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Patient Satisfaction as an Indicator of Quality Care: Determining Factors Affecting the Level of Satisfaction of Inpatients in a Training Hospital

Year 2007, Issue: 1, 125 - 146, 01.02.2007

Abstract

As patient satisfaction is regarded as an important indicator in assessing the quality of care especially for the last twenty years, there is an increasing interest on perceptions of patients about the provision of health care. The factors affecting patient satisfaction should be reliability defined and the areas of an organization which can be intervened should be determined in order to provide the quality of services as well as to use the resources of hospital efficiently and effectiveness in terms of modem hospital management. This study aims at developing a relaible and multidimension questionnaire to support the operational and strategic decisions of hospital management related to the quality of services, and at determining factors affecting satisfaction level of in patients. The study sample is comprised of 302 inpatients in Ankara Numune Training and Reserach Hospital, between 1-15 July 2004. In the study, a questionnaire was developed to explore the assessment of patients about their care. The satisfaction level of patients was measured with 22 questions. After factor analysis, it was found that questions were gathered around in five factors and the general reliability coefficient was 0.91. Regression analyses were carried out to find out how patients' assessments about their medical treatment were affected from demographic characteristics. The results of regression analyses revealed that older patients and patients who had higher education and stayed in internal clinics had higher satisfaction than counterparts. In this study, 15.5% of general satisfaction were explained. This indicates that there are still very important loopholes in our understanding of factors affecting satisfaction. At this point, it can be suggested that a qualitative approach can be used in order to find out the variance that could not be explained by used variables.

References

  • 1.Andaleeb, S.S. (2001), Service Quality Perceptions and Patient Satisfaction: A Study of Hospitals in A Developing Country, Social Science & Medicine, 52:1359-1370
  • 2.Cleary, P.D., McNeil, B.J. (1988), Patient Satisfaction As An Indicator of Quality Care, Inquiry, 25:25-36
  • 3.Cleary, P.D., Keroy, L, Karapanos, G., McMullen, W. (1989), Patient Assessment of Hospital Care, Quality Review Bulletin, 15:172-179
  • 4.Colman, S.S., Brod, M.I., Krishnamurthy, A., Rowland, C.R., Jirgens, K.J., Mancilla, B.G. (2001), Treatment Satisfaction, Functional Status, and Health-Related Quality of Life Migraine Patients Treated with Almotriptan or Sumatriptan,Clinical Therapeutics, 23(1): 127-145
  • 5.Donabedian, A. (1966), Evaluating The Quality of Medical Care, Milbank Memorial Quart Fund, 44:166-206
  • 6.Dufrene, R.L. (2000), An Evaluation of A Patient Satisfaction Survey: Validity and Reliability, Evaluation and Program Planning, 23:293-300
  • 7.Esatoğlu, A.E. (1997), "Hastanelerde Hasta Tatminin Hastane Yönetimi Açısından Değerlendirilmesi ve Kullanımına Yönelik Model Önerisi", Yayınlanmamış Doktora Tezi, H.Ü. Sağlık Bilimleri Enstitüsü, Ankara
  • 8.Fitzpatrick, R. (1990), Measurement of Patient Satisfaction, "Measuring The Outcomes of Medical Care" (Hopkins, A., Gostain, D.)'da, Royal College of Physicians of London
  • 9.Ford, R.C., Bach, S.A., Fottler, M.D. (1997), Methods of Measuring Patient Satisfaction in Health Care Organizations, Health Care Management Review, 22(2): 74-89
  • 10.Hall, JA, Dornan, M.C. (1988), Meta-Analysis of Satisfaction With Medical Care Description of Research Domain and Analysis of Overall Satisfaction Levels, Social Science & Medicine, 27:637-644
  • 11.Hall, JA, Donran, M.C. (1990), Patient Sociodemographic Characteristics As Predictors of Satisfaction With Medical Care, Social Science & Medicine, 6: 811-818
  • 12.Jackson, J.L., Chamberlin, J., Kroenke, K. (2001), Predictors of Patient Satisfaction, Social Science & Medicine, 52:609-620
  • 13.Jutalis, D.E., Bundek, N.I., Legorreta, A.P. (1997), Identifying Predictors of Satisfaction With Access to Medical Care and Quality of Care, Am J. Med. Quality, 12:11-18 14.Kane,R.L., Maciejewski, M.Finch, M., (1997),The Relationship of Patient Satisfaction With Care and Clinical Outcomes, Medical Care, 35(7): 714-730
  • 15.Kavrakoğlu, İ. (1998), "Toplam Kalite Yönetimi", Kalder Yayınları, İstanbul
  • 16.Kavuncubaşı, Ş. (2000), "Hastane ve Sağlık Kurumları Yönetimi", Siyasal Kitabevi, Ankara
  • 17.Linder-Pelz, S.U. (1982), Toward A Theory of Patient Satisfaction, Social Science & Medicine, 16:577-582
  • 18.Marple, R., Lucey, C, Kroenke, K., Wilder, J., Lucas, C. (1997), A Prospective Study of Concerns and Expectations in Patients Presenting With Common Symptoms, Archives Internal Medicine, 157:1482-1488
  • 19.McGuire, A. (1990), "Measuring Performance in the Health Care Sector: The Hows", "The Challenges of Medical Practice Variations" (Ed. Andersen, T.F., Mooney, G.)'da, The Macmillan Press Ltd
  • 20.Minnick, A.F., Roberts, M.J., Young, W.B., Kleinpell, R.M., Marcantonio, R.J., (1997), What Influences Patient Reports of Three Aspects of Hospital Services. Medical Care, 35(4): 399-409
  • 21. Parkerson, G.R., Broadhead, E.W., Tse, C. (1995), Health Status and Severity of Illness As Predictors of Outcomes in Primary Care, Medical Care, 33(1): 53-66
  • 22.Peck, B.M., Asch, DA, Goöld, S.D., Roter, D.L., Ubel, PA, McLntyre, L.M., Abbott, K.H., Hoff, JA, Koropchok, CM,, Tulsky, J.A. (2001), Measuring Patient Expectations, Medical Care, 39(1): 100-108
  • 23.Richards, J.M., Hemstreet, M.P. (1994), Measures of Life Quality, Role Performance, and Functional Status in Asthma Reserach, Am J Respir Crit Care Med, 149: S31-S39
  • 24.Sixma, H.J., Spreeuwenberg, P.M. ve Pasch, MA (1998), Patient Satisfaction With, The General Practitoner, Medical Care, 36(2): 212-229
  • 25.Sower, V., Duffy, J., Kilbourne, W., Kohers, G., Jones, P. (2001), The Dimensions of Service Quality for Hospitals Development and Use of The KQCAH Scale, Health Care Management Rev, 26(2): 47-59
  • 26.Strickland, D.L. (1997), Challenges in Measuring Patient Outcomes, Nursing Clinics of North America, 32(3): 495-512
  • 27.Şimşek, M. (2001), "Toplam Kalite Yönetimi", Alfa, Genişletilmiş 3. Baskı, İstanbul
  • 28.Wallin, E., Lundgren, P., Ulander, K., Holstein, C.S. (2000), Does Age, Gender or Educational Background Effect Patient Satisfaction With Short Stay Surgery? Ambulatory Surgery, 8:79-88
  • 29.Ware, J.E., Snyder, M.K., Wright, W.R., Davies, A.R. (1983), Defining and Measuring Patient Satisfaction With Medical Care, Evaluation & Program Planning, 6:247-263
  • 30.Weingarten, S.R., Harris, J. (1994), Update: Clinical Outcomes Management and Measurement, "Perspectives in Medical Management'94", (Ed. American College of Physician Executives)'da, May 4-7, Washington D.C
  • 31. Young, G.J., Meterko, M., Desai, K.R. (2000), Patient Satisfaction With Hospital Care: Effects of Demographic and Institutional Characteristics, Medical Care, 38(3): 325-334

Sağlık Hizmetleri Kalitesinin Bir Göstergesi Olarak Hasta Tatmini: Bir Eğitim Hastanesinde Yatan Hastaların Tatmin Düzeylerini Etkileyen Faktörlerin Belirlenmesi

Year 2007, Issue: 1, 125 - 146, 01.02.2007

Abstract

Hasta tatmini özellikle son yirmi yıldır tıbbi bakım kalitesinin değerlendirilmesinde önemli bir gösterge olarak kabul edildiği için hastaların sunulan sağlık hizmeti ile ilgili algılamaları konusunda giderek artan bir ilgi bulunmaktadır. Modem hastane yönetimi açısından hastane kaynaklarının etkili ve verimli kullanımı yanında sunulan hizmetin kaliteli olması da amaçlandığı için hastaların tatminlerini etkileyen fak-törierin daha güvenilir ve açık bir kavramsal çerçevede tanımlanması ve örgütsel olarak müdahale edilebilir alanların ortaya konulması gerekmektedir. Bu çalışma ile hastane yöneticilerinin hastane hizmet kalitesine ilişkin operasyonel ve stratejik değeriendirmelerini destekleyecek güvenilir ye çok boyutlu bir araç geliştirmek ve hasta tatminine etki eden faktörieri tespit etmek amaçlanmıştır. Çalışma Ankara Numune Eğitim ve Araştırma Hastanesine 1-15 Temmuz 2004 tarihleri arasında yatan 302 hasta üzerinde yapılmıştır. Çalışmada hastaların aldıkları hizmetle ilgili değeriendirmelerini araştırmak için anket kullanılmıştır. Hastaların tatmin düzeyleri 22 soru ile ölçülmüştür. Faktör analizi sonucu soruların 5 boyutta toplandığı ve genel güvenirlik katsayısının 0.91 olduğu görülmüştür. Hastaların aldıkları hizmetle ilgili değerlendirmelerinin demografik özelliklerinden nasıl etkilendiğini bulmak için regresyon analizi yapılmıştır. Regresyon analizi sonuçları daha yaşlı ve eğitim düzeyi düşük hastalar ile dahiliye hastalarının genel tatmin düzeylerinin eşitlerine göre daha yüksek olduğunu göstermiştir. Bu çalışmada, genel tatminin %15.5'i açıklanmıştır. Açıklanan bu varyans miktarı, genel tatmini etkileyen faktörieri anlamamızda hâlâ çok önemli boşlukların olduğuna işaret etmektedir. Bu noktada, kullanılan değişkenler tarafından açıklanmayan varyansı bulmak için kalita-tif yaklaşım kullanılması ve böylece hastalar ve hasta tatmini için önemli faktörierin belirienmesi önerilebilir.

References

  • 1.Andaleeb, S.S. (2001), Service Quality Perceptions and Patient Satisfaction: A Study of Hospitals in A Developing Country, Social Science & Medicine, 52:1359-1370
  • 2.Cleary, P.D., McNeil, B.J. (1988), Patient Satisfaction As An Indicator of Quality Care, Inquiry, 25:25-36
  • 3.Cleary, P.D., Keroy, L, Karapanos, G., McMullen, W. (1989), Patient Assessment of Hospital Care, Quality Review Bulletin, 15:172-179
  • 4.Colman, S.S., Brod, M.I., Krishnamurthy, A., Rowland, C.R., Jirgens, K.J., Mancilla, B.G. (2001), Treatment Satisfaction, Functional Status, and Health-Related Quality of Life Migraine Patients Treated with Almotriptan or Sumatriptan,Clinical Therapeutics, 23(1): 127-145
  • 5.Donabedian, A. (1966), Evaluating The Quality of Medical Care, Milbank Memorial Quart Fund, 44:166-206
  • 6.Dufrene, R.L. (2000), An Evaluation of A Patient Satisfaction Survey: Validity and Reliability, Evaluation and Program Planning, 23:293-300
  • 7.Esatoğlu, A.E. (1997), "Hastanelerde Hasta Tatminin Hastane Yönetimi Açısından Değerlendirilmesi ve Kullanımına Yönelik Model Önerisi", Yayınlanmamış Doktora Tezi, H.Ü. Sağlık Bilimleri Enstitüsü, Ankara
  • 8.Fitzpatrick, R. (1990), Measurement of Patient Satisfaction, "Measuring The Outcomes of Medical Care" (Hopkins, A., Gostain, D.)'da, Royal College of Physicians of London
  • 9.Ford, R.C., Bach, S.A., Fottler, M.D. (1997), Methods of Measuring Patient Satisfaction in Health Care Organizations, Health Care Management Review, 22(2): 74-89
  • 10.Hall, JA, Dornan, M.C. (1988), Meta-Analysis of Satisfaction With Medical Care Description of Research Domain and Analysis of Overall Satisfaction Levels, Social Science & Medicine, 27:637-644
  • 11.Hall, JA, Donran, M.C. (1990), Patient Sociodemographic Characteristics As Predictors of Satisfaction With Medical Care, Social Science & Medicine, 6: 811-818
  • 12.Jackson, J.L., Chamberlin, J., Kroenke, K. (2001), Predictors of Patient Satisfaction, Social Science & Medicine, 52:609-620
  • 13.Jutalis, D.E., Bundek, N.I., Legorreta, A.P. (1997), Identifying Predictors of Satisfaction With Access to Medical Care and Quality of Care, Am J. Med. Quality, 12:11-18 14.Kane,R.L., Maciejewski, M.Finch, M., (1997),The Relationship of Patient Satisfaction With Care and Clinical Outcomes, Medical Care, 35(7): 714-730
  • 15.Kavrakoğlu, İ. (1998), "Toplam Kalite Yönetimi", Kalder Yayınları, İstanbul
  • 16.Kavuncubaşı, Ş. (2000), "Hastane ve Sağlık Kurumları Yönetimi", Siyasal Kitabevi, Ankara
  • 17.Linder-Pelz, S.U. (1982), Toward A Theory of Patient Satisfaction, Social Science & Medicine, 16:577-582
  • 18.Marple, R., Lucey, C, Kroenke, K., Wilder, J., Lucas, C. (1997), A Prospective Study of Concerns and Expectations in Patients Presenting With Common Symptoms, Archives Internal Medicine, 157:1482-1488
  • 19.McGuire, A. (1990), "Measuring Performance in the Health Care Sector: The Hows", "The Challenges of Medical Practice Variations" (Ed. Andersen, T.F., Mooney, G.)'da, The Macmillan Press Ltd
  • 20.Minnick, A.F., Roberts, M.J., Young, W.B., Kleinpell, R.M., Marcantonio, R.J., (1997), What Influences Patient Reports of Three Aspects of Hospital Services. Medical Care, 35(4): 399-409
  • 21. Parkerson, G.R., Broadhead, E.W., Tse, C. (1995), Health Status and Severity of Illness As Predictors of Outcomes in Primary Care, Medical Care, 33(1): 53-66
  • 22.Peck, B.M., Asch, DA, Goöld, S.D., Roter, D.L., Ubel, PA, McLntyre, L.M., Abbott, K.H., Hoff, JA, Koropchok, CM,, Tulsky, J.A. (2001), Measuring Patient Expectations, Medical Care, 39(1): 100-108
  • 23.Richards, J.M., Hemstreet, M.P. (1994), Measures of Life Quality, Role Performance, and Functional Status in Asthma Reserach, Am J Respir Crit Care Med, 149: S31-S39
  • 24.Sixma, H.J., Spreeuwenberg, P.M. ve Pasch, MA (1998), Patient Satisfaction With, The General Practitoner, Medical Care, 36(2): 212-229
  • 25.Sower, V., Duffy, J., Kilbourne, W., Kohers, G., Jones, P. (2001), The Dimensions of Service Quality for Hospitals Development and Use of The KQCAH Scale, Health Care Management Rev, 26(2): 47-59
  • 26.Strickland, D.L. (1997), Challenges in Measuring Patient Outcomes, Nursing Clinics of North America, 32(3): 495-512
  • 27.Şimşek, M. (2001), "Toplam Kalite Yönetimi", Alfa, Genişletilmiş 3. Baskı, İstanbul
  • 28.Wallin, E., Lundgren, P., Ulander, K., Holstein, C.S. (2000), Does Age, Gender or Educational Background Effect Patient Satisfaction With Short Stay Surgery? Ambulatory Surgery, 8:79-88
  • 29.Ware, J.E., Snyder, M.K., Wright, W.R., Davies, A.R. (1983), Defining and Measuring Patient Satisfaction With Medical Care, Evaluation & Program Planning, 6:247-263
  • 30.Weingarten, S.R., Harris, J. (1994), Update: Clinical Outcomes Management and Measurement, "Perspectives in Medical Management'94", (Ed. American College of Physician Executives)'da, May 4-7, Washington D.C
  • 31. Young, G.J., Meterko, M., Desai, K.R. (2000), Patient Satisfaction With Hospital Care: Effects of Demographic and Institutional Characteristics, Medical Care, 38(3): 325-334
There are 30 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Bayram Şahin This is me

Fatma Yılmaz This is me

Publication Date February 1, 2007
Submission Date August 16, 2014
Published in Issue Year 2007 Issue: 1

Cite

APA Şahin, B., & Yılmaz, F. (2007). Sağlık Hizmetleri Kalitesinin Bir Göstergesi Olarak Hasta Tatmini: Bir Eğitim Hastanesinde Yatan Hastaların Tatmin Düzeylerini Etkileyen Faktörlerin Belirlenmesi. Verimlilik Dergisi(1), 125-146.

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