Beyond the standard: Rethinking Likert scale use in measuring patient satisfaction at public health center in Indonesia.

Concern about the validity of the DIT and Fisher and Sweeney’s measurement of conservative, moderate and liberal political orientation using a seven-point Likert scale motivates our study. We perform two experiments to investigate these interrelated issues. First, we assess the degree to which 569 undergraduate students’ political orientation as measured by a seven-point Likert scale associates with their corresponding political orientation as measured by a ninepoint Likert scale. We find differences in categorization of subjects depending upon scale used, suggesting problems with the sampling distribution arise when a seven-point Likert scale is used for categorizing subjects. Second, we measure 115 students’ political orientation utilizing a nine-point Likert scale to assess Fisher and Sweeney’s findings. Our results suggest that Fisher and Sweeney’s findings may relate to their using a seven-point Likert scale in measuring political orientation rather than a flaw in the DIT’s validity resulting from an embedded

Patient satisfaction surveys and care quality: a continuum conundrum.

BackgroundThe regulations of the Quality Management System (QMS) implementation in health care organizations were approved by the Lithuanian Ministry of Health in 1998. Following the above regulations, general managers of health care organizations had to initiate the QMS implementation in hospitals. As no research on the QMS implementation has been carried out in Lithuanian support treatment and nursing hospitals since, the objective of this study is to assess its current stage from a managerial perspective.MethodsA questionnaire survey of general managers of Lithuanian support treatment and nursing hospitals was carried out in the period of January through March 2005. Majority of the items included in the questionnaire were measured on a seven-point Likert scale. During the survey, a total of 72 questionnaires was distributed, out of which 58 filled-in ones were returned (response rate 80.6 per cent; standard sampling error 0.029 at 95 per cent level of confidence).ResultsQuality Management Systems were found operating in 39.7 per cent of support treatment and nursing hospitals and currently under implementation in 46.6 per cent of hospitals (13.7% still do not have it). The mean of the respondents' perceived QMS significance is 5.8 (on a seven-point scale). The most critical issues related to the QMS implementation include procedure development (5.5), lack of financial resources (5.4) and information (5.1), and development of work guidelines (4.6), while improved responsibility and power sharing (5.2), better service quality (5.1) and higher patient satisfaction (5.1) were perceived by the respondents as the key QMS benefits. The level of satisfaction with the QMS among the management of the surveyed hospitals is mediocre (3.6). However it was found to be higher among respondents who were more competent in quality management, were familiar with ISO 9000 standards, and had higher numbers of employees trained in quality management.ConclusionQMSs are perceived to be successfully running in one third of the Lithuanian support treatment and nursing hospitals. Its current implementation stage is dependent on the hospital size – the bigger the hospital the more success it meets in the QMS implementation. As to critical Quality Management (QM) issues, hospitals tend to encounter such major problems as lack of financial resources, information and training, as well as difficulties in procedure development. On the other hand, the key factors that assist to the success of the QMS implementation comprise managerial awareness of the QMS significance and the existence of employee training systems and audit groups in hospitals.

Less stick, more carrot: measuring and improving patient satisfaction with endoscopic procedures

PurposeThe purpose of this paper is to measure country image and destination image of Brazil and identify influential information sources as image agents that help forming these images.Design/methodology/approachAn online sample of respondents residing in the USA was surveyed using a structured survey design. County image, destination image and information sources were measured using seven-point Likert scales. Frequencies, descriptives, correlation analyses, t-test and ordinary least squares regression were used to analyze the data.FindingsThe findings revealed that Brazil’s destination image is stronger than its country image. Brazil’s destination image is rated above the middle rank (4) on the seven-point scale, the strongest attributes being scenic beauty, beaches and water attractions. Its country image, on the other hand, is below the middle rank (4) on the seven-point scale. Correlated with seven of the nine country image items, general knowledge from school is potentially the most influential agent for country image while word-of-mouth, printed or online news media and TV programs are potentially the most influential agent for destination image.Originality/valueThe image of Brazil has not been a focus of existing empirical research. Also, this study bridges the gap between country image and destination image in relation to information sources.

Viewpoint: Canʼt Get No Satisfaction? The Real Truth Behind Patient Satisfaction Surveys

From major to minor: Are all endoscopic complications created equal?

The COVID-19 pandemic has expedited the digital transformation of healthcare, facilitating the adoption of telemedicine as an innovative model for enhancing the quality of patient care. This study aimed to investigate the factors influencing patient satisfaction with telemedicine and provide practical guidance for improving service quality. Specifically, this study examined how service responsiveness, reliability, assurance, and empathy affect patient satisfaction while considering the role of expectation confirmation. This study employed quantitative research methods to examine telemedicine’s effect on patient satisfaction, utilizing the SERVQUAL model and expectation-confirmation theory. A structured questionnaire using a seven-point Likert scale was developed to assess the dimensions of expectancy confirmation, responsiveness, reliability, assurance, and empathy. A random sample of 333 valid questionnaires was obtained through an online platform. Structural equation modeling (SEM) was employed to analyze the data; the findings indicated that all hypotheses were supported. Responsiveness significantly and positively influenced expectation confirmation, whereas expectation confirmation, responsiveness, reliability, assurance, and empathy significantly and positively affected patient satisfaction. The model exhibited strong explanatory power, indicating that these factors significantly influenced patient satisfaction with telemedicine. These findings provide valuable insights for healthcare providers to improve the quality of telemedicine services and patient satisfaction. These findings can guide healthcare organizations to develop more effective telemedicine platforms and training programs, contributing to the digital transformation of healthcare systems.

Retrospective cohort study using prospectively collected registry data. The purpose of this study is to evaluate health-related quality of life (HRQOL) and postoperative satisfaction in patients with different histotypes of benign extramedullary spinal tumors (ESTs). Little is known about how different histotypes influence HRQOL and postoperative satisfaction in EST patients. Patients undergoing primary benign EST surgery at 11 tertiary referral hospitals between 2017 and 2021 who completed preoperative and 1-year postoperative questionnaires were included. HRQOL assessment included the Physical Component Summary and Mental Component Summary (MCS) of Short Form-12, EuroQol 5-dimension, Oswestry/Neck Disability Index (ODI/NDI), and Numeric Rating Scales (NRS) for upper/lower extremities (UEP/LEP) and back pain (BP). Patients who answered "very satisfied," "satisfied," or "somewhat satisfied" on a seven-point Likert scale were considered to be satisfied with treatment. Student t -tests or Welch's t -test were used to compare continuous variables between two groups, and one-way analysis of variance was used to compare outcomes between the three groups of EST histotypes (schwannoma, meningioma, atypical). Categorical variables were compared using the χ 2 test or Fisher exact test. A total of 140 consecutive EST patients were evaluated; 100 (72%) had schwannomas, 30 (21%) had meningiomas, and 10 (7%) had other ESTs. Baseline Physical Component Summary was significantly worse in patients with meningiomas ( P =0.04), and baseline NRS-LEP was significantly worse in patients with schwannomas ( P =0.03). However, there were no significant differences in overall postoperative HRQOL or patient satisfaction between histology types. Overall, 121 (86%) patients were satisfied with surgery. In a subgroup analysis comparing intradural schwannomas and meningiomas adjusted for patient demographics and tumor location with inverse probability weighting, schwannoma patients had worse baseline MCS ( P =0.03), ODI ( P =0.03), NRS-BP ( P <.001), and NRS-LEP ( P =0.001). Schwannoma patients also had worse postoperative MCS ( P =0.03) and NRS-BP ( P =0.001), with no significant difference in the percentage of satisfied patients ( P =0.30). Patients who underwent primary benign EST resection had a significant improvement in HRQOL postoperatively, and ~90% of these patients reported being satisfied with their treatment outcomes one year after surgery. EST patients may exhibit a relatively lower threshold for postoperative satisfaction compared with patients undergoing surgery for degenerative spine conditions.

Introduction Patient satisfaction is one of the most important parameters of quality. The measurement of patient satisfaction is an important tool for research, administration, and planning. Client satisfaction is a crucial index for determining the quality services and the way in which they are provided by medical staff. The patient satisfaction is of paramount importance in ensuring better quality on the way to total quality management. Patient satisfaction survey are important from the view of improvement of quality of services and to attain the maximum satisfaction of the in-patients. Aims and objectives The aim of the study is to assess the level of satisfaction of in-patients at Tertiary care speciality hospital and to find out the causes for dissatisfaction. The objectives set were, to study the level of satisfaction of in-patients in private and General wards at Tertiary care speciality hospital and to find the causes for dissatisfaction, if any and suggest remedial measures. Methodology A questionnaire based study where views of inpatient were taken regarding various clinical and support services. The data were collected from different patient care areas over a period of 2 months, and analyzed to determine the biggest dissatisfying factors among the patients. Observations More than 88% of the patients have rated the services as Excellent/Good. The areas where the satisfaction level is low is the cleanliness specially in the toilets and the quality of food served to the patients. As far as clinical care is concerned 95% of the patients are satisfied with the level and expertise of professional care but suggested for development of soft skills in doctors and paramedics. Conclusion The study suggests that a majority of in-patients are highly satisfied with the services of the Hospital. The study recommends for the need to develop soft skills among Doctor and paramedics and to improve upon the level of cleanliness and quality of dietary services. How to cite this article Garg N, Gupta SK, Mahesh R. Patient Satisfaction Survey at a Tertiary Care Speciality Hospital. Int J Res Foundation Hosp Healthc Adm 2014;2(2):79-83.

In mid-2004, the Disease Management Association of America (DMAA) Patient Satisfaction Workgroup in association with J.D. Power and Associates (JDPA) conducted a literature review and a member survey to gain an understanding of the nature of patient satisfaction measurement as it pertains to disease management (DM) programs within the DM industry. A review of the relevant literature indicates that perhaps, with the exception of diabetes disease management, there are no prevalent, systematic, or statistically validated approaches for measuring patient satisfaction within the disease management industry. Most existing studies tend to focus on the effectiveness of a disease management program on clinical outcomes, with patient satisfaction measured only as a part of a battery of "outcome" measures. However, many of these studies do find positive associations between patient satisfaction and clinical outcomes. A majority of the 49 respondents who completed the member feedback survey hold relatively high positions in their organizations. The vast majority of respondents indicate their organizations conduct patient satisfaction surveys that assess overall satisfaction, satisfaction with materials and information provided, and with staff members. Patient satisfaction surveys are most common among the five common chronic diseases: diabetes, asthma, congestive heart failure (CHF), coronary artery disease (CAD), and chronic obstructive pulmonary disease (COPD). More than three in four respondents agree that patient satisfaction measurement is important to the long-term success of their programs. Respondents also indicate that along with intelligence on patients' overall satisfaction with the program, they would also like to gain an understanding of whether or not their programs actually help manage the patient's medical condition. Eight survey instruments currently in use and submitted by study participants were also reviewed. Most of these instruments are relatively short and basic, typically administered by mail, and vary in the types of questions and response categories presented to respondents. This research concludes that there exists an implied need for patient satisfaction measurement in the DM industry and an opportunity to develop and leverage a standardized measurement approach assessing patient satisfaction. Additionally, the authors suggest that there may be value to conceptualizing "patient satisfaction" not as an outcome in itself, but as a means to increase compliance, which, in turn, can improve medical outcomes.

Development, validation and measurement of patient satisfaction questionnaire in Spanish in drive thru services adapted to hospital pharmacies during COVID-19 pandemic

Evaluation of the Patient Satisfaction Performance of Emergency Medicine Resident Physicians in a Large Urban Academic Emergency Department

本研究企圖透過運動可以表達自我的理論，驗證「運動參與」和「運動觀賞」的正向關係。但考量運動參與動機，以身體健康和爲了身材爲主要動機的人比其他動機者，觀賞運動的態度較不積極。研究方法採用問卷調查，詢問受訪者覺得在日常生活中週遭的好朋友認爲從事／觀賞運動是否是一項重要的、有意義、有價值的活動，及是否喜歡從事／觀賞運動（採「不太同意」到「非常同意」Likert七點尺度）。從事／觀賞運動行爲面，詢問受訪者觀察到週遭的好朋友多常從事運動／觀賞運動（從「幾乎沒有」到「每天」七點順序尺度）。另外，詢問受訪者覺得週遭的好朋友從事運動最主要的理由爲何。研究對象爲大學在校學生，以便利抽樣方式發放問卷，回收有效問卷277份。量表信度Cronbach's Alphas在0.92和0.94之間。Pearson相關係數分析顯示：運動參與態度與運動觀賞態度顯著正相關，假設獲得支持。單因子變異數分析結果顯示：參與運動主要動機爲身體健康和爲了身材的人比參與運動動機爲了興趣、爲了跟別人接觸、爲了贏得勝利的人，觀賞運動的態度顯著較不積極，假設獲得支持。

The importance of patient satisfaction has continued to grow such that patient satisfaction is now viewed as a vital component of health-care delivery. This is evidenced by the expanding body of research in the area and the use of measures of patient satisfaction as indicators of health-care quality. The value of patient satisfaction is particularly apparent in the setting of chronic disease where medical care utilization is high, compliance with therapy is critical and the patient-provider relationship is often long-term. Although several validated tools exist to quantify general measures of patient satisfaction, there is a recognized need for disease-specific instruments. Not only are there issues that are unique to haemophilia, but many patients receive care via a specialized comprehensive clinic model. The authors were unaware of an instrument that could adequately address patient satisfaction issues specific to haemophilia; thus, they undertook to develop one. The patient satisfaction survey presented here contains fixed-choice, Likert-scale and open-ended questions adapted from previously validated questionnaires. Assessment of face validity and internal consistency indicate that the survey is measuring one underlying construct - patient satisfaction. Information acquired through this survey will provide a quantitative assessment of patient satisfaction within a clinic population of persons with bleeding disorders and could be used to guide decisions regarding provision of health-care services.