Measurement and Implementation of Patient Satisfaction in the Healthcare Industry: Part 2
Keywords:
Healthcare, Measurement, Satisfaction, Patient, EvaluationAbstract
Increasingly knowledgeable consumers, with rising demands to have information available for them to make appropriate health care decisions, have driven healthcare managers and administrators to focus on an improvement of the service quality to increase patient’s satisfaction. As efforts, many of them are trying to adapt well-established, successful business models like total quality management (TQM), and quality function deployment (QFD) and also trying to learn in what aspects of the health care service provision generate or inhibit patient satisfaction. The primary objective was to discuss issues when employing the models to health care industries.
Downloads
References
Andaleeb S. S., 1998, Determinants of customer satisfaction with hospitals: a managerial model, International Journal of Health care Quality, vol. 11, 6: 181-187.
Anderson E., 1995, Measuring service quality at a university health clinic, International Journal of Health Care Quality Assurance, vol. 8, 2: 290-299.
Beatty, P., Richmond, G., Tepper, S. and DeJong, G., 1998, Personal assistance for people with physical disabilities: consumer direction and satisfaction with services, Archives of Physical Medicine and Rehabilitation, vol. 79. 6:674-7.
Boscarino J., 1992, The bublic’s perceptions of quality hospitals II, Hospital and Health Services Administration, vol. 37, 1:13-35.
Bowers, R., Wand, E., and Koehler, R., 1994, What attributes determine quality and satisfaction with health care delivery, Health Care Management Review, vol. 19, 4:49-55.
Braunsberger K. and Gates R., 2002, Patient/enrollee satisfaction with healthcare and healthplan, Journal of Consumer Marketing, vol. 19, 7: 575-590.
with a junp of 6.9 percent to $ 1.3 trillion, Wall Street Journal, 8 January, p. A4.
Cohen, 1996, Age and health status in a patient satisfaction survey, Social Science and Medicine, vol. 42, 7:1085-1093
Dansky and Miles, 1997, Patient satisfaction with ambulatory healthcare service: waiting time and filling time, Hospital and Health Services Administration, vol. 42, 2:165-177.
Davis and Luthans, 1990, The healthcare cost crisis: causes and containment, Personnel, vol. 67, 2:40-44.
Davis M., and Heineke J., 1998, How disconfirmation, perception and actual waiting times impact customer satisfaction, International Journal of Service Industry Management, vol. 9, 1:64-73
Desarbo, W., Huff, L., Rolandelli, M., and Jungwhan, C., 1994, On the measurement of perceived service quality: a conjoint analysis approach, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New directions in theory and practice, Sage Publications, Thousand Oaks, CA, pp. 201-22.
Donabedian, A., 1988, Quality assessment and assurance: unity of purpose, diversity of means, Inquiry, vol. 25, 173-192
Hall, J., Epstein, A., DeCioantis, M., and McNeil, B., 1993, Physicians’ liking for their patients: more evidence for the role of affect in medical care, Health Psychology, vol. 12, 2:140-146.
Hall, J., Milburn, M., Roter, D., and Daltroy, L., 1998, Why are sicker patients less satisfied with their medical care? Tests of two explanatory modes, Health Psychology, vol. 17, 1:70-75.
Hall, J., and Dorman, M., 1990, Patient sociodemograohic characteristics as predictors of satisfaction with medical care: a meta-analysis, Social Science and Medicine, vol. 30, 7:811-818.
Holcomb, W., Parker, J., Leong, G., Thiele, J., and Higdon, J., 1998, Customer satisfaction and self-reported treatment outcomes among psychiatric inpatients, Psychiatric Service, vol. 49, 7: 924-934.
Inger Holmström and Urban Rosenqvist, 2001, A change of the physicians ' understanding of the encounter parallels competence development, Patient Education and Counseling, Volume 42, Issue 3, Pages 271-278.
James C., 2000, Patient perception of service quality: combining the dimensions, Journal of Services Marketing, Vol 14, 337-352.
Lim P. C., and Tang N., 2000, A study of patients’ expectations and satisfaction in Singapore hospitals, International Journal of Health Care Quality Assurance, vol. 13, 7: 290-299.
Marquis, M., Davies, R., and Ware, E.,1983, Patient satisfaction and change in medical care provider: a longitudinal study, Medical Care, vol. 21, 8:821-829.
Parasuraman, A., Zeithaml, V., and Berry, L., 1994, Reassessment of expectations as a comparison standard on measuring service quality, Journal of Marketing, vol. 58, 1:111-124.
Rubin, H.R., Ware Jr., J.E., Nelson, E.C. and Meterko, M., 1990. The patient judgments of hospital quality (PJHQ) questionnaire. Medical Care 28 9, pp. S17–S22.
Russell, T. G., G. A. Jull, and R. Wootton. 2003, Can the Internet be used as a medium to evaluate knee angle, Manual Therapy, 8, 242-46.
Taylor S., 1997, Assessing regression-based importance weights for quality perceptions and satisfaction judgments in the presence of higher order and interaction effects. Journal of Retailing,V.73, Spring, 135-139.
Ware, 1995, What information do consumers want and how will they use it?, Medical Care, vol. 33, 1:1525-1530.
Watkins MA, Riddle DL, Lamb RL, Personius WJ, 1991 Reliability of goniometric measurements and visual estimates of knee range of motion obtained in a clinical setting. Physical Therapy 71(2): 90–97
Wilson, P. and McNamara, Jr., 1982, How perceptions of simulated physician-patient interaction influence intended satisfaction and compliance. Soc. Sci. Med., vol.16, 1699.
Winter, CW, Goodgold, K., ellige, M., and Larkins, R.F., 1998, Evaluation of telephone nursing management of congestive heart failure, Annual proceedings of the healthcare information and management systems society’s conference and exhibition, 22-26 Februrary, Orlando FL.
Woodside, A., Sertich, C., and Chakalas, J., 1987, Hospital choice: patient attributions of the decision and satisfaction with the services, Journal of Health Care Marketing, vol. 7, 1:61-69.
Yu-Chu Shen, 2003, The effect of financial pressure on the quality of care in hospitals. Journal of Health Economics, Volume 22, Issue 2, 243-269.
Zabada C., Singh S., and Munchus G., 2001, The role of information technology in enhancing patient satisfaction, British Journal of Clinical Governance, vol. 6, 1: 9-16.
Zhu, S. and Anderson, N., 1991, Self-estimation of weight parameters in multiattribute analysis, Organizational Behavior and Human Decision Processes, V. 18, 73-83.
