Using patient reports to improve medical care

Cleary, Paul D.; Edgman‐Levitan, Susan; Walker, J. K.; Gerteis, Margaret; Delbanco, Thomas L.

doi:10.1097/00019514-199300000-00007

Cited by 36 publications

(6 citation statements)

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“…The purpose was to identify issues important to patients [23]. Because the survey instrument had not previously been validated in the Ontarian population, it was necessary to identify meaningful, valid, and reliable areas of satisfaction and ensure that the analyses in this study focused on valid outcomes.…”

Section: Discussionmentioning

confidence: 99%

Organizational performance impacting patient satisfaction in Ontario hospitals: a multilevel analysis

Pefoyo

Wodchis

2013

BMC Res Notes

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BackgroundPatient satisfaction in health care constitutes an important component of organizational performance in the hospital setting. Satisfaction measures have been developed and used to evaluate and improve hospital performance, quality of care and physician practice. In order to direct improvement strategies, it is necessary to evaluate both individual and organizational factors that can impact patients’ perception of care. The study aims were to determine the dimensions of patient satisfaction, and to analyze the individual and organizational determinants of satisfaction dimensions in hospitals.MethodsWe used patient and hospital survey data as well as administrative data collected for a 2008 public hospital report in Ontario, Canada. We evaluated the clustering of patient survey items with exploratory factor analysis and derived plausible dimensions of satisfaction. A two-level multivariate model was fitted to analyze the determinants of satisfaction.ResultsWe found eight satisfaction factors, with acceptable to good level of loadings and good reliability. More than 95% of variation in patient satisfaction scores was attributable to patient-level variation, with less than 5% attributable to hospital-level variation. The hierarchical models explain 5 to 17% of variation at the patient level and up to 52% of variation between hospitals. Individual patient characteristics had the strongest association with all dimensions of satisfaction. Few organizational performance indicators are associated with patient satisfaction and significant determinants differ according to the satisfaction dimension.ConclusionsThe research findings highlight the importance of adjusting for both patient-level and organization-level characteristics when evaluating patient satisfaction. Better understanding and measurement of organization-level activities and processes associated with patient satisfaction could contribute to improved satisfaction ratings and care quality.

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Section: Discussionmentioning

confidence: 99%

Organizational performance impacting patient satisfaction in Ontario hospitals: a multilevel analysis

Pefoyo

Wodchis

2013

BMC Res Notes

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“…This study suggests that in addition to providing information about aspects of care that patients think are important, there may be important clinical consequences associated with the interpersonal and information needs of patients. Thus, efforts to improve PCC (Cleary et al 1993; Goldstein et al 2001; Davies et al 2008) by enhancing aspects of care such as coordination of care, attention to patient preferences, emotional support, and physical comfort might result not only in better patient experiences but also better clinical outcomes. Although studies examining the relationship between PCC and technical quality of care have had mixed results, the results of the present study argue for the desirability of continuing to assess the relationship between PCC and outcomes until the nature and degree of the impact of PCC is more clearly established.…”

Section: Discussionmentioning

confidence: 99%

Mortality among Patients with Acute Myocardial Infarction: The Influences of Patient‐Centered Care and Evidence‐Based Medicine

Meterko

Wright²,

Lin

et al. 2010

Health Services Research

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197

154

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“…Several questionnaires and related studies relevant to responsiveness domains were used, such as the Community Tracking Study [ 22 ], Picker Survey [ 23 ], QUOTE study [ 24 ] and the CAHPS (Consumer Assessment of Health Plans Study) [ 25 ].…”

Section: Methodsmentioning

confidence: 99%

Validity of a questionnaire measuring the world health organization concept of health system responsiveness with respect to perinatal services in the dutch obstetric care system

Kooy

Valentine

Birnie

et al. 2014

BMC Health Serv Res

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BackgroundThe concept of responsiveness, introduced by the World Health Organization (WHO), addresses non-clinical aspects of health service quality that are relevant regardless of provider, country, health system or health condition. Responsiveness refers to “aspects related to the way individuals are treated and the environment in which they are treated” during health system interactions. This paper assesses the psychometric properties of a newly developed responsiveness questionnaire dedicated to evaluating maternal experiences of perinatal care services, called the Responsiveness in Perinatal and Obstetric Health Care Questionnaire (ReproQ), using the eight-domain WHO concept.MethodsThe ReproQ was developed between October 2009 and February 2010 by adapting the WHO Responsiveness Questionnaire items to the perinatal care context. The psychometric properties of feasibility, construct validity, and discriminative validity were empirically assessed in a sample of Dutch women two weeks post partum.ResultsA total of 171 women consented to participation. Feasibility: the interviews lasted between 20 and 40 minutes and the overall missing rate was 8%. Construct validity: mean Cronbach’s alphas for the antenatal, birth and postpartum phase were: 0.73 (range 0.57-0.82), 0.84 (range 0.66-0.92), and 0.87 (range 0.62-0.95) respectively. The item-own scale correlations within all phases were considerably higher than most of the item-other scale correlations. Within the antenatal care, birth care and post partum phases, the eight factors explained 69%, 69%, and 76% of variance respectively. Discriminative validity: overall responsiveness mean sum scores were higher for women whose children were not admitted. This confirmed the hypothesis that dissatisfaction with health outcomes is transferred to their judgement on responsiveness of the perinatal services.ConclusionsThe ReproQ interview-based questionnaire demonstrated satisfactory psychometric properties to describe the quality of perinatal care in the Netherlands, with the potential to discriminate between different levels of quality of care. In view of the relatively small sample, further testing and research is recommended.Electronic supplementary materialThe online version of this article (doi:10.1186/s12913-014-0622-1) contains supplementary material, which is available to authorized users.

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Using patient reports to improve medical care

Cited by 36 publications

References 0 publications

Organizational performance impacting patient satisfaction in Ontario hospitals: a multilevel analysis

Organizational performance impacting patient satisfaction in Ontario hospitals: a multilevel analysis

Mortality among Patients with Acute Myocardial Infarction: The Influences of Patient‐Centered Care and Evidence‐Based Medicine

Validity of a questionnaire measuring the world health organization concept of health system responsiveness with respect to perinatal services in the dutch obstetric care system

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