Semi-customizing patient surveys: Linking results and organizational conditions

International Journal for Quality in Health Care

Volumn 23, Issue 3, 2011, Pages 284-291

  Riiskjær, Erik ^a   Ammentorp, Jette ^b   Nielsen, Jørn Flohr ^a   Kofoed, Poul Erik ^b  

^a AARHUS SCHOOL OF BUSINESS   (Denmark)

^b UNIVERSITY OF SOUTHERN DENMARK   (Denmark)

Author keywords

Evaluation; Organizational conditions; Patient satisfaction; Perceived usefulness

Indexed keywords

ARTICLE; CORRELATION ANALYSIS; DAY SURGERY PATIENT; EVALUATION; EXPERIENCE; HOSPITAL PATIENT; HUMAN; INFORMATION SYSTEM; JOB SATISFACTION; MAJOR CLINICAL STUDY; MEDICAL DAY CARE PATIENT; MULTICENTER STUDY; NURSE; ORGANIZATIONAL STRUCTURE; OUTPATIENT; PATIENT; PATIENT SATISFACTION; PERCEPTION; PRIORITY JOURNAL; PROFESSIONALISM; QUESTIONNAIRE; SEMI CUSTOMIZED PATIENT SURVEY; WARD; WORKLOAD;

ABSENTEEISM; AGED; DENMARK; FEMALE; HEALTH CARE SURVEYS; HOSPITAL UNITS; HOSPITALS, PUBLIC; HUMANS; JOB SATISFACTION; MALE; MANAGEMENT INFORMATION SYSTEMS; PATIENT SATISFACTION; WORKLOAD;

EID: 79956038905     PISSN: 13534505     EISSN: 14643677     Source Type: Journal    
DOI: 10.1093/intqhc/mzr001     Document Type: Article

References (29)

1. Avis M, Bond M, Arthur A. Satisfying solutions: a review of some unresolved issues in the measurement of patient satisfaction. J Adv Nurs 1995;22:316-22.
2. Williams B, Coyle J, Healy D. The meaning of patient satisfaction: an explanation of high reported levels. Soc Sci Med 1998;47:1351-9.
3. Davies E, Cleary PD. Hearing the patient's voice? Factors affecting the use of patient survey data in quality improvement. Qual Saf Health Care 2005;14:428-32.
4. Draper M, Cohen P, Buchan H. Seeking consumer views: what use are results of hospital patient satisfaction surveys? Int J Qual Health Care 2001;3:463-8.
5. Unit of Patient Evaluation. Patients' experiences in Danish Hospitals 2006. Questionnaire among 26,045 hospitalised patients. Copenhagen, Denmark: Unit of Patient Evaluation, 2007.
6. Giordano LA, Elliot MN, Goldstein E et al. Development, implementation, and public reporting of the HCAHPS survey. Med Care Res Rev 2010;67:27-37.
7. Mead N, Bower P. Patient-centredness: a conceptual framework and review of the empirical literature. Soc Sci Med 2000;51:1087-110.
8. Veenstra M, Hofoss D. Patient experiences with information in a hospital setting: a multilevel approach. Med Care 2003;41:490-9.
9. Hekkert KD, Cihangir S, Kleefstra SM et al. Patient satisfaction revisited: a multilevel approach. Soc Sci Med 2009;69: 68-75.
10. Nelson EC, Batalden P, Huber TP et al. Microsystems in health care: Part 1. Learning from high-performing front-line clinical units. Jt Comm J Qual Improv 2002;28:472-93.
11. Cummings TG, Worley CG. Organization Development and Change, 7th edn. Ohio: South-Western, 2005.
12. Bradley EH, Holmboe ES, Mattera JA et al. Data feedback efforts in quality improvement: lessons learned from US hospitals. Qual Saf Health Care 2004;13:26-31.
13. Ginsburg LS. Factors that influence line managers' perceptions of hospital performance. Health Serv Res 2003;38:261-86.
14. Riiskjær E, Ammentorp J, Nielsen JF et al. Patient surveys: a key to organizational change? Patient Educ Couns 2010;78:394-401.
15. Iapichino G, Gattioni L, Radrizzani D et al. Volume of activity and occupancy rate in intensive care units. Association with mortality. Int Care Med 2004;30:290-7.
16. Sengin KK. The Relationship Between Job Satisfaction of Registered Nurses and Patient Satisfaction with Nursing Care in Acute Care Hospitals: A Dissertation in Nursing. Philadelphia: University of Pennsylvania, 2001.
17. Vahey DC, Aiken LH, Sloane D et al. Nurse burnout and patient satisfaction. Med Care 2004;42:57-66.
18. Krogstad U, Hofoss D, Veenstra M et al. Predictors of job satisfaction among doctors, nurses and auxiliaries in Norwegian hospitals: relevance for micro unit culture. Hum Resour Health 2006;4:3.
19. Mainz J. Problemidentifikation og kvalitetsvurdering i sundhedsvæsenet [Problem Identification and Quality Evaluation]. Viborg, Denmark: Munksgaard, 1995.
20. McKillip J, Moirs K, Cervenka C. Asking open-ended consumer questions to aid program planning. Eval Program Plann 1992;15:1-6.
21. Munch-Hansen T, Wieclaw J, Agerbo E et al. Global measure of satisfaction with psychosocial work conditions versus measures of specific aspects of psychosocial work conditions in explaining sickness absence. BMC Public Health 2008;8:270.
22. Snijders T, Bosker R. Multilevel Analysis: An Introduction to Basic and Advanced Multilevel Modeling. London: Sage Publications, 2004.
23. Perneger TV. Adjustment for patient characteristics in satisfaction surveys. Int J Qual Health Care 2004;16:433-5.
24. Kangas S, Kee C, McKee-Waddle R. Organizational factors, nurses' job satisfaction, and patient satisfaction with nursing care. J Nurs Adm 1999;29:32-42.
25. Weissman JS, Rothschild JM, Bendavid E et al. Hospital workload and adverse events. Med Care 2007;45:448-55.
26. Ammentorp J, Rasmussen AM, Nørgaard B et al. Electronic questionnaires for measuring parent satisfaction as a basis for quality improvement. Int J Qual Health Care 2007;19:120-4.
27. O'Malley AJ, Zaslavsky A, Elliot MN et al. Case-mix adjustment of the CAHPS Hospital Survey. Health Serv Res 2005;40:2162-81.
28. Press I. Patient Satisfaction: Defining, Measuring, and Improving the Experience of Care. Chicago: Health Administration Press, 2002.
29. Scott RW. Competing logics in healthcare: professional, state, and managerial. In: Dobbin F (ed). The Sociology of the Economy. New York: Russell Sage Foundation, 2004, 267-87.