International Journal for Quality in Health Care 15:345-355 (2003)
© 2003 International Society for Quality in Health Care
Paper |
Patient satisfaction with and recommendation of a hospital: effects of interpersonal and technical aspects of hospital care
1 Institute of Health Policy & Management and Center for Health Policy Research, National Taiwan University, College of Public Health, Taipei, Taiwan, 15th Floor, No. 1, Section 1, Jen-Ai Road, Taipei, Taiwan, 100
2 Institute of Health Care Organization Management and Center for Health Policy Research, National Taiwan University, College of Public Health, Taipei, Taiwan, Room 1518, No. 1, Section 1, Jen-Ai Road, Taipei, Taiwan, 100
Objectives. To examine patient satisfaction with and recommendation of a hospital, with a special focus on the correlation of these measures to patient ratings of interpersonal and technical performance of the hospital.
Design. Telephone survey of patients with four specific conditions after their discharge from hospitals.
Setting. Accredited district teaching hospitals and above, nationwide in Taiwan.
Participants. A total of 4945 patients from 126 hospitals diagnosed with or undergoing procedures related to stroke, diabetes mellitus, Caesarean section, or appendectomy were interviewed by telephone.
Main outcome measures. Overall patient satisfaction and recommendation were measured by single-item questions. Interpersonal skills were measured by three items: doctors' explanation, attitude, and caring. Technical skills were measured by another three items: hospital equipment, clinical competence, and outcome of treatment.
Results. Interpersonal skills were as influential or more influential than clinical competence on patient satisfaction for three of the four disease categories. In contrast, technical competence was a more influential predictor for recommendation for patients in all four disease categories.
Conclusion. The preliminary results imply that a hospital with high percentage of patient satisfaction does not necessarily receive a high level of recommendation. This finding provides new insights for researchers and for hospital managers who devote resources exclusively for achieving the highest possible levels of patient satisfaction.
Keywords: patient judgment of hospital quality, patient ratings, patient satisfaction, quality of care, recommendation, Taiwan
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