Total views : 213

Patient Experience: A Key Instrument in Analyzing Patient Satisfaction in Public Hospitals in Chennai

Affiliations

  • VIT Business School Chennai, Chennai − 600127, Tamil Nadu, India
  • VIT University, Chennai − 600127, Tamil Nadu, India

Abstract


Objective: Patient satisfaction is a widely used quality metric that has increasing importance in running hospitals successfully, especially for public hospitals, where patients are treated free of cost or at very low cost. While enhancing the nature of quality care is a universal test, sustaining the care quality is a paramount challenge. In this study data on patient an experience was collected as it can be used to target improvement of the care provided and for future research. Methods and Statistical Analysis: This study was conducted in 7 public hospitals in Chennai, India. Descriptive research design was used and results of ANOVA shows that patients are satisfied to an extent with their experience in those public hospitals in Chennai. Findings: The statistical analysis revealed that there is a significant relationship between patient satisfaction on their experiences in hospital and patient loyalty to the hospital as only satisfied patients are ready to recommend the hospitals for others. It also shows that only satisfied patients return to the hospitals for continuity of care and remain loyal to the hospital. Application: Positive patient experience helps the hospital to gain patient loyalty. While poor or bad experience dissatisfies the patient and stops them from using the services and recommending the hospital to others.

Keywords

Healthcare Quality, Patient Experience, Patient Satisfaction, Recommendation.

Full Text:

 |  (PDF views: 154)

References


  • Moon WH, Park HS. Reuse Intention Associated with the Selection Factors and Satisfaction: Focused on Spine Specialty Hospitals in Korea, Indian Journal of Science and Technology. 2015; 8(26):1-7.
  • Jenkinson C, Coulter A, Bruster S, Richards N, Chandola T. Patients' Experiences and Satisfaction with Health Care: Results of a Questionnaire Study of Specific Aspects of Care, Qual Saf Health Care. 2002 Dec; 11(4):335-9.
  • Catchpole Cited in Department of Health Human Factors Reference Group Interim Report: 1 March 2012, National Quality Board. Date accessed: 01/03/2012. Available at: http://www.england.nhs.uk/ourwork/part-rel/nqb/ag-min/.
  • Bleich SN, Özaltin E, Murray CJL. How does Satisfaction with the Health-Care System Relate to Patient Experience, Bulletin of the World Health Organization. 2009; 87(4):4.
  • The Measurement of Health Care Performance: A Primer from the CMSS. Council of Medical Specialty Societies. USA: United Health Services Inc. Ad. www.icrc.org/health-care-in-danger:2007.
  • Patients First and Foremost: the Initial Government Response to the Report of the Mid Staffordshire, NHS Foundation Trust Public Inquiry. Department of Health, London: Stationary Office. Date accessed: 03/2013. https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/170701/Patients_First_and_Foremost.pdf.
  • Francis R. Report of the Mid Staffordshire NHS Foundation Trust Public Inquiry. London: Stationary Office; 2013.
  • Beattie M, Douglas J, Murphy M, Atherton I, Lauder W. Instruments to Measure Patient Experience of Healthcare Quality in Hospitals: A Systematic Review, Systematic Review. 2015; 4(97):1-65.
  • Coulter A, Fitzpatrick R, Cornwell C. Measures of Patients’ Experience in Hospital: Purpose, Methods and Uses, The Point of Car., The King’s Fund, 2009, p.8.
  • Wensing M, Elwyn G. Research in Patients’ Views in the Evaluation and Improvement of Quality of Care, Quality Safe Health Care. 2002; 11:153–7.
  • Garratt A. National And Cross-National Surveys of Patient Experiences: A Structured Review, Norwegian Knowledge Centre for the Health Services. 2008; 7:1-71.
  • Schoen C, Osborn R, Huynh PT. Taking the Pulse of Health Care Systems: Experiences of Patients with Health Problems in Six Countries, Health Affairs. 2005; 5:509-25.
  • Hekkert KD, Cihangir S, Kleefstra SM. Patient Satisfaction Revisited: A Multilevel Approach, Social Science Medical (Prospective Cohort; 20 Hospitals). 2009; 69(1):68-75
  • Dutta S, Abbas SU. HCAHPS and the Metrics of Patient Experience: A Guide for Hospitals and Hospitalists, Hospital Medicine Practice, 2015; 3(6):1-6.
  • Otani K, Patrick A, Herrmann H. Richard S, Kurz K. Improving Patient Evaluation of Hospital Care and Increasing their Intention to Recommend: Are they the Same or Different Constructs? Health Services Management Research. 2010; 23(2):1-45.
  • Ford RC, Bach SA, Fottler MD. Methods of Measuring Patient Satisfaction in Health Care Organizations, Health Care Management Rev. 1997; 22(2):74–89.
  • Eisenberg B. Customer Service in Healthcare: A New Era, Hosp Health Service Administration. 1997; 42(1):17–31.
  • Williams B. Patient Satisfaction: A Valid Concept? Social Science Method. 1994; 38(1):509–16.
  • Lynn J, Schall MW, Milne C. Nolan KM, Kabcenell A. Quality Improvements in End-Of-Life Care: Insights from Two Collaborative, Journal of Quality Improvement. 2000; 26(5):254-67.
  • Morrison RS, Siu AL, Leipzig RM, Cassel CK, Meier DE. The Hard Task of Improving the Quality of Care at the End-Of-Life, Archives of Internal Medicine. 2000; 160(6):743-47.
  • De L, Rootman I. Physician Role Performance and Patient Satisfaction, Social Science Medicine. 1976; 10(1):29-31.
  • Aiello A, Fu L, Miseta A, Sipos K, David M, Bedwell B. The Ca2+ Homeostasis Defects In: A pgm2∆ Strain of S. cerevisiae Are Caused by Excessive Vacuolar Ca2+ Uptake Mediated by the Ca2+-ATPase Pmc1p, JBC Papers in Press. Published on as Manuscript M400833200. 2003, 279, p. 38495-502.
  • Varghese J. A Study to Assess the Patient Satisfaction with Quality Nursing Care in Neuro Medical Unit, Institute of Medical Sciences and Technology Medical College. 2009; 35(2):422-29.
  • Lyngkhoi R, Brindha G. A Study on Patient Satisfaction of Outpatient Department, Indian Journal of Science and Technology. 2015; 8(32):1-5.
  • Beckman HB, Markakis KM, Suchman AL. The Doctor-Patient Relationship and Malpractice. Lessons from Plaintiff Depositions, Archeyology International Medical. 1994; 154(12):1365-70.
  • Manary MP, Boulding W, Staelin R. The Patient Experience and Health Outcomes, National England Journal of Medicals. 2013; 368(3):201-03.
  • Vadhana M. Assessment of Patient Satisfaction. In: An Outpatient Department of an Autonomous Hospital In Phnom Penh, Cambodia, Asia Pacific University, 2012, p. 1-97.
  • Jackson JL, Chamberlin J, Kroenke K. Predictors of Patient Satisfaction, Social Science of Medical. 2001; 51(2):609–20.
  • Zhang Y, Rohrer J, Borders T. Patient Satisfaction, Self Rated Health Status and Health Confidence: An Assessment of the Utility of Single-Item Questions, American Journal of Medical Quality. 2007; 22(1):42–9.
  • Clayton CM, Grossman JH, Hwang J. The Innovator’s Prescription: A Disruptive, Solution for Health Care. 2010; 4(1):164–201.
  • Youn I, Kim S, Hyeon LY, Seok LY, Chung HT. A Study on the Effects of Risk and Uncertainty of Information on Service Quality Assessment with Focus on Cancer Patients’ Cases, Indian Journal of Science and Technology. 2016; 9(26):1-7
  • Department of Health Equity and Excellence: Liberating the NHS. Date accessed: 2010. Available at: www.icrc.org/health-care‎
  • Cleary PD, Edgman-Levitan S, McMullen W, Delbanco TL. The Relationship between Reported Problems and Patient Summary Evaluations of Hospital Care, Quality Review Bulletin, 1992; 18(2):53–9.
  • Cleary PD. Satisfaction may not Suffice! A Commentary on A Patient’s Perspective, International Journal of Technology Assessment in Health Care. 1998; 15(1):35–7.
  • Pascoe GC. Patient Satisfaction in Primary Health Care: A Review and Analysis, Evaluation of Program Planning. 1983; 6(3-4):185-210.
  • Apfelbaum JLC, Chen SS, Mehta M, Anesthesia A, Analgesia A. Hospital-based Patient Experience and Satisfaction Survey, Hospital Authority. 2013; 97(2):534-40.
  • Draper M, Cohen P, Buchan H. Seeking Consumer Views: What use are Results of Hospital Patient Satisfaction Surveys? International Journal for Quality in Healthcare. 2001; 13(6): 463-68.
  • Easy F, Naseri G. A Study on the Effect of the Components of Physical Environment on Patient Satisfaction in Drug Rehabilitation Centers, Indian Journal of Science and Technology. 2015; 8(28):1-8.
  • Yu-Chuan Y. The Picker Institute Implementation Manual, Boston, MA: Picker Institute, 1999; 14(5):353-58.

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution 3.0 License.