in the healthcare management process and help in creating instruments to meaningfully measure patient feedback. Herein, we aimed to analyze the primary determinants of PPHQ and their interactions, with a focus on patient experiences and healthcare accessibility, using the example of Lithuanian primary healthcare. For this purpose, we conducted a cross-sectional representative telephone survey that included a total of 1033 respondents (48% male) who had encountered primary healthcare during last 3 years. Survey questions consisted of sociodemographic characteristics, patient perceptions of healthcare service provision, patient experiences, self-reported health status and overall PPHQ ranked with a 5-point Likert scale as the primary outcome. The classification-regression tree (CRT) technique was used to analyze the relationship between different explanatory variables and PPHQ, as well as their relative importance and interactions. The majority of respondents (89%) evaluated PPHQ as acceptable or good. CRT analysis identified staff behavior, organizational accessibility and financial accessibility as the most important factors affecting PPHQ. Importantly, the latter factors surpassed the effect of other known PPHQ determinants, such as sociodemographic characteristics or health status. Further analysis has revealed that the relative importance of staff behavior, including understanding, attention and empathy, increased when more problems with organizational accessibility were encountered. In conclusion, our study suggests that PPHQ in primary healthcare may primarily be determined by organizational and financial accessibility and staff behavior, which may also act as an important mediating factor.

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“…Studies evaluating patient satisfaction in emergency departments have shown patient waiting times before seeing the doctor to be an important factor in satisfaction, while prolonged times reduce satisfaction (17,18). Grissom et al reported that the number of patients and the patient waiting times in the emergency department was lower during the pandemic than in the pre-pandemic period, and that patient satisfaction increased accordingly (15).…”

Section: Discussionmentioning

confidence: 99%

Comparison of Satisfaction Levels between COVID-19 and Non-COVID-19 Patients in the Emergency Department

et al. 2022

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Amaç: Acil serviste hasta memnuniyeti sunulan sağlık hizmetinin bir göstergesidir. Pandemiyle birlikte sağlık çalışanlarının iş yükünün ve stresinin artması hasta bakım kalitesini, dolayısıyla hasta memnuniyetini etkileyebilir. Bu çalışma acil serviste COVID-19’lu hastalar ile COVID-19 harici hastaların memnuniyet düzeylerini karşılaştırmaktadır. Araçlar ve Yöntem: Bu çalışma prospektif, gözlemsel bir anket çalışmasıdır. Brief emergency patient satisfaction scale (BEPSS) kullanılarak hastaların memnuniyet düzeyleri belirlenmiştir. Bulgular: COVID-19 hastalarının memnuniyet düzeyleri COVID-19 harici hastalara göre anlamlı şekilde yüksek olup bekleme süreleri ise tam tersine oldukça kısa bulunmuştur. COVID-19 harici hastalarda triaj kategorisinin memnuniyet üzerinde etki olmadığı ancak COVID-19 hastalarında yeşil triaj kodlu hastaların memnunitet düzeylerinin sarı ve kırmızı triaj kodlu hastalardan anlamlı şekilde düşük olduğu görüldü. Sonuç: COVID-19 hastalarının memnuniyet düzeyleri COVID-19 harici hastalardan yüksek bulundu. Bu durumCOVID-19 hastalarının bekleme sürelerinin kısa olmasından kaynaklanıyor gibi durmaktadır.

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The mediating role of patient satisfaction and perceived quality of healthcare in the emergency department

Cited by 11 publications

References 64 publications

Waiting Time and Patient Satisfaction in a Subspecialty Eye Hospital Using a Mobile Data Collection Kit: Pre-Post Quality Improvement Intervention

Waiting Time and Patient Satisfaction in a Subspecialty Eye Hospital Using a Mobile Data Collection Kit: Pre-Post Quality Improvement Intervention

Determinants of Patient-Perceived Primary Healthcare Quality in Lithuania

Comparison of Satisfaction Levels between COVID-19 and Non-COVID-19 Patients in the Emergency Department

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