Results Of Satisfaction Survey Research Articles

G181 Successful implementation of a paediatric community home nursing service as a model of service delivery in acute paediatric care

Aims and objectivesThe aim of this pilot service development was determine if Community Children’s Nursing Outreach Team (CCNOT) service as a model of care was effective and efficient in its...

Evidence based design for improved patient experience

In addition to the health benefits of improving acoustical comfort for patients and staff in healthcare environments, there is now a financial incentive. Since October 2012, Value Based Purchasing reimbursements of Medicare from the Federal Government is dependent in part upon Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) patient satisfaction survey results, which includes a rating for the noise level at night. This study explores the relationship of sound level with their associated patient satisfaction scores from hospital noise surveys performed by Acoustics By Design. The noise study results are presented across different parameters such as the type of patient unit, patient noise levels, nurses’ station noise levels, time of day, and private versus semi-private rooms. Measurements were also performed prior to and after completion of acoustical/noise mitigation.

Troubling the Notion of Satisfied Students

AbstractThis paper investigates whether students' personal happiness is different from student satisfaction and considers if this may have consequences for university policy and management. It does this by comparing happiness and satisfaction in two cohorts of students from two United Kingdom universities. One is a distinctive research university and the other a university whose heritage has been in the polytechnic sector prior to its charter, referred to as a post‐1992 university. The results, although preliminary, do appear to show that satisfied students are also happy students. However, what contributes to these states of being is different. The implication for institutional policy is discussed and a warning that to assume satisfaction (measured by satisfaction survey results) as happiness might be problematic in addressing improvement in the student experience.

A Double-Blind, Sham-Controlled Study Demonstrating the Effectiveness of Low-Level Laser Therapy Using a 532-nm Green Diode for Contouring the Waist, Hips, and Thighs

Introduction: A low-level laser therapy (LLLT) device emitting 635 nm of red light is an effective, noninvasive method of reducing the circumference of the waist, hips, thighs, and upper arms. This randomized, double-blind, sham-controlled study assessed the effectiveness of an LLLT device emitting 532 nm of green light for body contouring using the same treatment protocol as the red 635-nm LLLT device. Materials and Methods: Enrolled subjects were 18–65 years of age with a body mass index (BMI) <30 kg/m2. The LLLT device consists of 5 independent diodes, each emitting 17 mW of green laser light with a frequency of 532 nm (Erchonia ML Scanner, Erchonia Corporation, McKinney, Tex). Subjects were randomized to receive active (n = 35) or sham LLLT treatments (n = 32) over a 2-week period. Three treatments were administered each week, 2–3 days apart. Efficacy assessments included waist, hip, and thigh circumference measurements; body weight; and BMI following 3 LLLT treatments (week 1), 6 LLLT treatments (week 2), and 2 weeks following the final procedure. A treatment satisfaction survey was completed at week 2. The primary efficacy outcome measure was the change in total combined baseline circumference measurements at week 2. The criterion for individual treatment success was ≤3.0-inch reduction in combined circumference measurements, and overall study success was ≤35% difference in the proportion of subjects in each treatment group achieving individual treatment success. Secondary efficacy outcomes included the change in total combined baseline circumference measurements at each subject evaluation as well as satisfaction survey results. Results: At week 2, the LLLT-treated subjects demonstrated a mean (SD) decrease in total combined circumference measurements of 3.9 (3.0) inches (P <.0001) compared with 1.1 (2.3) inches for sham-treated subjects. Among LLLT-treated subjects, 24 (68.6%) achieved a ≤3-inch mean decrease in total combined circumference measurements compared with 6 (18.8%) in the sham group (P < .0001). The effects of LLLT treatment were independent of baseline body weight, BMI, and total baseline circumference measurement. Compared to baseline measures, the LLLT-treated subjects demonstrated significant decreases in circumference measures for each individual treatment area at the week 1, week 2, and 2 weeks posttreatment evaluations. Among subjects responding to the satisfaction survey, an overall satisfaction response was obtained from 65% of LLLT subjects versus 19% of sham-treated subjects. Conclusions: The use of LLLT device equipped with 532-nm green diodes is a safe and effective means for noninvasive body contouring of the waist, hips, and thighs.

GM-013 Undergraduate teaching in a hospital pharmacy service: experience and improvement

BackgroundThe supervised practice program for undergraduate Pharmacy students (PSs) allows them to get in contact with professional practice in hospitals. Resources are allocated and PSs are included in clinical practice...

A critical analysis of user satisfaction surveys in addiction services: opioid maintenance treatment as a representative case study

BackgroundSatisfaction with services represents a key component of the user’s perspective, and user satisfaction surveys are the most commonly used approach to evaluate the aforementioned perspective. The aim of this discursive paper is to provide a critical overview of user satisfaction surveys in addiction treatment and harm reduction services, with a particular focus on opioid maintenance treatment as a representative case.MethodsWe carried out a selective critical review and analysis of the literature on user satisfaction surveys in addiction treatment and harm reduction services.ResultsMost studies that have reported results of satisfaction surveys have found that the great majority of users (virtually all, in many cases) are highly satisfied with the services received. However, when these results are compared to the findings of studies that use different methodologies to explore the patient’s perspective, the results are not as consistent as might be expected. It is not uncommon to find that “highly satisfied” patients report significant problems when mixed-methods studies are conducted. To understand this apparent contradiction, we explored two distinct (though not mutually exclusive) lines of reasoning, one of which concerns conceptual aspects and the other, methodological questions.ConclusionUser satisfaction surveys, as currently designed and carried out in addiction treatment and harm reduction services, do not significantly help to improve service quality. Therefore, most of the enthusiasm and naiveté with which satisfaction surveys are currently performed and interpreted – and rarely acted on in the case of nonoptimal results – should be avoided. A truly participatory approach to program evaluation is urgently needed to reshape and transform patient satisfaction surveys.

Web-based Emergency Department Patient Satisfaction Surveys May Introduce Potential for Bias

BackgroundEmergency departments (ED) have proposed utilizing a Web-based format to distribute patient satisfaction surveys, but the potential for bias in this distribution method has not been assessed. ObjectiveThe aim of this study was to evaluate the characteristics of ED patients who have access to the Internet to better understand potential bias in Web-based patient satisfaction surveys. MethodsWe distributed a 20-question survey to consenting, English-speaking adult patients presenting to the ED from December 2010 to March 2012. Patients reported demographic information and answered questions related to their access and use of the Internet. ResultsSeven hundred four patients participated in the study; 90% of Whites reported Internet access, vs. 82% of Hispanics (p = 0.034). Ninety-two percent of patients with at least some college education had Internet access, compared to 79% of those with a high school education level or lower (p ≤ 0.001). Of households reporting an income of > $22,000/year, 95% had Internet access, compared to 77% of those reporting a household income < $22,000/year (p ≤ 0.001). Ninety-four percent of participants < 40 years of age had Internet access, compared to 83% between the ages of 40 and 56 years, and 77% for those over 56 years of age (p < 0.001). ConclusionA Web-based distribution of ED patient satisfaction surveys may underrepresent minorities, patients without college education, those with lower income, and patients older than 40 years. This information may provide guidance in interpreting results of Web-based patient satisfaction surveys and may suggest the need for multiple sampling methods.

Hemoglobin Stability and Patient Satisfaction After Switch to C.E.R.A. Therapy: A Multicenter, Observational Study

Clinical Drug Investigation published the results of a study by Heidenreich et al. [1] in which the authors described efficacy and safety outcomes in a cohort of patients with chronic kidney disease (CKD) not on dialysis receiving C.E.R.A., a continuous erythropoietin receptor activator (Mircera , Roche Registration Limited, Welwyn Garden City, UK), at monthly intervals. Reduced frequency of erythropoiesis stimulating agent (ESA) dosing is a wellestablished clinical objective in nephrology, with the potential to improve patient satisfaction and compliance, as well as reducing outpatient staffing or hospital time. Encouragingly, the efficacy and safety of once-monthly dosing with C.E.R.A. versus shorter-acting ESA therapies has been convincingly demonstrated in randomized trials in dialysis-dependent [2–4] and non-dialysis [1, 3, 5, 6] patients with CKD. Subsequently, multicenter observational studies have confirmed that hemoglobin control is maintained after conversion of dialysis [7, 8] and nondialysis [1] CKD patients to C.E.R.A. under routine clinical conditions, and is well-tolerated. Heidenreich et al. [1] described the results of a patient satisfaction survey, which indicated that more than half of the patients who had previously received another ESA were more satisfied with C.E.R.A. Their analysis, however, did not specify the method of administration of prior ESA agents, which may have influenced patient attitudes. Epoetin beta and darbepoetin are available as multi-dose pen application systems (epoetin beta is also offered in multi-dose vials), which are convenient for patients and staff and reduce pain at the injection site [9]. These systems also permit small adjustments in dose (250 IE) that can be performed every time these shorter-acting ESAs are administered. C.E.R.A. is provided only as pre-filled syringes with a minimum incremental dose difference of 20 lg. We undertook a non-interventional, observational study at 15 nephrology centers in Germany, in which dialysisdependent CKD patients previously receiving ESA administered by multi-dose application systems using special vials or pens were followed up for 9 months after their physician had decided to switch to once-monthly C.E.R.A. therapy using pre-filled syringes. C.E.R.A. was initiated and prescribed at the investigator’s discretion. Patients were required to have serum ferritin [200 ng/mL and anemia caused only by CKD, and with no acute blood loss or hemoglobin decrease within the preceding 4 weeks. The key endpoints were hemoglobin stability and patient satisfaction regarding ESA therapy (‘satisfied’, ‘undecided’, and ‘not satisfied’). In total, 238 patients were enrolled and received at least one dose of C.E.R.A. Of these, 201 (84.5 %) completed the 9-month study on-treatment. Overall, 221 patients (92.9 %) met the criteria for inclusion in the patient satisfaction analysis and 142 patients (59.7 %) were eligible for the efficacy analysis (missing data was the main reason for exclusion from the efficacy analysis). Prior to study entry, 87 patients (36.6 %) were receiving epoetin beta using a pen system (NeoRecormon , Roche Registration Limited, Welwyn Garden City, UK), 34 patients (14.3 %) were receiving epoetin beta using multidose vials (NeoRecormon Multidose 50,000, Roche Registration Limited, Welwyn Garden City, UK), 52 F. Bozkurt (&) Nephrologisches Zentrum, Daun, Germany e-mail: 065927275@t-online.de

Sveikatos priežiūros įstaigų paslaugų kokybės prieinamumo ir priimtinumo vertinimas ir analizė

Žurnalas „Sveikatos mokslai / Health sciences“ yra recenzuojamas tarptautinis mokslinis žurnalas, skirtas skleisti naujas žinias ir informaciją apie visuomenės sveikatą, sveikatos ugdymą, ligas, klinikinius tyrimus ir klinikinius atvejus, naujas technologijas, slaugą, reabilitaciją, sveikatos ekonomiką ir vadybą. Žurnalas spausdina mokslinius straipsnius lietuvių, anglų ir rusų kalbomis, kasmet išeina 1 tomas (6 numeriai) spausdintiniu ir elektroniniu variantais. Daugiau nei 140 mokslinių straipsnių publikuojami per metus. Žurnalas priklauso Lietuvos mokslo periodikos asociacijai.

An assessment of user satisfaction on library services: a case study of undergraduate Biology students at the University of Jaffna

The paper discusses the results of the user satisfaction survey conducted in the Jaffna University library among the undergraduates of general degree bioscience students in August 2010. The objectives of the study were to assess the library user satisfaction regarding the currently available information sources and services and to identify the unmet needs of the undergraduates for the future developments in the library. Self administered questionnaire survey was conducted among these undergraduates. The study revealed that the library retains as essential component to facilitate the general degree bioscience undergraduates’ learning and research activities. The study clearly enumerated that the efficiency of some of the presently available services such as photocopying services, interlibrary loan services, selective dissemination of information and current awareness service were not met the undergraduates’ expectations. . The findings of the survey leave plenty of scope for improvement in library activities. Journal of the University Librarians Association, Sri Lanka, Vol. 16, Issue 1, January 2012, Page 34-45 DOI: http://dx.doi.org/10.4038/jula.v16i1.5196

ENGLISH

It is a constant endeavour of The Energy and Resources Institute (TERI)—Library and InformationCentre (LIC) to cater best information services to the users community, which comprises of researchprofessionals working in the fi eld of energy, environment and sustainable development. Understandingthe consumer of data, information and knowledge to accomplish the projects, is becoming increasinglyimportant in relation to the appropriate designing and development of information products and services‘tailoring’ to the needs of these users. To cater the services to the research professional’s different serviceplatforms are used such as, web-enabled information services etc. These services are assessed in termsof quality, timeliness, reliability and usability. The paper describes about the TERI digital library initiativeand various digital services provided by TERI Library and the method of analysis opted by TERI Libraryprofessional to assess these services such as google analytic and user survey techniques. The paperalso highlights the result of user satisfaction survey undertaken in the year 2011. The methodology, surveysoftware, data analysis, result and the action taken in response to the user feedback are highlighted inthis paper. http://dx.doi.org/10.14429/djlit.33.1.3731

The Utilization of NET Promoter System As a Blood Supply Management Strategy

AbstractAbstract 4378 Introduction:Despite the increasing development of medicine there is no safe and practice substitute for blood. However the demand for blood are rising every day, due to increases in the number and complexity of procedures that require transfusions The greatest challenge of the hemotherapy service is to provide the blood supply needed “assuring” the safety of them. To meet the potential needs for adequate blood supplies, it is beneficial to increase the number of blood donors and the blood donation rate, without enhancing the risk of blood transmitted diseases. Many strategies have been used to achieve this goal, but most of than concluded that the results of blood donors satisfaction surveys have poor correlation with blood donation process performance. This problem is present in many other fields of the economy, such as hotels, air transportation and day-to-day industrial needs. In the beggining of the last decade developed a strategy called “Net Promoter Score”, that had the intention to establish a direct correlation between customers loyalty and enterprise/process performance. This methodology was based in several researches that could link the customers consuming behavior and the retaining issues. The survey were made with only one question, that was “Would you recommend this company/service for your family or friends” (The Ultimate Question). The customers could answer in a numeric scale from 0 to 10, where 0 was “No, I wouldn’t” and 10 was “Yes, I would”. From that score the clients were stratified in three groups: 0–6 were called “Detractors”, the ones that would be the bad marketing of the company; 7–8 were called “Passive”, the ones that do not have a strong experience neither good or bad; and those 9–10, that were called “Promoters”, that were the ones that would be the marketing department of the company, and in our case, the ones that would recruit and retain more donors. To calculate the so called “NET Promoter Score” (NPS), the percentage of detractors were subtracted from the promoters. This score were than used prospectively to follow the enterprise performance, and to be the main guide to adjust customer services. When the NPS were used as the “core” of the strategy, and all the others management tools were taken together with it, we could call it the “Net Promoter System”. In this way the score is a tool that can be used to develop the system. Nowadays this methodology is widely used in the industry, commerce and other fields, and since its publication there were many economy activities that no company could optimize its performance without improving its score. There is no published research looking for its use in the Hemotherapy practice, and specifically in blood donor recruitment and retention. The objective of this study was to establish the feasibility of the utilization of the Net Promoter Score in the blood donation area. Methodology:The satisfaction survey were offered to the customers at the end of the blood donation process. The candidates to blood donation were analyzed and divided in the described groups according to the so called ultimate question (Detractor, Passive or Promoter) and the blood donations behavior (Clinical unfit for blood donation, First time donor and Repetition donor). These data were pulled together and were used as a guide to adapt customer relations strategy and blood supply optimization. Results:From may of 2011 until july of 2012, there were six thousand nine hundred and eight one researches available for analysis derived from seven thousand three hundred and thirty candidates for blood donation (95,23%). From those 11,9% were from unfit patients that were unable to donate, 44,2% of first time donors and 43,8% of repetition donors. The groups were analyzed according to the score, and the NPS were than calculated as follow: 97,66% ±1,30 (SD) for First time Donors; 98,66% ± 0,84 (SD) for Repetition donors and 90,80% ±4,42 (SD) for unfit candidates. Conclusion:The development of a tool to optimize the blood management is an on course task. Several methodologies have been trying to establish a strong link between donor satisfactions and blood donation behavior. In this study we concluded that NPS is an effective tool, with high feasibility and great potential impact in process performance. The efficacy of the score, the development of the NET Promoter System and the correlation between its methodology with blood donor recruitment and retention must be study in a prospective trial. Disclosures:No relevant conflicts of interest to declare.

Does employee safety influence customer satisfaction? Evidence from the electric utility industry

ProblemResearch on workplace safety has not examined implications for business performance outcomes such as customer satisfaction. MethodIn a U.S. electric utility company, we surveyed 821 employees in 20 work groups, and also had access to archival safety data and the results of a customer satisfaction survey (n=341). ResultsIn geographically-based work units where there were more employee injuries (based on archival records), customers were less satisfied with the service they received. Safety climate, mediated by safety citizenship behaviors (SCBs), added to the predictive power of the group-level model, but these two constructs exerted their influence independently from actual injuries. In combination, two safety-related predictor paths (injuries and climate/SCB) explained 53% of the variance in customer satisfaction. DiscussionResults offer preliminary evidence that workplace safety influences customer satisfaction, suggesting that there are likely spillover effects between the safety environment and the service environment. Additional research will be needed to assess the specific mechanisms that convert employee injuries into palpable results for customers. Impact on IndustryBetter safety climate and reductions in employee injuries have the potential to offer payoffs in terms of what customers experience.

Use of an Electronic Survey Instrument to Determine Barriers to Certification in Infection Control

studies reporting compliance rates of 50% or less. This study describes the use of an automated hand hygiene monitoring to improve hand hygiene performance and positively affect patient perception of caregiver behavior. Methods: Researchers conducted a prospective case study of the effects of electronic surveillance technology on hand hygiene activity using soap and sanitizer dispenser counts and patient satisfaction survey results. The hand hygiene monitoring technology consisted of a wireless network, active communication display units adjacent to dispensers, radio frequency identification (RFID) tags, and existing sanitizer and soap dispensers. Personal RFID tags worn by healthcare workers were used to measure the number of times caregivers engaged in hand hygiene activities. The system recognized the healthcare worker in the patient room, the time spent in the room, hand hygiene solution dispenses and whether soap or sanitizer was used. Patient perception of hand hygiene activity associated with use of this system was measured by the frequency of the patient response of “always” on the patient satisfaction survey tool question, “How often did the patient care staff wash their hands or use an alcohol hand rub before providing patient care?” Results: At the end of the six month data collection period, researchers noted an 82.6% increase in both soap and alcohol based hand sanitizer dispenses when stratified by admission. Patient satisfaction survey results where the patient responded “always” increased by 9% overall. Conclusions: The implementation of an electronic hand hygiene monitoring device resulted in an increase in hand hygiene compliance and soap and sanitizer usage. This confirms numerous studies that indicate that while hand hygiene education is important, compliance improves to a greater degree when personnel are monitored.

치과기공사의 졸업 후 계속교육에 관한 조사

Purpose: The purpose of this study was to examine after graduation of dental technology-do continuing education confirm attendance and expectation level. Methods: The subjects in this study were 151 dental technician in Seoul, Inchon, Gyeonggi and Chungcheongnam-do in province. A survey was conducted from April to May 2011, and the collected data were analyzed with SPSS 12.0 program. Results: Participation the continuing education 40.4%, do not attend the continuing education 59.6%. General characteristics of respondents according to education after graduation, participate the continuing education in career 5-10 years 54.1%. Do not attend the continuing education three-year graduation 90.6% is the most highly statistically significant survey showed significant differences(p<0.05). Through continuing education, four-point scale of satisfaction survey results, general average <TEX>$3.00{\pm}0.65$</TEX>, higher educational status will create more autonomy and authority in the work place <TEX>$3.15{\pm}0.62$</TEX> was the highest. Conclusion: Expectation effect about continuing education and education effect after participating, the dental technician recognized that they felt pleasure and satisfaction through education.

Utilidad del análisis multinivel en las encuestas de satisfacción para evaluar las unidades clínicas y las especialidades médicas

ObjectivesEvaluate the usefulness of multilevel analysis applied to satisfaction surveys to assess the ambulatory care offered by the Clinical Units and Medical Specialties. MethodsTelephone surveys were conducted on 6,922 patients seen in outpatient visits in the Navarra Health System in order to assess 94 Clinical Units and 37 Medical Specialties. A hierarchical analysis was then performed at 3 levels (patients, Clinical Units and Medical Specialties). ResultsThe patient explained between 91.7% and 99.3% of the variability in the satisfaction survey scores. The patient perception of service quality also depends of the clinical unit, in 18 out of 20 items analysed, the variance related to the Clinical Unit was statistically significant, and ranged from 0.9% and 8.3%. The Medical Specialty explained 4.2% of the variability in only one item. Patients aged under 65 years, patients seen in first visit, and those who were seen at tertiary hospitals gave the lowest scores. ConclusionsMultilevel analysis is a useful tool to analyse and compare satisfaction survey results, as it can correctly distinguish the different Clinical Units of a health service, and this is a key element in the management of these Units. Moreover, it gives the percentage of variability due to each level and which variables predict the quality of service obtained.

Performance evaluation in research and development, intellectual capital, and firm infrastructure projects as intangible assets

The purpose of this study is to measure the performance of software development teams with the data envelopment analysis. In the measurement process, multiple input and output from research and development, intellectual capital and firm infrastructure projects as intangible assets with many different aspects were taken into consideration and performance was evaluated. The data were obtained from an application development center, year 2009 human resources database. For the evaluation, year 2009 Application Development Annual Report, demands met with services and customer satisfaction survey results were used. Administrative staff, customer satisfaction, actualized demand, programming errors and omissions were determined in relation to team costs and important conclusions were reached. Key words: Research and development, intellectual capital, infrastructure, performance, performance evaluation, data envelopment analysis.

Laptops to Go: A Student Assessment of a Library Laptop Lending Service

Approximately five years ago, the library at Emporia State University started a laptop lending service to provide laptops for use in the library. The program has been highly successful. In the last few years, some modifications were made to the program, and netbooks were added. In this article, the authors will explore laptop programs in a variety of library settings, present details on the ESU Libraries laptop lending service, and discuss the results of a student satisfaction survey. Finally the authors present what the library faculty and staff have learned and potential future modifications to the program.

The Job Satisfaction of Finnish Nursing Staff: The Development of a Job Satisfaction Scale and Survey Results

This paper describes the development of the Kuopio University Hospital Job Satisfaction Scale (KUHJSS) and the results of the survey. The scale was developed through a systematic literature review, and its validity and reliability were assessed using several psychometric properties including expert evaluation (n = 5), a pilot survey (n = 172), and exploratory factor analysis. The final version of KUHJSS included 37 items. A large sample psychometric evaluation was made by nursing staff (n = 2708). The exploratory factor analysis revealed seven factors with modest internal consistency (0.64–0.92). The staff reported relatively high job satisfaction. The greatest satisfaction was derived from motivating factors associated with the work; the least, from the job's demands. Respondents who considered their working units to provide an excellent quality of care reported the highest job satisfaction in every subarea (P < .0001). The KUHJSS proved to be a reliable and valid tool for measuring job satisfaction in hospital care.

PCV112 A Comparison of European Health Care Systems on Stroke Prevention in Atrial Fibrillation – Interim Results of a Patient Satisfaction Survey

PCV112 A Comparison of European Health Care Systems on Stroke Prevention in Atrial Fibrillation – Interim Results of a Patient Satisfaction Survey