메뉴 건너뛰기




Volumn 23, Issue 3, 2007, Pages 31-57

Becoming a leader in patient satisfaction: Changing the culture of care in an Academic community Hospital

Author keywords

Case study; Cost effectiveness; Customer service; Health care evaluation mechanisms; Health care quality; Investment; Patient loyalty; Patient satisfaction; Program evaluation

Indexed keywords

ARTICLE; COMMUNITY HOSPITAL; DOCTOR PATIENT RELATION; EPIDEMIOLOGY; HEALTH CARE QUALITY; HUMAN; LEADERSHIP; NONBIOLOGICAL MODEL; ORGANIZATION; ORGANIZATION AND MANAGEMENT; PATIENT SATISFACTION; STANDARD; UNITED STATES; UNIVERSITY HOSPITAL;

EID: 33748942372     PISSN: 07359683     EISSN: 15450864     Source Type: Journal    
DOI: 10.1080/07359680802086125     Document Type: Article
Times cited : (18)

References (38)
  • 1
    • 70449565950 scopus 로고    scopus 로고
    • January. Web-chat transcript. Retrieved February 16, 2003, from
    • AHRQ. (2003, January). Hospital-CAHPS. Web-chat transcript. Retrieved February 16, 2003, from www.ahrq.gov/qual/cahps/hcahpstrans.htm
    • (2003) Hospital-CAHPS
  • 5
    • 0033581379 scopus 로고    scopus 로고
    • The increasing importance of patient surveys
    • Cleary, P.D. (1999). The Increasing Importance of Patient Surveys. British Medical Journal, 319(7212), 720-721.
    • (1999) British Medical Journal , vol.319 , Issue.7212 , pp. 720-721
    • Cleary, P.D.1
  • 7
    • 0142217976 scopus 로고    scopus 로고
    • The continuum of patient satisfaction-from satisfied to very satisfied
    • Short Report
    • Collins, K., and O'Cathain, A. (2003). The Continuum of Patient Satisfaction-From Satisfied to Very Satisfied. (Short Report) Social Science & Medicine. 57(12), 2465-2470.
    • (2003) Social Science & Medicine , vol.57 , Issue.12 , pp. 2465-2470
    • Collins, K.1    O'Cathain, A.2
  • 8
    • 0034185372 scopus 로고    scopus 로고
    • An exploration of the epistemological intricacies of using qualitative data to develop a quantitative measure of user views of health care
    • Coyle, J. and Williams, B. (2000). An Exploration of the Epistemological Intricacies of Using Qualitative Data to Develop a Quantitative Measure of User Views of Health Care. Journal of Advanced Nursing, 31(5), 1235-1243.
    • (2000) Journal of Advanced Nursing , vol.31 , Issue.5 , pp. 1235-1243
    • Coyle, J.1    Williams, B.2
  • 9
    • 0002381637 scopus 로고
    • Measuring service quality: A re-examination and extension
    • Cronin, J.J. Jr and Taylor, S.A. (1992). Measuring Service Quality: A Re-examination and Extension. Journal of Marketing 56, 55-68.
    • (1992) Journal of Marketing , vol.56 , pp. 55-68
    • Cronin Jr., J.J.1    Taylor, S.A.2
  • 11
    • 0003491739 scopus 로고    scopus 로고
    • Philadelphia PA: American College of Physicians
    • Davidoff, F. (1996) Who has seen a blood sugar? Philadelphia, PA: American College of Physicians.
    • (1996) Who Has Seen A Blood Sugar?
    • Davidoff, F.1
  • 12
    • 0003297825 scopus 로고
    • Explorations in Quality Assessment and Monitoring
    • Ann Arbor, Michigan: Health Administration Press
    • Donabedian, A. (1980). Explorations in Quality Assessment and Monitoring. Volume 1: The Definition of Quality and Approaches to Its Assessment. Ann Arbor, Michigan: Health Administration Press.
    • (1980) The Definition of Quality and Approaches to Its Assessment , vol.1
    • Donabedian, A.1
  • 14
    • 0035056506 scopus 로고    scopus 로고
    • Quality improvement in primary care and the importance of patient perceptions
    • Drain, M. (2001). Quality improvement in primary care and the importance of patient perceptions. Journal of Ambulatory Care Management, 24(2), 30-46.
    • (2001) Journal of Ambulatory Care Management , vol.24 , Issue.2 , pp. 30-46
    • Drain, M.1
  • 16
    • 0345696012 scopus 로고
    • Culture, Leadership and Service in the Patient- Centered Hospital
    • S. Edgeman-Levitan, M. Geretis, J. Daley, T.L. Delbanco (eds.) San Francisco: Jossey-Bass Publishers
    • Gerteis, M., and Roberts, M.J. (1993). Culture, Leadership and Service in the Patient- Centered Hospital. In: S. Edgeman-Levitan, M. Geretis, J. Daley, T.L. Delbanco (eds.), Through the Patients Eyes. (pp. 227-259). San Francisco: Jossey-Bass Publishers.
    • (1993) Through the Patients Eyes , pp. 227-259
    • Gerteis, M.1    Roberts, M.J.2
  • 18
    • 0036903296 scopus 로고    scopus 로고
    • Patients' experiences and satisfaction with health care: Results of a questionnaire study of specific aspects of care
    • Jenkinson, C., Coulter, A., Bruster, S., Richards, N., and Chandola, T. (2002). Patients' Experiences and Satisfaction with Health Care: Results of a Questionnaire Study of Specific Aspects of Care. Quality and Safety in Health Care, 11(5), 335-339.
    • (2002) Quality and Safety in Health Care , vol.11 , Issue.5 , pp. 335-339
    • Jenkinson, C.1    Coulter, A.2    Bruster, S.3    Richards, N.4    Chandola, T.5
  • 19
    • 0344210885 scopus 로고    scopus 로고
    • Patient-derived information: Satisfaction with care in acute and post-acute care environments
    • N. Goldfield M. Pine & J. Pine (Eds.) 2nd ed 4, 69-89. New York: Aspen
    • Kaldenberg, D.O., Mylod, D.E., and Drain, M. (2002). Patient-derived information: Satisfaction with care in acute and post-acute care environments. In N. Goldfield, M. Pine & J. Pine (Eds.), Measuring and managing health case quality: Procedures, techniques, and protocols (2nd ed. 4, 69-89). New York: Aspen.
    • (2002) Measuring and Managing Health Case Quality: Procedures, Techniques, and Protocols
    • Kaldenberg, D.O.1    Mylod, D.E.2    Drain, M.3
  • 21
    • 70449559607 scopus 로고    scopus 로고
    • Source: Press Ganey, Associates, Inc
    • Materials used with permission. (2002). Source: Press Ganey, Associates, Inc.
    • (2002) Materials Used with Permission
  • 24
    • 33644552733 scopus 로고    scopus 로고
    • QSR International Pty. Ltd Doncaster, Victoria, Australia
    • QSR International Pty. Ltd (2002) QSR NVivo 2.0 Software, Doncaster, Victoria, Australia.
    • (2002) QSR NVivo 2.0 Software
  • 26
    • 3242660262 scopus 로고
    • Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research
    • Parasuraman, A., Zeithaml, V.A., and Berry, L. (1994). Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research. Journal of Marketing, 58, 111-124.
    • (1994) Journal of Marketing , vol.58 , pp. 111-124
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.3
  • 29
    • 70449563471 scopus 로고    scopus 로고
    • Press Ganey Associates, South Bend, IN: Press Ganey Associates
    • Press Ganey Associates (2000). Press Ganey Satisfaction Measurement, South Bend, IN: Press Ganey Associates.
    • (2000) Press Ganey Satisfaction Measurement
  • 30
    • 70449579656 scopus 로고    scopus 로고
    • Retrieved May 7 2004, from
    • Press Ganey Associates. (2004). External publications and presentations. Retrieved May 7, 2004, from www.pressganey.com/products-services/readings- findings/external-publication.php
    • (2004) External Publications and Presentations
  • 31
    • 0030781784 scopus 로고    scopus 로고
    • Patient satisfaction: A review of issues and concepts
    • Sitzia, J. and Wood, N. (1997). Patient Satisfaction: a Review of Issues and Concepts. Social Science & Medicine, 45(12), 1829-1843.
    • (1997) Social Science & Medicine , vol.45 , Issue.12 , pp. 1829-1843
    • Sitzia, J.1    Wood, N.2
  • 32
    • 0034207582 scopus 로고    scopus 로고
    • Through the eye of the beholder: Multiple perspectives on quality in women's health care
    • Stichler, J.F., and Weiss, M.E. (2000). Through the Eye of the Beholder: Multiple Perspectives on Quality in Women's Health Care. Quality Management in Health Care, 8(4), 1-12.
    • (2000) Quality Management in Health Care , vol.8 , Issue.4 , pp. 1-12
    • Stichler, J.F.1    Weiss, M.E.2
  • 34
    • 0028302849 scopus 로고
    • Distinguishing service quality from patient satisfaction in developing health care marketing strategies
    • Taylor, S.A. (1994). Distinguishing Service Quality From Patient Satisfaction in Developing Health Care Marketing Strategies. Hospital and Health services Administration, 39(2), 221.
    • (1994) Hospital and Health Services Administration , vol.39 , Issue.2 , pp. 221
    • Taylor, S.A.1
  • 36
    • 0028085257 scopus 로고
    • Patient satisfaction: A valid concept?
    • Williams, B. (1994). Patient Satisfaction: a Valid Concept? Social Science & Medicine, 38(4), 509-516.
    • (1994) Social Science & Medicine , vol.38 , Issue.4 , pp. 509-516
    • Williams, B.1
  • 37
    • 0031668134 scopus 로고    scopus 로고
    • The meaning of patient satisfaction: An explanation of high reported levels
    • Williams, B., Coyle J., and Healy, D. (1998). The Meaning of Patient Satisfaction: an Explanation of High Reported Levels. Social Science & Medicine, 47(9), 1351-1359.
    • (1998) Social Science & Medicine , vol.47 , Issue.9 , pp. 1351-1359
    • Williams, B.1    Coyle, J.2    Healy, D.3
  • 38


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.