Improving Patient Satisfaction in Health Care Settings
Improving Patient Satisfaction in Health Care Settings
Quantitative Analysis of Business MBAM 5223B
Session 7 Article Summary #1
April 05, 2014
Health-care managers are tasked with addressing many organizational aspects including patient satisfaction. Patient satisfaction is clearly one of the critical priorities for managers. There has been many patient satisfaction studies to respond to the need of improving patient satisfaction. In order to develop an effective intervention program to improve patient satisfaction, more specific research outcomes are needed. This study utilized data collected between January 2007 and June 2008 from 32 hospitals representing a large, national not-for-profit hospital system. The patient satisfaction survey included the Consumer Assessment of Healthcare Providers and Systems, Health Care questionnaire items, and there are 31,471 cases. Two-stage multiple linear regression analyses were conducted with control variables (age, gender, perceived health, education and race). It was found that patients' highest priority is to be treated with courtesy and respect by nurses and physicians (Otani, K., Herrmann, P., & Kurz, R., 2011).
An effective intervention program to improve patient satisfaction would include a training program, where care providers understand that patients want them to show courtesy and respect. Then, well-trained and compassionate nurses and staff members can comfort patients, and consequently improve patient satisfaction.
Parameters of Interest
Data was collected through a two-wave mailed survey. Patients discharged from one of the hospitals were randomly selected and received the HCAHPS Survey in the mail and responded directly to the survey vendor. The survey vendor compiled the data and sent a data set to the health system’s central office. The overall response rate was 38.4% (Otani, K., Herrmann, P., & Kurz, R., 2011).
The two part analysis consists of analyzing the
Quantitative Analysis of Business MBAM 5223B
Session 7 Article Summary #1
April 05, 2014
Health-care managers are tasked with addressing many organizational aspects including patient satisfaction. Patient satisfaction is clearly one of the critical priorities for managers. There has been many patient satisfaction studies to respond to the need of improving patient satisfaction. In order to develop an effective intervention program to improve patient satisfaction, more specific research outcomes are needed. This study utilized data collected between January 2007 and June 2008 from 32 hospitals representing a large, national not-for-profit hospital system. The patient satisfaction survey included the Consumer Assessment of Healthcare Providers and Systems, Health Care questionnaire items, and there are 31,471 cases. Two-stage multiple linear regression analyses were conducted with control variables (age, gender, perceived health, education and race). It was found that patients' highest priority is to be treated with courtesy and respect by nurses and physicians (Otani, K., Herrmann, P., & Kurz, R., 2011).
An effective intervention program to improve patient satisfaction would include a training program, where care providers understand that patients want them to show courtesy and respect. Then, well-trained and compassionate nurses and staff members can comfort patients, and consequently improve patient satisfaction.
Parameters of Interest
Data was collected through a two-wave mailed survey. Patients discharged from one of the hospitals were randomly selected and received the HCAHPS Survey in the mail and responded directly to the survey vendor. The survey vendor compiled the data and sent a data set to the health system’s central office. The overall response rate was 38.4% (Otani, K., Herrmann, P., & Kurz, R., 2011).
The two part analysis consists of analyzing the