Skip to main content Accessibility help

We use cookies to distinguish you from other users and to provide you with a better experience on our websites. Close this message to accept cookies or find out how to manage your cookie settings.

Close cookie message
×
Hostname: page-component-745bb68f8f-5r2nc Total loading time: 0 Render date: 2025-01-12T11:24:24.706Z Has data issue: false hasContentIssue false

Patient satisfaction assessment

from Psychology, health and illness

Published online by Cambridge University Press:  18 December 2014

By
Susan V. Eisen
Edited by
Susan Ayers ,
Andrew Baum ,
Chris McManus ,
Stanton Newman ,
Kenneth Wallston ,
John Weinman  and
Robert West
Susan V. Eisen
Affiliation:
Edith Nourse Rogers Memorial Veterans Hospital
Susan Ayers
Affiliation:
University of Sussex
Andrew Baum
Affiliation:
University of Pittsburgh
Chris McManus
Affiliation:
St Mary's Hospital Medical School
Stanton Newman
Affiliation:
University College and Middlesex School of Medicine
Kenneth Wallston
Affiliation:
Vanderbilt University School of Nursing
John Weinman
Affiliation:
United Medical and Dental Schools of Guy's and St Thomas's
Robert West
Affiliation:
St George's Hospital Medical School, University of London
Get access

Summary

Overview

In recent years, assessment of patient satisfaction has become ubiquitous among health care providers and systems in much of the developed world. In the United States, the Joint Commission on Accreditation of Healthcare Organizations (JCAHO, the accrediting organization for hospitals) and the National Committee on Quality Assurance (NCQA, the accrediting organization for managed healthcare plans and physician organizations) have identified patient satisfaction as an important quality indicator, and have required its measurement to meet accreditation requirements (JCAHO, 1997; http://www.ncqa.org/about/timeline.htm.) Specific approaches to meeting patient satisfaction assessment requirements vary. JCAHO allows for patient satisfaction instruments to be incorporated into ‘performance measurement systems’. Following submission to JCAHO of documentation regarding reliability, validity and use of specific quality indicators, JCAHO reviews and approves performance measurement systems that meet their standards. Accredited facilities can then choose from dozens of approved performance measurement systems, all of which include quality indicators that meet accreditation requirements. This system allows for potential use of different satisfaction surveys by different facilities.

In Europe, the Verona Service Satisfaction Scale (VSSS) is included in a 5-nation study to develop standardized instruments to facilitate cross-national research, specifically addressing characteristics, needs, quality of life, patterns of care, service costs and satisfaction of individuals with schizophrenia (Ruggeri et al., 2000).

Globally, the World Health Organization (WHO) has developed a framework for measuring health system performance that includes ‘responsiveness’ as an important criterion.

Type
Chapter
Information
Cambridge Handbook of Psychology, Health and Medicine , pp. 304 - 309
Publisher: Cambridge University Press
Print publication year: 2007

Access options

Get access to the full version of this content by using one of the access options below. (Log in options will check for institutional or personal access. Content may require purchase if you do not have access.)

References

Attkisson, C. C. & Greenfield, T. K. (1994). The client satisfaction questionnaire-8 and the service satisfaction questionnaire-30. In Maruish, M. E. (Ed.). The use of psychological testing for treatment planning and outcome assessment. Hillsdale, NJ: Lawrence Erlbaum Associates.
Campbell, J. & Einspahr, K. (2001). Building partnerships in accountability. Consumer satisfaction. In Dickey, B. & Sederer, L. I. (Eds.). Improving mental health care. Commitment to quality. Washington, DC: American Psychiatric Publishing, Inc.
Center for Mental Health Services (1996). The MHSIP consumer-oriented mental health report card. The final report of the mental health statistics improvement program (MHSIP) task force on a consumer-oriented mental health report card. Washington, DC.
Cleary, P. D. & McNeil, B. J. (1988). Patient satisfaction as an indicator of quality care. Inquiry, 23, 25–36.Google Scholar
Crofton, C., Lubalin, J. S. & Darby, C. (1999). Foreword. Consumer assessments of health plans study. (CAHPSTM). Medical Care, 37(33) Suppl., MS1–MS9.Google Scholar
Cousins, N. (1985). How patients appraise physicians. New England Journal of Medicine, 313, 1422–4.Google Scholar
Davies, A.R. & Ware, J. E. (1988). Involving consumers in quality of care assessment. Health Affairs, 7, 33–48.Google Scholar
Donabedian, A. (1980). Explorations in quality assessment and monitoring: the definition of quality and approaches to its assessment. Ann Arbor, Michigan: Health Administration Press.
Edgman-Levitan, S. & Cleary, P. D. (1996). What information do consumers want and need?Health Affairs, 15, 42–56.Google Scholar
Eisen, S. V. & Grob, M. C. (1982). Measuring discharged patients' satisfaction with hospital care at a private psychiatric hospital. Hospital and Community Psychiatry, 33, 227–8.Google Scholar
Eisen, S. V., Idiculla, T., Speredelozzi, A., Gebre-Medhin, P. & Egan, A. (2001). Quality Indicators Report. McLean Hospital. (Unpublished). Belmont, MA.
Eisen, S. V., Wilcox, M. A., Idiculla, T., Speredelozzi, A. & Dickey, B. (2002). Assessing consumer perceptions of inpatient psychiatric treatment: the perceptions of care survey. The Joint Commission Journal on Quality Improvement, 28(9), 511–26.Google Scholar
Fowler, F. J. (1995). Improving survey questions. Design and evaluation. Applied social research methods series. Vol. 38. Thousand Oaks, CA: Sage Publications.
Fowler, F. J., Gallagher, P. M.&Nederend, S. (1999). Comparing telephone and mail responses to the CAHPSTM survey instrument. Medical Care, 37(3) Suppl., MS41–MS49.Google Scholar
Harris-Kojetin, L. D., Fowler, F. J., Brown, J. A.Schnaier, J. A. & Sweeny, S. F. (1999) The use of cognitive testing to develop and evaluate CAHPSTM; 1.0 core survey items. Medical Care, 37(3) Suppl., MS10–MS21.Google Scholar
Hermann, R. C., Ettner, S. L. & Dorwart, R. A. (1998). The influence of psychiatric disorders on patients' ratings of satisfaction with health care. Medical Care, 36, 720–7. http://www.ncqa.org/about/timeline.htm.Google Scholar
Iezzoni, L. I. (Ed.). (1997). Risk adjustment for measuring healthcare outcomes (2nd edn.). Chicago: Health Administration Press.
Joint Commission on Accreditation of Healthcare Organizations (1997). Oryx outcomes: the next evolution in accreditation. Oakbrook Terrace, IL: JCAHO.
Kaufmann, C. & Phillips, D. (2000). Survey of state consumer surveys (pp. 1–24). Rockville, MD: Substance Abuse and Mental Health Services Administration, US Department of Health & Human Services.
Landro, L. (September 17, 2004). Booster shot. To get doctors to do better, health plans try cash bonuses. The Wall Street Journal. New York.
Lee, K. & McGreevey, C. (2002a). Using control charts to assess performance measurement data. The Joint Commission Journal on Quality Improvement, 28, 90–101.Google Scholar
Lee, K & McGreevey, C. (2002b). Using comparison charts to assess performance measurement data. The Joint Commission Journal on Quality Improvement, 28, 129–38.Google Scholar
Marquis, M. S., Davies, A. R. & Ware, J. E. (1983). Patient satisfaction and change in medical care providers: a longitudinal study. Medical Care, 21, 821–9.Google Scholar
Marshall, G. N., Hays, R. D., Sherbourne, C. D. & Wells, K. B. (1993). The structure of patient satisfaction with outpatient medical care. Psychological Assessment, 5, 477–83.Google Scholar
Meterko, M. & Rubin, H. R. (1990). Patient judgments of hospital quality A taxonomy. Medical Care, 28, S10–S14.Google Scholar
Pascoe, J. M. (1983). Patient satisfaction in primary health care. Evaluation and Program Planning, 6, 185–210.Google Scholar
Ruggeri, M., Lasalvia, A., Dall'Agnola, R.et al. (2000). Development, internal consistency and reliability of the Verona Service Satisfaction Scale – European Version. EPSILON Study 7. European psychiatric services: inputs Linked to outcome domains and needs. British Journal of Psychiatry, 39, (Suppl.) S41–8.Google Scholar
Steiber, S. R. & Krowinski, W. J. (1990). Measuring and managing patient satisfaction. Chicago, USA: American Hospital Association Company.
Valentine, N. B., De Silva, A., Kawabata, K. et al. (2003). Health system responsiveness: consepts, domains and operationalization. In Murrary, C. J. L. & Evans, D. B. (Eds.). Health systems performance assessment: debates, methods and empiricism. (pp. 573–96). Geneva: World Health Organization.
Ware, J. E. & Hays, R. D. (1988). Methods for measuring patient satisfaction with specific medical encounters. Medical Care, 26, 393–402.Google Scholar
Ware, J. E., Snyder, M. K., Wright, W. R. & Davies, A. R. (1983). Defining and measuring patient satisfaction with medical care. Evaluation and Program Planning, 6, 247–63.Google Scholar

Save book to Kindle

To save this book to your Kindle, first ensure [email protected] is added to your Approved Personal Document E-mail List under your Personal Document Settings on the Manage Your Content and Devices page of your Amazon account. Then enter the ‘name’ part of your Kindle email address below. Find out more about saving to your Kindle.

Note you can select to save to either the @free.kindle.com or @kindle.com variations. ‘@free.kindle.com’ emails are free but can only be saved to your device when it is connected to wi-fi. ‘@kindle.com’ emails can be delivered even when you are not connected to wi-fi, but note that service fees apply.

Find out more about the Kindle Personal Document Service.

Available formats
×

Save book to Dropbox

To save content items to your account, please confirm that you agree to abide by our usage policies. If this is the first time you use this feature, you will be asked to authorise Cambridge Core to connect with your account. Find out more about saving content to Dropbox.

Available formats
×

Save book to Google Drive

To save content items to your account, please confirm that you agree to abide by our usage policies. If this is the first time you use this feature, you will be asked to authorise Cambridge Core to connect with your account. Find out more about saving content to Google Drive.

Available formats
×