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Exploring patient satisfaction predictors in relation to a theoretical model
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- Abrahamsen Grøndahl, Vigdis, 1964- (author)
- Karlstads universitet,Avdelningen för omvårdnad
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- Hall-Lord, Marie-Louise, 1951- (author)
- Karlstads universitet,Avdelningen för omvårdnad
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- Karlsson, Ingela, 1961- (author)
- Karlstads universitet,Avdelningen för omvårdnad
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- (creator_code:org_t)
- Emerald Group Publishing Limited, 2013
- 2013
- English.
- In: International Journal of Health Care Quality Assurance. - : Emerald Group Publishing Limited. - 0952-6862 .- 1758-6542. ; 26:1, s. 37-54
- Journal article (peer-reviewed)
Abstract
Subject headings
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- The aim is to describe patients' care quality perceptions and satisfaction and to explore potential patient satisfaction predictors as person‐related conditions, external objective care conditions and patients' perception of actual care received (“PR”) in relation to a theoretical model.Design/methodology/approachA cross‐sectional design was used. Data were collected using one questionnaire combining questions from four instruments: Quality from patients' perspective; Sense of coherence; Big five personality trait; and Emotional stress reaction questionnaire (ESRQ), together with questions from previous research. In total, 528 patients (83.7 per cent response rate) from eight medical, three surgical and one medical/surgical ward in five Norwegian hospitals participated. Answers from 373 respondents with complete ESRQ questionnaires were analysed. Sequential multiple regression analysis with ESRQ as dependent variable was run in three steps: person‐related conditions, external objective care conditions, and PR (p < 0.05).FindingsStep 1 (person‐related conditions) explained 51.7 per cent of the ESRQ variance. Step 2 (external objective care conditions) explained an additional 2.4 per cent. Step 3 (PR) gave no significant additional explanation (0.05 per cent). Steps 1 and 2 contributed statistical significance to the model. Patients rated both quality‐of‐care and satisfaction highly.Originality/valueThe paper shows that the theoretical model using an emotion‐oriented approach to assess patient satisfaction can explain 54 per cent of patient satisfaction in a statistically significant manner.
Subject headings
- MEDICIN OCH HÄLSOVETENSKAP -- Hälsovetenskap -- Omvårdnad (hsv//swe)
- MEDICAL AND HEALTH SCIENCES -- Health Sciences -- Nursing (hsv//eng)
Keyword
- Patient satisfaction
- Healthcare quality
- Public health service
- Norway
- Service delivery
- Nursing Science
- Omvårdnad
Publication and Content Type
- ref (subject category)
- art (subject category)
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