Patient Satisfaction and Organizational Impact: A Hierarchical Linear Modeling Approach

Health Marketing Quarterly

Volumn 29, Issue 3, 2012, Pages 256-269

  Otani, Koichiro ^a   Kim, B Joon ^a   Waterman, Brian ^b   Boslaugh, Sarah ^c   Dean Klinkenberg, W ^d   Dunagan, W Claiborne ^e  

^a INDIANA UNIVERSITY PURDUE UNIVERSITY FORT WAYNE   (United States)

^b Thomson Reuters Healthcare   (United States)

^c WASHINGTON UNIVERSITY SCHOOL OF MEDICINE   (United States)

^d Klinkenberg Evaluation Services   (United States)

^e BJC HEALTHCARE   (United States)

Author keywords

hierarchical linear modeling; hospital care; patient satisfaction; statistical methods; surveys

Indexed keywords

ARTICLE; FEMALE; HEALTH SERVICES RESEARCH; HOSPITAL PATIENT; HUMAN; MALE; MEDICAL SOCIETY; METHODOLOGY; MIDDLE AGED; MULTIHOSPITAL SYSTEM; MULTILEVEL ANALYSIS; PATIENT SATISFACTION; PSYCHOLOGICAL ASPECT; QUESTIONNAIRE; STANDARD; UNITED STATES;

AMERICAN HOSPITAL ASSOCIATION; FEMALE; HEALTH SERVICES RESEARCH; HUMANS; ILLINOIS; INPATIENTS; MALE; MIDDLE AGED; MISSOURI; MULTI-INSTITUTIONAL SYSTEMS; MULTILEVEL ANALYSIS; PATIENT SATISFACTION; QUESTIONNAIRES; UNITED STATES;

EID: 84865221218     PISSN: 07359683     EISSN: 15450864     Source Type: Journal    
DOI: 10.1080/07359683.2012.705724     Document Type: Article

References (26)

1. Abdellah, F. G., and Levine, E. (1985). Effects of nursing staffing on satisfaction with nursing care (Hospital Monograph Series No. 4). Chicago, IL: American Hospital Association.
2. AHA Guide to the Health Care Field. (2005). Chicago, IL: Health Forum.
3. Atkins, P. M., Marshall, B. S., & Javalgi, R. G. (1996). Happy employees lead to loyal patients. Journal of Health Care Marketing, 16, 14-23.
4. Bradley, E. H., Herrin, J., Elbel, B., McNamara, R. L., Magid, D. J., Nallamothu, B. K., Krumholz, H. M. (2006). Hospital quality for acute myocardial infarction. JAMA, 296 (1), 72-78.
5. Buerhaus, P. I., Auerbach, D. I., & Staiger, D. O. (2007). Recent trends in the registered nurse labor market in the U.S.: Shot-run swings on top of long-term trends. Nursing Economics, 25, 59-66.
6. Burroughs, T. E., Davies, A. R., Cira, J., & Dunagan, W. C. (1999). Understanding patient willingness to recommend and return: A strategy for prioritizing improvement opportunities. Joint Commission Journal on Quality Improvement, 25, 271-287.
7. Burroughs, T. E., Waterman, B. M., Cira, J. C., Desikan, R. D., & Dunagan, W. C. (2001). Patient satisfaction measurement strategies: A comparison of phone and mail methods. Joint Commission Journal on Quality Improvement, 27, 349-361.
8. Cho, S. (2003). Using multilevel analysis in patient and organizational outcomes research. Nursing Research, 52 (1), 61-65.
9. Cohen, G. (1996). Age and health status in a patient satisfaction survey. Social Science & Medicine, 42, 1085-1093.
10. Collins, K. S., Collins, S. K., McKinnies, R., & Jensen, S. (2008). Employee satisfaction and employee retention: Catalysts to patient satisfaction. The Health Care Manager, 27, 245-251.
11. Diez-Roux, A. (2000). Multilevel analysis in public health research. Annual Review of Public Health, 21, 171-192.
12. Donabedian, A. (1996). Evaluating the quality of medical care. Milbank Memorial Fund Quarterly, 44, S166-S206.
13. Eisenberg, B. (1997). Customer service in healthcare: A new era. Hospital & Health Services Administration, 42, 17-31.
14. Fleming, G. V. (1981). Hospital structure and consumer satisfaction. Health Services Research, 16, 43-63.
15. Ford, R. C., Bach, S. A., & Fottler, M. D. (1997). Methods of measuring patient satisfaction in health care organizations. Health Care Management Review, 22, 74-89.
16. Fox, J. G., and Storms, D. M. (1981). A different approach to sociodemographic predictors of satisfaction with health care. Social Science & Medicine, 15, 557-564.
17. Gatsonis, C., Normand, S.-L., Liu, C., & Morris, C. (1993). Geographic variation of procedure utilization: A hierarchical model approach. Medical Care, 31(5 SUPPL.), YS54-YS59.
18. Krumholz, H. M., Wang, Y., Mattera, J. A., Wang, Y., Han, L. F., Ingber, M. J., Normand, S.-L. T. (2006). An administrative claims model suitable for profiling hospital performance based on 30-day mortality rates among patients with heart failure. Circulation, 113, 1693-1701.
19. Lorden, A., Coustasse, A., & Singh, K. P. (2008). The balanced scorecard framework-a case study of patient and employee satisfaction: What happens when it does not work as planned? Health Care Management Review, 33, 145-155.
20. Normand, S.-L., Marinac-Dabic, D., Sedrakyan, A., & Kaczmarek, R. (2010). Rethinking analytical strategies for surveillance of medical devices: The case of hip arthroplasty. Medical Care, 48 (6), S58-S67.
21. Otani, K., Herrmann, P. A., & Kurz, R. S. (2010). Patient satisfaction integration process: Are there any racial differences? Health Care Management Review, 35, 116-123.
22. Otani, K., Kurz, R. S., Burroughs, T. E., & Waterman, B. (2003). Reconsidering models of patient satisfaction and behavioral intentions. Health Care Management Review, 28, 7-20.
23. Otani, K., Waterman, B., Faulkner, K. M., Boslaugh, S., & Dunagan, W. C. (2010). Different constructs and different strategies: How attribute reactions affect hospital patients' evaluation of overall quality of care, willingness to recommend, and willingness to return. Journal of Healthcare Management, 55, 25-38.
24. Raudenbush, S. W., and Bryk, A. S. (2002). Hierarchical linear models: Applications and data analysis methods, (2nd ed.). Newbury Park, CA: Sage.
25. Raudenbush, S. W., Bryk, A. S., & Congdon, R. (2000). HLM 5. Lincolnwood, IL: Scientific Software International.
26. Williams, B. (1994). Patient satisfaction: A valid concept? Social Science & Medicine, 38, 509-516.