Use of patient and hospital variables in interpreting patient satisfaction data for performance improvement purposes

American Journal of Orthopsychiatry

Volumn 74, Issue 3, 2004, Pages 376-382

  Lessing, Elise E ^a,c   Beech, Robert P ^a,b  

^a Chicago Read Mental Health Center   (United States)

^b Lafayette County Dept of Hum Serv   (United States)

^c Lafayette County Dept of Hum Serv ^*  (United States)

Author keywords

[No Author keywords available]

Indexed keywords

ARTICLE; DATA ANALYSIS; HEALTH CARE QUALITY; HEALTH PROGRAM; HOSPITAL DISCHARGE; HOSPITAL PATIENT; MENTAL HEALTH SERVICE; MENTAL HOSPITAL; PATIENT CARE; PATIENT SATISFACTION; PATIENT SELECTION; REGRESSION ANALYSIS; SOCIAL PSYCHOLOGY;

ADULT; AGED; DEMOGRAPHY; FEMALE; HOSPITALIZATION; HOSPITALS, PSYCHIATRIC; HOSPITALS, STATE; HUMANS; MALE; MENTAL DISORDERS; MENTAL HEALTH SERVICES; MIDDLE AGED; PATIENT SATISFACTION; QUESTIONNAIRES; REGRESSION ANALYSIS;

EID: 3342893035     PISSN: 00029432     EISSN: None     Source Type: Journal    
DOI: 10.1037/0002-9432.74.3.376     Document Type: Article

References (26)

1. American Psychiatric Association. (1994). Diagnostic and statistical manual of mental disorders (4th ed.). Washington, DC: Author.
2. Appelbaum, P. S. (1999). Seclusion and restraint: Congress reacts to reports of abuse. Psychiatric Services, 50, 881-882, 885.
3. Blumenthal, D. (1996, September 19). Quality of care: Part 1, What is it? New England Journal of Medicine, 335, 891-894.
4. Chicago Read Mental Health Center (n.d.). Patient and family handbook. Chicago: Author.
5. Cleary, P. D., & McNeil, B. (1988). Patient satisfaction as an indicator of quality care. Inquiry, 25, 25-36.
6. Crawford, M. J., & Kessel, A. S. (1999). Not listening to patients-the use and misuse of patient satisfaction surveys. International Journal of Social Psychiatry, 45, 1-6.
7. Crenshaw, W. B., Crain, K. A., & Francis, P. S. (1997). An updated national survey on seclusion and restraint. Psychiatric Services, 48, 395-397.
8. Donabedian, A. (1988). The quality of care-how can it be assessed? Journal of the American Medical Association, 260, 1743-1748.
9. Druss, B. G., Rosenheck, R. A., & Stolar, M. (1999). Patient satisfaction and administrative measures as indicators of the quality of medical care. Psychiatric Services, 50, 1053-1058.
10. Hermann, R. C., Etmer, S. L., & Dorwart, R. A. (1998). The influence of psychiatric disorders on patients' ratings of satisfaction with health care. Medical Care, 36, 720-727.
11. Hoff, R. A., Rosenheck, R. A., Meterko, M., & Wilson, N. J. (1999). Mental illness as a predictor of satisfaction with inpatient care at Veterans Affairs hospitals. Psychiatric Services, 50, 680-685.
12. Holcomb, W. R., Adams, N. A., Ponder, H. M., & Reitz, R. (1989). The development and construction of a consumer satisfaction questionnaire for psychiatric inpatients. Evaluation and Program Planning, 12, 189-194.
13. Holcomb, W. R., Parker, J. C., Leong, G. B., Thiele, J., & Higdon, J. (1998). Customer satisfaction and self-reported treatment outcomes among psychiatric inpatients. Psychiatric Services, 49, 929-934.
14. Larsen, D. L., Attkisson, C. C., Hargreaves, W. A., & Nguyen, T. (1979). Assessment of client/patient satisfaction: Development of a general scale. Evaluation and Program Planning, 2, 197-207.
15. Lebow, J. (1982). Consumer satisfaction with mental health treatment. Psychological Bulletin, 91, 244-259.
16. Lebow, J. (1983). Client satisfaction with mental health treatment: Methodological considerations in assessment. Evaluation Review, 7, 729-752.
17. Lehman, A. F., & Zastowny, T. R. (1983). Patient satisfaction with mental health services. Evaluation and Program Planning, 6, 265-274.
18. Levois, M., Nguyen, T., & Attkisson, C. (1981). Artifact in client satisfaction assessment: Experience in community mental health settings. Evaluation and Program Planning, 6, 139-150.
19. Liberman, R. P., Wallace, C. J., & Blackwell, G. (1993). Innovations in skills training for the seriously mentally ill: The UCLA Social and Independent Living Skills Module. Innovations and Research, 2, 43-59.
20. MacDonald, L., Sibbald, B., & Hoare, C. (1988). Measuring patient satisfaction with life in a long-stay psychiatric hospital. International Journal of Social Psychiatry, 34, 292-304.
21. Norusis, M. J. (1995). SPSS 6.1 guide to data analysis. Englewood Cliffs, NJ: Prentice Hall.
22. Psychology Consultants. (1996). Patient Satisfaction Survey system manual for PSAT software (Windows versions) [Computer software manual]. Columbia, MO: Author.
23. Rosenheck, R., Wilson, N. J., & Meterko, M. (1997) Influence of patient and hospital factors on consumer satisfaction with inpatient mental health treatment. Psychiatric Services, 48, 1553-1561.
24. Ruggeri, M. (1994). Patients' and relatives satisfaction with psychiatric services: The state of the art of its measurement. Social Psychiatry and Psychiatric Epidemiology, 29, 212-227.
25. SPSS, Inc. (1994). Statistical analysis using SPSS. Chicago: Author.
26. Texas Department of Mental Health and Mental Retardation, Quality Services Oversight/Management Data Services. (1997, October). PSAT Texas norms for adults and adolescents discharged from state mental health facilities. Austin, TX: Author.