A path analysis study of factors influencing hospital staff perceptions of quality of care factors associated with patient satisfaction and patient experience

Sandra G Leggat,Leila Karimi,Timothy Bartram

doi:10.1186/s12913-017-2718-x

Sandra G Leggat, Leila Karimi + Show 1 more

Open Access

https://doi.org/10.1186/s12913-017-2718-x

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Journal: BMC health services research	Publication Date: Nov 16, 2017
Citations: 15	License type: open-access

Affiliation: La Trobe University

Abstract

BackgroundHospital staff are interested in information on patient satisfaction and patient experience that can help them improve quality of care. Staff perceptions of quality of care have been identified as useful proxies when patient data are not available. This study explores the organizational factors and staff attitudes that influence staff perceptions of the quality of the care they provide in relation to patient satisfaction and patient experience.MethodsCross sectional survey completed by 258 staff of a large multi-campus, integrated metropolitan hospital in Australia. Structured equation modelling was used to analyse the data.ResultsOur data suggest that different perceived organizational factors and staff attitudes contribute to different pathways for patient satisfaction and patient experience indicators. Hospital staff in our sample were more likely to indicate they provided the care that would result in higher patient satisfaction if they felt empowered within a psychologically safe environment. Conversely their views on patient experience were related to their commitment towards their hospital. There was no relationship between the staff perceptions of patient satisfaction and the staff response to the friends and family test.ConclusionsThis study provides empirical evidence that staff perceptions of the quality of care they provide that is seen to be related to patient satisfaction and patient experience are enacted through different pathways that reflect differing perceptions of organizational factors and workplace psychological attitudes.

Highlights

Hospital staff are interested in information on patient satisfaction and patient experience that can help them improve quality of care
The study objective is to identify the organizational factors and staff attitudes that contribute to hospital staff perceptions of the quality of care patients receive in their hospital, measured as patient satisfaction and patient experience
These findings expand upon the contention that good management is fundamental to patient experience, safety and quality of care [47] by outlining the staff attitudes that need to be fostered by management to contribute to quality of care

Summary

Introduction

Hospital staff are interested in information on patient satisfaction and patient experience that can help them improve quality of care. Staff perceptions of quality of care have been identified as useful proxies when patient data are not available. This study explores the organizational factors and staff attitudes that influence staff perceptions of the quality of the care they provide in relation to patient satisfaction and patient experience. The literature focuses on both patient satisfaction and patient experience as representing quality of care [10], and this is the first study to explore hospital staff perceptions using the indicators that hospitals use to. The study objective is to identify the organizational factors and staff attitudes that contribute to hospital staff perceptions of the quality of care patients receive in their hospital, measured as patient satisfaction and patient experience. In Australia, the People Matters Survey administered by the Victorian Public Sector Commission has included the FFT since 2012 [16]

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Conclusion