Item generation in the development of an inpatient experience questionnaire: A qualitative study

BMC Health Services Research

Volumn 13, Issue 1, 2013, Pages

  Wong, Eliza Ly ^a   Coulter, Angela ^b   Cheung, Annie Wl ^a   Yam, Carrie Hk ^a   Yeoh, Eng Kiong ^a   Griffiths, Sian ^a  

^a CHINESE UNIVERSITY OF HONG KONG   (Hong Kong)

^b UNIVERSITY OF OXFORD   (United Kingdom)

Author keywords

Inpatient experience questionnaire; Patient experience; Patient satisfaction survey

Indexed keywords

ADULT; AGED; ARTICLE; FEMALE; HONG KONG; HOSPITALIZATION; HUMAN; INFORMATION PROCESSING; MALE; MIDDLE AGED; PATIENT SATISFACTION; QUALITATIVE RESEARCH; QUESTIONNAIRE; VERY ELDERLY;

ADULT; AGED; AGED, 80 AND OVER; FEMALE; FOCUS GROUPS; HONG KONG; HOSPITALIZATION; HUMANS; MALE; MIDDLE AGED; PATIENT SATISFACTION; QUALITATIVE RESEARCH; QUESTIONNAIRES; YOUNG ADULT;

EID: 84880013356     PISSN: None     EISSN: 14726963     Source Type: Journal    
DOI: 10.1186/1472-6963-13-265     Document Type: Article

References (53)

1. Private and public medicine: a comparison of quality perceptions. Angelopoulou P, Kangis P, Babis G, Int J Health Care Qual Assur Inc Leadersh Health Serv 1998 11 14 20 10.1108/09526869810199601 10177366
2. Patient satisfaction-an attribute or indicator of the quality of care? Vuori H, QRB Qual Rev Bull 1987 13 106 8 3106873
3. Patient satisfaction as an indicator of quality care. Cleary PD, McNeil BJ, Inquiry 1988 25 25 36 2966123
4. Quality of primary health care and patients' satisfaction. Kurpas D, Steciwko A, Wiad Lek 2002 55 Suppl 1 301 4 15002259
5. Measuring client experiences in long-term care in the Netherlands: a pilot study with the Consumer Quality Index Long-term Care. Triemstra M, Winters S, Kool RB, Wiegers TA, BMC Health Serv Res 2010 10 95 10.1186/1472-6963-10-95 20384989
6. Patient satisfaction in primary health care: a literature review and analysis. Pascoe GC, Eval Program Plann 1983 6 185 210 10.1016/0149-7189(83) 90002-2 10299618
7. Factors related to patients' satisfaction with their medical care. Lochman JE, J Community Health 1983 9 91 109 10.1007/BF01349873 6678264 (Pubitemid 16207740)
8. The measurement of patient satisfaction. Carr-Hill RA, J Public Health Med 1992 14 236 49 1419201
9. Patient satisfaction: what we know about and what we still need to explore. Aharony L, Strasser S, Med Care Rev 1993 50 49 79 10.1177/ 002570879305000104 10125117
10. Satisfaction with ambulatory care and compliance in older patients. Linn MW, Linn BS, Stein SR, Med Care 1982 20 606 14 10.1097/00005650-198206000-00006 7109743 (Pubitemid 13227658)
11. Surveys of patients satisfaction: I-Important general considerations. Fitzpatrick R, BMJ 1991 302 887 9 10.1136/bmj.302.6781.887 1821624
12. Satisfaction with care reported by psychiatric inpatients. Relationship to diagnosis and medical treatment. Kelstrup A, Lund K, Lauritsen B, Bech P, Acta Psychiatr Scand 1993 87 374 9 10.1111/j.1600-0447.1993.tb03390.x 8356887 (Pubitemid 23186256)
13. Customer satisfaction and self-reported treatment outcomes among psychiatric inpatients. Holcomb WR, Parker JC, Leong GB, Thiele J, Higdon J, Psychiatr Serv 1998 49 929 34 9661228 (Pubitemid 28311522)
14. Does patient-centered care pay off? Bechel DL, Myers WA, Smith DG, Jt Comm J Qual Improv 2000 26 400 9 10897457
15. Patient-centered processes of care and long-term outcomes of myocardial infarction. Fremont AM, Cleary PD, Hargraves JL, Rowe RM, Jacobson NB, Ayanian JZ, J Gen Intern Med 2001 16 800 8 10.1046/j.1525-1497.2001.10102.x 11903758 (Pubitemid 34015694)
16. The relationship between staff members' working conditions and patients' perceptions of the treatment environment. Rossberg JI, Melle I, Opjordsmoen S, Friis S, Int J Soc Psychiatry 2008 54 437 46 10.1177/0020764008090689 18786905
17. Patient experience in the pediatric otolaryngology clinic: Does the teaching setting influence parent satisfaction. Boss EF, Thompson RE, Int J Pediatr Otorhinolaryngol 2013 77 59 64 10.1016/j.ijporl.2012.09.030 23092787
18. Health care quality. Incorporating consumer perspectives. Cleary PD, Edgman-Levitan S, JAMA 1997 278 1608 12 10.1001/jama.1997.03550190072047 9370508 (Pubitemid 27490732)
19. The characteristics of patient satisfaction measures. Hudak PL, Wright JG, Spine (Phila Pa 1976) 2000 25 3167 77 10.1097/00007632-200012150-00012 (Pubitemid 32042949)
20. Patient satisfaction measurement: current issues and implications. Urden LD, Outcomes Manag 2002 6 125 31 12134376
21. Epidemiology of medical complaints in Mexico: identifying a general profile. Jimenez-Corona ME, Ponce-de-Leon-Rosales S, Rangel-Frausto S, Mohar-Betancourt A, Int J Qual Health Care 2006 18 220 3 10.1093/intqhc/mzl004 16537579 (Pubitemid 43997307)
22. Kunnskapssenteret (Norwegian Knowledge Centre for the Health Services), National and cross-national surveys of patient experiences: a structured review Norway: Norwegian Knowledge Centre for the Health Services 2008 No.: 7-2008
23. National Health Service (NHS), National Survey: Adult Inpatient Survey http://www.nhssurveys.org/surveys
24. Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), HCAHPS Hospital Survey http://www.hcahpsonline.org/home.aspx
25. UltraFeedback Pty Ltd, Welcome to the VPSM Hospital Information Site http://www.vpsm.com.au/default.asp
26. Hospital Authority, Patient Satisfaction Survey 2010 Hong Kong: Hospital Authority 2011
27. The Dutch consumer quality index: an example of stakeholder involvement in indicator development. Delnoij DM, Rademakers JJ, Groenewegen PP, BMC Health Serv Res 2010 10 88 10.1186/1472-6963-10-88 20370925
28. Quality of care from the patients' perspective: from theoretical concept to a newmeasuring instrument. Sixma HJ, Kerssens JJ, Campen CV, Peters L, Health Expect 1998 1 82 95 10.1046/j.1369-6513.1998.00004.x 11281863
29. When physicians and patients think alike: patient-centered beliefs and their impact on satisfaction and trust. Krupat E, Bell RA, Kravitz RL, Thom D, Azari R, J Fam Pract 2001 50 1057 62 11742607 (Pubitemid 33131157)
30. Matching patients and practitioners based on beliefs about care: results of a randomized controlled trial. Krupat E, Hsu J, Irish J, Schmittdiel JA, Selby J, Am J Manag Care 2004 10 814 22 15623271 (Pubitemid 39518527)
31. Age, gender, socioeconomic, and ethnic differences in patients' assessments of primary health care. Campbell JL, Ramsay J, Green J, Qual Health Care 2001 10 90 5 10.1136/qhc.10.2.90 11389317
32. Patient trust: is it related to patient-centered behavior of primary care physicians? Fiscella K, Meldrum S, Franks P, Shields CG, Duberstein P, McDaniel SH, Epstein RM, Med Care 2004 42 1049 55 10.1097/00005650-200411000-00003 15586831 (Pubitemid 39472111)
33. Do health care ratings differ by race or ethnicity? Haviland MG, Morales LS, Reise SP, Hays RD, Jt Comm J Qual Saf 2003 29 134 45 12635429
34. Race/ethnicity, socioeconomic status, and satisfaction with health care. Haviland MG, Morales LS, Dial TH, Pincus HA, Am J Med Qual 2005 20 195 203 10.1177/1062860605275754 16020676 (Pubitemid 41288216)
35. Census and Statistics Department, Thematic Household Survey Report No. 45 Hong Kong: Hong Kong Special Administrative Region 2010
36. A population-based survey using PPE-15: relationship of care aspects to patient satisfaction in Hong Kong. Wong ELY, Leung MCM, Cheung AWL, Yam CHK, Yeoh EK, Griffiths S, Int J Qual Health Care 2011 23 390 6 10.1093/intqhc/mzr037 21715558
37. Commission CQ, Inpatient survey-Patient experience' performance indicator calculation United Kindgom: Care Quality Commission 2009 2010 23857897
38. Coulter A, Patient Surveys for Quality Improvement United Kingdom: Design, Implementation and Application 2010
39. The Picker Patient Experience Questionnaire: development and validation using data from in-patient surveys in five countries. Jenkinson C, Coulter A, Bruster S, Int J Qual Health Care 2002 14 353 8 10.1093/intqhc/14.5.353 12389801 (Pubitemid 35174886)
40. Indicators of quality of in-patient psychiatric treatment: the patients' view. Langle G, Baum W, Wollinger A, Renner G, U'Ren R, Schwarzler F, Eschweiler GW, Int J Qual Health Care 2003 15 213 21 10.1093/intqhc/mzg032 12803349 (Pubitemid 36675717)
41. Patient satisfaction: a review of issues and concepts. Sitzia J, Wood N, Soc Sci Med 1997 45 1829 43 10.1016/S0277-9536(97)00128-7 9447632 (Pubitemid 27525984)
42. Patients' perceptions of nursing care in the hospital setting. Schmidt LA, J Adv Nurs 2003 44 393 9 10.1046/j.0309-2402.2003.02818.x 14651711 (Pubitemid 37465388)
43. Moloney TW, Paul B, Through the Patient's Eyes. Rebuilding public trust and confidence San Francisco, CA: Jossey-Bass Publishers 1993 23885229
44. A comparative study of patients' and nurses' perceptions of the quality of nursing services, satisfaction and intent to revisit the hospital: a questionnaire survey. Lee MA, Yom YH, Int J Nurs Stud 2007 44 545 55 10.1016/j.ijnurstu.2006.03.006 16687147
45. Patients' evaluations of the quality of care: influencing factors and the importance of engagement. Staniszewska SH, Henderson L, J Adv Nurs 2005 49 530 7 10.1111/j.1365-2648.2004.03326.x 15713185 (Pubitemid 40353508)
46. Pathways, pyramids and icebergs. Mapping the links between dissatisfaction and complaints. Mulcahy L, Tritter JQ, Sociology of Health and Illness 1998 20 825 47 10.1111/1467-9566.00131 (Pubitemid 128150155)
47. Accounts of disagreements with doctors. Annandale E, Hunt K, Soc Sci Med 1998 46 119 29 10.1016/S0277-9536(97)00149-4 9464673 (Pubitemid 28014372)
48. The concept of individualized care in nursing practice. Van Servellen GM, Nurs Health Care 1982 3 482 5 6924716
49. Individualized nursing care: an empirically generated definition. Radwin LE, Alster K, Int Nurs Rev 2002 49 54 63 10.1046/j.1466-7657.2002.00101.x 11928937
50. The measurement and meaning of patient satisfaction. Ware JE Jr, Davies-Avery A, Stewart AL, Health Med Care Serv Rev 1978 1 3 15
51. Patient satisfaction with urodynamics: a qualitative study. Shaw C, Williams K, Assassa PR, Jackson C, J Adv Nurs 2000 32 1356 63 10.1046/j.1365-2648.2000.01627.x 11136403
52. Picker Institute Europe, Development and pilot testing of questionnaires for use in the acute NHS trust inpatient survey programme United Kindgom: Oxford 2007
53. UltraFeedback Pty Ltd, Victorian Patient Satisfaction Monitor Year 6 Annual Report Australia: Eltham 2007