Patient satisfaction survey as a tool towards quality improvement.

Over the past 20 years, patient satisfaction surveys have gained increasing attention as meaningful and essential sources of information for identifying gaps and developing an effective action plan for quality improvement in healthcare organizations. However, there are very few published studies reporting of the improvements resulting from feedback information of patient satisfaction surveys, and in most cases, these studies are contradictory in their findings. This article investigates in-depth a number of research studies that critically discuss the relationship of dependent and independent influential attributes towards overall patient satisfaction in addition to its impact on the quality improvement process of healthcare organizations.

[1]  G. Rogers,et al.  Reporting comparative results from hospital patient surveys. , 1999, International journal for quality in health care : journal of the International Society for Quality in Health Care.

[2]  K. Otani,et al.  Improving patient satisfaction in hospital care settings , 2011, Health services management research.

[3]  K Kroenke,et al.  Predictors of patient satisfaction. , 2001, Social science & medicine.

[4]  David O Meltzer,et al.  Does doctor-patient communication affect patient satisfaction with hospital care? Results of an analysis with a novel instrumental variable. , 2008, Health services research.

[5]  R. Al-Abri.  Managing change in healthcare. , 2007, Oman medical journal.

[6]  G. Dupuis,et al.  Measurement of patient satisfaction. , 1999, Anesthesia and analgesia.

[7]  Matthew D. McHugh,et al.  Nursing: a key to patient satisfaction. , 2009, Health affairs.

[8]  Michael Duffy,et al.  The applicability of SERVQUAL in cross‐national measurements of health‐care quality , 2004 .

[9]  Hilde Hestad Iversen,et al.  Overall patient satisfaction with hospitals: effects of patient-reported experiences and fulfilment of expectations , 2011, BMJ quality & safety.

[10]  G. Rogers,et al.  Methodology matters. Reporting comparative results from hospital patient surveys , 1999 .

[11]  L. Boyer,et al.  Perception and use of the results of patient satisfaction surveys by care providers in a French teaching hospital. , 2006, International journal for quality in health care : journal of the International Society for Quality in Health Care.

[12]  Yogesh P Pai,et al.  Factors affecting In-patient satisfaction in hospital - a case study. , 2011 .

[13]  Shou-Hsia Cheng,et al.  Patient satisfaction with and recommendation of a hospital: effects of interpersonal and technical aspects of hospital care. , 2003, International journal for quality in health care : journal of the International Society for Quality in Health Care.

[14]  H. Haghani,et al.  Nurse Caring in Iran and Its Relationship with Patient Satisfaction , 2008 .

[15]  Sunhee Lee,et al.  The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of service , 2005 .

[16]  Paul P. Lee,et al.  Patient Satisfaction Instruments Used at Academic Medical Centers: Results of a Survey , 2003, American journal of medical quality : the official journal of the American College of Medical Quality.

[17]  J. Rohul,et al.  Measuring patient satisfaction: a cross sectional study to improve quality of care at a tertiary care hospital. , 2012 .

[18]  M. Petrillo,et al.  Using public reports of patient satisfaction for hospital quality improvement. , 2006, Health services research.

[19]  H. Buchan,et al.  Seeking consumer views: what use are results of hospital patient satisfaction surveys? , 2001, International journal for quality in health care : journal of the International Society for Quality in Health Care.

[20]  S. Boslaugh,et al.  Patient Satisfaction: Focusing on “Excellent” , 2009, Journal of healthcare management / American College of Healthcare Executives.

[21]  Antonio Escobar,et al.  Predictors of patient satisfaction with hospital health care , 2006, BMC Health Services Research.

[22]  Angela Coulter,et al.  The Picker Patient Experience Questionnaire: development and validation using data from in-patient surveys in five countries. , 2002, International journal for quality in health care : journal of the International Society for Quality in Health Care.

[23]  T Chandola,et al.  Patients’ experiences and satisfaction with health care: results of a questionnaire study of specific aspects of care , 2002, Quality & safety in health care.

[24]  M. Johnston,et al.  The Effects of Physician Empathy on Patient Satisfaction and Compliance , 2004, Evaluation & the health professions.

[25]  L. Urden.  Patient satisfaction measurement: current issues and implications. , 2002, Lippincott's case management : managing the process of patient care.

[26]  Susan Meyer Goldstein,et al.  The Role of Clinical and Process Quality in Achieving Patient Satisfaction in Hospitals , 2004, Decis. Sci..

[27]  E. Yellen,et al.  The Measurement of Patient Satisfaction , 2002, Journal of nursing care quality.

[28]  F. Guillemin,et al.  Factors determining inpatient satisfaction with care. , 2002, Social science & medicine.

[29]  J. Kugler,et al.  Determinants of patient satisfaction: a study among 39 hospitals in an in-patient setting in Germany. , 2011, International journal for quality in health care : journal of the International Society for Quality in Health Care.