Drivers Of Patient Satisfaction Research Articles

Kepuasan Pasien Pengguna Badan Penyelenggara Jaminan Sosial Berbasis Kualitas Pelayanan

This research aims to determine and analyze the quality of service, both simultaneously and partially, on the satisfaction of patients using the Social Security Administering Agency at the Ciawi Bogor Community Health Center. The sample size was 100 respondents taken using simple random sampling technique with accidental sampling method with criteria; 1) patients who have sought treatment at the Ciawi Community Health Center at least once; 2) patients who are mature enough to fill out the questionnaire are 17 years old. The questionnaire was tested using validation, reliability and classical assumption tests. The results of this test are valid, reliable, and can be used for regression data. The analytical method used in this research is a descriptive and verification method with a quantitative approach. The research results show that service quality variables, both simultaneously and partially, have a positive and significant effect on patient satisfaction at the Ciawi Bogor Community Health Center. The driver of patient satisfaction using the Social Security Administering Agency at the Ciawi Bogor Community Health Center is reliability.

Using patient flow analysis with real-time patient tracking to optimize radiation oncology consultation visits

PurposeClinical efficiency is a key component of the value-based care model and a driver of patient satisfaction. The purpose of this study was to identify and address inefficiencies at a high-volume radiation oncology clinic.Methods and materialsPatient flow analysis (PFA) was used to create process maps and optimize the workflow of consultation visits in a gastrointestinal radiation oncology clinic at a large academic cancer center. Metrics such as cycle times, waiting times, and rooming times were assessed by using a real-time patient status function in the electronic medical record for 556 consults and compared between before vs after implementation of the PFA recommendations.ResultsThe initial PFA revealed four inefficiencies: (1) protracted rooming time, (2) inefficient communications, (3) duplicated tasks, and (4) ambiguous clinical roles. We analyzed 485 consult-visits before the PFA and 71 after the PFA. The PFA recommendations led to reductions in overall median cycle time by 21% (91 min vs 72 min, p < 0.001), in cumulative waiting times by 64% (45 min vs 16 min; p < 0.001), which included waiting room time (14 min vs 5 min; p < 0.001) and wait for physician (20 min vs. 6 min; p < 0.001). Slightly less than one-quarter (22%) of consult visits before the PFA lasted > 2 h vs. 0% after implementation of the recommendations (p < 0.001). Similarly, the proportion of visits requiring < 1 h was 16% before PFA vs 34% afterward (p < 0.001).ConclusionsPFA can be used to identify clinical inefficiencies and optimize workflows in radiation oncology consultation clinics, and implementing their findings can significantly improve cycle times and waiting times. Potential downstream effects of these interventions include improved patient experience, decreased staff burnout, financial savings, and opportunities for expanding clinical capacity.

Authors’ Reply to: Is a Ratio Scale Assumption for Physician Ratings Justified? Comment on “What Patients Value in Physicians: Analyzing Drivers of Patient Satisfaction Using Physician-Rating Website Data”

Authors’ Reply to: Is a Ratio Scale Assumption for Physician Ratings Justified? Comment on “What Patients Value in Physicians: Analyzing Drivers of Patient Satisfaction Using Physician-Rating Website Data”

Boosting Perceived Customer Orientation as a Driver of Patient Satisfaction.

Several hospitals have embraced customer orientation as a strategy to better meet patients' needs, desires, and wishes. This study therefore investigates how hospitals can boost the extent to which patients feel treated in a customer-oriented way by staff (hereafter, "perceived customer orientation") and its implications for their satisfaction with the hospital. A cross-sectional study of hospital staff's interpersonal skills (interpersonal quality) and the atmosphere and physical features of the hospital (environmental quality) as drivers of perceived customer orientation and its satisfaction implications. Two hundred eighty-nine patients in seven surgery wards and two day-surgery departments of a Belgian hospital. Perceived customer orientation and patient satisfaction. Our results show that interpersonal and environmental qualities have a positive impact on perceived customer orientation, with the interpersonal skills of nursing staff having a greater effect than those of physicians. Perceived customer orientation, however, matters most for patient satisfaction when the nature of the service involves high-contact frequency. Interpersonal and environmental qualities may help to ensure that patients feel treated in a customer-oriented way, which improves patient satisfaction with the hospital.

Rural - urban differences in determinants of patient satisfaction with primary care

In light of the rising regional inequalities in primary care provider supply, to ensure equitable access is a pressing issue in health policy. Most policy approaches fall short in considering the patient perspective when defining shortage areas. As a consequence, implementations of new service delivery models might fail to be responsive to patients' expectations. To explore regional differences in the relative importance of structure and process attributes as drivers of patient satisfaction with local primary care, we collected data from residents of three objectively well-supplied urban and six objectively worse-supplied rural areas in Germany and tested a multi-group structural equation model. The results suggest that the relative importance of care attributes is different among the regional conditions rural and urban. Regardless of regional constraints, the strongest determinants of satisfaction are not related to structural aspects but are concerned with the quality of the doctor-patient relationship. A lack of available choices and a higher tolerance in terms of distances provide possible explanations for the results. The high importance rural residents attribute to the interpersonal relation should not be neglected in the re-organization of traditional service delivery in rural areas.

78 - Defining Roles of Individual Inpatient Press Ganey Survey Domains as Drivers of Patient Satisfaction in Orthopedic Surgery

78 - Defining Roles of Individual Inpatient Press Ganey Survey Domains as Drivers of Patient Satisfaction in Orthopedic Surgery

Exploring the relationship between accreditation and patient satisfaction - the case of selected Lebanese hospitals.

Patient satisfaction is one of the vital attributes to consider when evaluating the impact of accreditation systems. This study aimed to explore the impact of the national accreditation system in Lebanon on patient satisfaction. An explanatory cross-sectional study of six hospitals in Lebanon. Patient satisfaction was measured using the SERVQUAL tool assessing five dimensions of quality (reliability, assurance, tangibility, empathy, and responsiveness). Independent variables included hospital accreditation scores, size, location (rural/urban), and patient demographics. The majority of patients (76.34%) were unsatisfied with the quality of services. There was no statistically significant association between accreditation classification and patient satisfaction. However, the tangibility dimension - reflecting hospital structural aspects such as physical facility and equipment was found to be associated with patient satisfaction. This study brings to light the importance of embracing more adequate patient satisfaction measures in the Lebanese hospital accreditation standards. Furthermore, the findings reinforce the importance of weighing the patient perspective in the development and implementation of accreditation systems. As accreditation is not the only driver of patient satisfaction, hospitals are encouraged to adopt complementary means of promoting patient satisfaction.

(ii) The mangled extremity: limb salvage versus amputation

Abstract The best course of management for severe lower extremity trauma where the choice is amputation versus limb salvage/reconstruction remains enigmatic. There is now good evidence as to the costs, drivers of patient satisfaction, improved discriminators to choice and outcome. However, there still remains no good method or score to help in the final decision-making, and the ultimate verdict is influenced by the injury, patient, surgeon healthcare system and by the surrounding society. This paper gives some of the present evidence.

Survey of a community-based infusion program for Australian patients with rheumatoid arthritis requiring treatment with tocilizumab: patient characteristics and drivers of patient satisfaction and patient-perceived benefits and concerns

BackgroundTocilizumab is an effective therapy for patients with moderate to severe rheumatoid arthritis that is administered by infusion over one hour every 4 weeks. The community-based infusion (ACTiv) program was introduced to Australia in August 2010 to provide accessible and convenient treatment for patients with rheumatoid arthritis who require tocilizumab. The primary objectives of this study were to determine the characteristics of patients in the ACTiv program, patient satisfaction, and patient-perceived benefits and concerns with the ACTiv program, and drivers of patient satisfaction and patient-perceived benefits and concerns.MethodsA voluntary self-administered survey was given to all 608 patients in the ACTiv program between January 27, 2011 and March 31, 2011.ResultsA total of 351 surveys were returned completed, giving a response rate of 58% (351/608). Most patients in the ACTiv program were women aged 40–64 years, with a mean disease duration of 13.7 years and moderate disability, who had been in the ACTiv program for ≥5 months. Most patients (88%, 302/342) were either very satisfied or satisfied with the ACTiv program and believed that they were very unlikely or somewhat unlikely to switch from the ACTiv program (64%, 214/335). The most important benefit was the reassurance of receiving treatment from a trained nurse in a professional medical environment (33%, 102/309). The most important concern was the fear of side effects (48%, 134/280). The main drivers of patient satisfaction and patient-perceived benefits and concerns of patients were health profile, previous medication experience, and length of treatment time in the program.ConclusionThe ACTiv program is used by patients of various ages, family life situations, and locations. Patient satisfaction with the program is high, which enables patients to benefit from long-term use of tocilizumab.

From the Editors’ Desk: Hippocrates and Patient-centered Medicine

Hippocrates opened a medical school in Cos around 400 BCE, with a focus on the four humors of the body and biologic causation, informed by the most cutting-edge medical science of the time. His focus was not just on the empirical treatment of patients. His school also identified a moral and personal code of conduct that put the patient’s needs first. Centuries later, Galen’s advanced surgical techniques similarly blended empiricism with philosophy—diagnostically distinguishing “this patient” from the instance of disease exhibited by the individual. While many of Galen’s philosophical writings have been lost, like the early Greek physicians before him, his code of conduct and respect for the individual likely instilled a sense of trust in their patients, seen only later in Islamic medieval medicine. Although medicine has evolved substantially since Hippocrates, Galen, and Ibn Sina, modern day practitioners continue to be inspired by the commitment of these historical icons to the principle of beneficence—doing what is best for the individual patient. Beneficence as a bioethical principle has lost some of its luster, overshadowed by the principle of autonomy and by recent emphasis on protecting the medical commons. Yet as a key component of patient-centeredness, beneficence is unlikely to dissolve into the shadows. This month in JGIM, we explore aspects of patient-centered care through the lens of communication, health literacy, and autonomy. For instance, Rothberg et al. studied an aspect of patient-physician communication—time spent communicating with inpatients by hospitalists. While physicians averaged 5 min per patient, he found no correlation between patient satisfaction and time spent—perhaps indicating that other factors, such as the quality of the interaction, superseded time alone as a driver of patient satisfaction. Several additional articles explore a different aspect of patient-centered medicine with a specific focus on health literacy. Kiser et al, examine patients’ ability to understand and participate in their own medical care in her study of the effect of a health literacy-sensitive intervention to improve inhaler use among patients with COPD. Lindquist et al. report on the impact of health literacy on intentional and unintentional medication errors, and Jeppesen et al. validate a tool to assess diabetes health literacy in patients. Barg et al. describe the experiences of peer coaches—patients with well-controlled medical disease—as they enhance communication and understanding with other patients who are in need of additional support. Lastly, Barrett explores the values and ethics of guideline-driven care—and its impact on patient autonomy and informed choice. Our era of biomedically oriented medicine is evolving to incorporate and empower the patient and public in their own health care. We hope that our medical forefathers would find this expanded line of medical inquiry consistent with their principles of empiricism and practice of professionalism.