Quantitative Article
A Peer Reviewed Publication of the College of Allied Health & Nursing at Nova Southeastern University
Dedicated
edicated to allied health professional practice and education http://ijahsp.nova.edu Vol. 9 No. 4 ISSN 1540-580X
A Quantitative Correlational Study on the Impact of Patient Satisfaction on a
Rural Hospital
Kerry Ellis-Jacobs, DM
Laboratory Manager
Manager, Okmulgee Memorial Hospital, Okmulgee, Oklahoma
United States
CITATION: Ellis-Jacobs K. A Quantitative Correlational Study on the Impact of Patient Satisfaction on a Rural Hospital.
Hospital The
Internet Journal of Allied Health Sciences and Practice. Oct 2011. Volume 9 Number 4.
ABSTRACT
The purpose of the quantitative, ex post facto, correlational research study was to describe a relationship between rural allied all health care mean customer satisfaction scores and allied health care departments’ generation of revenue for a hospital. hospita The research method for the study was appropriate because it identified a relationship between two variables: the customer service servic skills of allied health care practitioners and a hospital’s gross revenue. The study involved analyzing historical patient satisfaction surveys and corresponding hospital revenue statements from a rural hospital in northeastern Oklahoma for a 25-month
25
period.
The study revealed a correlation and impact of the allied health care practitioner on hospital survival. Revenue was positively p significantly correlated with three of the satisfaction ratings from the Emergency Department. These correlations were for STD tests (r = .41, p < .05), courtesy of the person drawing blood ((r = .40, p = .05), and concern of radiology personnel (r
( = .45, p <
.05). None of the correlations between revenue and Inpatient ratings achieved significance. The trend tended to be in the same direction as the Emergency Department ratings, such that all of the correlations were positive with the exception of the Waiting rating (r = -.14, p > .05).
Dedicated
edicated to allied health professional practice and education http://ijahsp.nova.edu Vol. 9 No. 4 ISSN 1540-580X
A Quantitative Correlational Study on the Impact of Patient Satisfaction on a
Rural Hospital
Kerry Ellis-Jacobs, DM
Laboratory Manager
Manager, Okmulgee Memorial Hospital, Okmulgee, Oklahoma
United States
CITATION: Ellis-Jacobs K. A Quantitative Correlational Study on the Impact of Patient Satisfaction on a Rural Hospital.
Hospital The
Internet Journal of Allied Health Sciences and Practice. Oct 2011. Volume 9 Number 4.
ABSTRACT
The purpose of the quantitative, ex post facto, correlational research study was to describe a relationship between rural allied all health care mean customer satisfaction scores and allied health care departments’ generation of revenue for a hospital. hospita The research method for the study was appropriate because it identified a relationship between two variables: the customer service servic skills of allied health care practitioners and a hospital’s gross revenue. The study involved analyzing historical patient satisfaction surveys and corresponding hospital revenue statements from a rural hospital in northeastern Oklahoma for a 25-month
25
period.
The study revealed a correlation and impact of the allied health care practitioner on hospital survival. Revenue was positively p significantly correlated with three of the satisfaction ratings from the Emergency Department. These correlations were for STD tests (r = .41, p < .05), courtesy of the person drawing blood ((r = .40, p = .05), and concern of radiology personnel (r
( = .45, p <
.05). None of the correlations between revenue and Inpatient ratings achieved significance. The trend tended to be in the same direction as the Emergency Department ratings, such that all of the correlations were positive with the exception of the Waiting rating (r = -.14, p > .05).
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