Patient Satisfaction In Health Care

Improved Essays
Patient satisfaction is an important measure of the quality of health care, since it provides information about the patients' success in achieving the most relevant expectations for the patient. Satisfaction is correlated with greater complacency, less use of medical services, less litigation due to negligence and a better prognosis. (1)
More than a decade ago, two landmark reports - the World Health Organization's 2000 World Health Report and the "Crossing the Quality Abyss" of the Institute of Medicine-called for the realignment of incentives to balance the expenditure restraint targets and quality improvement, often conflicting. Both reports concluded that responsiveness to citizens' expectations is a valued and desired outcome of the performance
…show more content…
As healthcare budgets are scrutinized, consumers also become more critical. (3)

Patient satisfaction is an indicator of performance in terms of hospital service quality. (4)
All team members have a role in patient satisfaction and the influence of the clinical secretariat on satisfaction facilitates medical work. By setting realistic expectations, it helps to meet the needs of patients. (5)

Quality in health is now a requirement for all those involved in health care. Quality indicators were developed in the hospital context and their use rapidly extended to primary health care. From a first focus mainly on the scientific and technical aspects, it evolved to the consideration of relational aspects and user satisfaction. Its usefulness can be extended to the health services' own objectives. In fact, the feedback received allows to introduce correction and improvement actions aiming to increase the satisfaction indexes of the users.
…show more content…
In relation to primary health care, satisfaction equals the well-being of the patient, manifested in his opinion about the quality of services obtained. It is a dynamic process influenced by individual, psychological and sociocultural factors, among others. Because it is a multidimensional concept, satisfaction regarding primary health care can characterize an assessment of several aspects, such as accessibility, patient-professional relationship of health, infrastructure and results of the health service. Thus, in order to improve the services provided, it is essential to get as close as possible to meeting the needs and needs of the users. To do this, it is necessary to listen to the opinions of the users on how the services contributed to improve or solve their state of health. This concept of involvement and active participation of the users in the provision of health care originated in the USA and was later adopted in Europe. Health professionals and users perceive the results of health services differently. For this reason, the contribution of the user in the quality of the services provided is essential. As an active agent, the user shares their negative and positive experiences and their needs and expectations, contributing to a response

Related Documents

  • Improved Essays

    In the healthcare system there are systematic measurements that exist to help ensure that healthcare providers are providing quality assurance. There are certain factors that are deemed of importance when debating on the topic of healthcare quality. “The definition of healthcare quality will differ, depending on the particular lens through which the health system is viewed” (Jones et al, 2014). Quality is based off the work done by the Institute of Medicine. This non –profit organization takes a number of factors into consideration such as: “patient centeredness, access, timeliness, equity, effectiveness, efficiency and safety” (Jones et al, 2014).…

    • 612 Words
    • 3 Pages
    Improved Essays
  • Superior Essays

    The data collected includes patient satisfaction, conformity to product requirements, characteristics and trends, supplier performance, internal audit findings, and data to support organizational goals and improvement from management review. When nonconforming products are detected the organization takes appropriate actions. They Maintain documents hospital-wide process for investigation and effective implementation of preventative actions to eliminate the cause of potential problems in order to prevent this occurrence; when the quality improvement is an effective the whole process begins over again. One example of quality improvement within our organization is tracking patient satisfaction. Surveys are sent home with patients for them to evaluate the hospital.…

    • 1057 Words
    • 5 Pages
    Superior Essays
  • Great Essays

    The Importance Of Nursing Values In Nursing

    • 1436 Words
    • 6 Pages
    • 13 Works Cited

    Nurses are champions in adapting to change and identifying creative measures to help modify their practice, so it is not surprising that they are eager to meet these challenges head on. The assumption has been made that the delegation of physician care to FNPs will lead to better use of resources, however nurses must continue to be mindful of the possible risks and implications that may accompany these demands. Sacrificing nursing values cannot be tolerated. It continues to be a slippery slope as nurses cross the line into a medical role while maintaining a nursing framework. Having a concrete understanding of nursing theory and nursing values will help preserve the nursing identity during the newest healthcare…

    • 1436 Words
    • 6 Pages
    • 13 Works Cited
    Great Essays
  • Improved Essays

    Quality care is the number one factor with primary care as well as hospital care. The outcome treatment depends on the way the primary handle their patient after listening to their concerns and if they can help them that would give the patient satisfaction outcome because they feels that their doctor is taking care of their needs. Where as in the hospital setting doctors work hard to find the root of the problem that the patient experiencing and make sure that they can resolve or will refers to another specialist to help them. Some skeptics who focus on patient’s satisfaction believe that if they diverts attention from what ought to be the primary concern an era of resource limits such as inappropriate care or underuse of necessary care and clinical outcomes such as morbidity, mortality and health…

    • 773 Words
    • 4 Pages
    Improved Essays
  • Improved Essays

    Surveys on quality and customer values are performed by Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys. The studies of customer satisfaction with ACA indicates that the interpretation of patient satisfaction can be complex, but it is very important to understand the trends in order to provide the customers of the highest quality of patient experience. Nonetheless, patient satisfaction has shown a trend to increase since the start of…

    • 1311 Words
    • 5 Pages
    Improved Essays
  • Improved Essays

    Dana Safran Summary

    • 672 Words
    • 3 Pages

    Dana Safran presentation is an overview of quality improvement and evidence of quality measures to improve health care. She describes the seed of the quality imperative in the United States. In the year 2000 the IOM scoping the extent of medical errors and system related harm. There were one hundred thousand medical errors leading to death in the United States, making it the fifth leading cause of death in the United States. This woke up the country and made everyone realize how important quality care and safety were.…

    • 672 Words
    • 3 Pages
    Improved Essays
  • Decent Essays

    Unit 8 P4

    • 543 Words
    • 3 Pages

    CQC has the right to visit an organisation announced or unannounced, therefore it is important for all service to be prepared at all time when CQC are coming to an organisation to inspect. The CQC come along with the team of inspectors depending on the service delivered by the organisation. REF They get evidence data from documents, folders, service user’s records, positive stories, service improvement, training provided for the staffs. CQC also get information by talking to service users, families, staffs and carers in other for them to know if they are happy with the service they are receiving and how they can improve it REF.…

    • 543 Words
    • 3 Pages
    Decent Essays
  • Improved Essays

    The quality improvement movement can be traced back to the 19th century and over time has transitioned from a model to satisfy curiosity to a priority in health care. There have been many attempts made to address the challenges of improving health care quality, but none have been significant enough to address the ever evolving changes associated with reaching an adequate level of quality. As the movement evolved and became more purposeful, the focus was to implement models that relied on data to drive quality.…

    • 461 Words
    • 2 Pages
    Improved Essays
  • Improved Essays

    Fred Lee has the distinction of being both the senior vice president of two major hospitals and a former cast member at Walt Disney World. He is the author of the best-selling book, If Disney Ran your Hospital- 9 and a half things you would do differently. Much of his work is focused on patient relations and service excellence. In his Tedx talk titled, “Patient Satisfaction or Patient Experience?” he discusses the difference between satisfaction of care and patient experience. Excellent service has been the standard in healthcare since the principles of service were adopted in the 1980’s.…

    • 971 Words
    • 4 Pages
    Improved Essays
  • Improved Essays

    Reimbursement of services provided by hospitals is becoming increasingly dependent on patient satisfaction scores. Hospital Consumer Assessment of Health Care Providers and Systems (HCAHPS) surveys are used to determine patient satisfaction. Most of the questions in this survey are directly related to patient care. Patient satisfaction scores can affect a hospital’s ability to attract patients positively or negatively and increase reimbursements to their facility.…

    • 582 Words
    • 3 Pages
    Improved Essays
  • Great Essays

    Health care quality is hard to define than other services in public health care system because the patient himself and quality of his life are being assessed. The quality of medical services can be evaluated by taking into account observers such as patient’s family and friends insights. Also, the observer group characterizes potential future customers and they have a significant effect on patient healthcare choices. Perceived satisfaction can be defining as health care quality. There are two aspects of health care quality.…

    • 1873 Words
    • 8 Pages
    Great Essays
  • Decent Essays

    Measure Improved Quality

    • 110 Words
    • 1 Pages

    Measuring and improving quality across the board can be a challenging task. However, any organization can do it with the proper procedures and steps to improve their quality ratings. Some of the ways to measure quality and improve experience of care can be found under the Institute of Medicine. First introduce in 1987 by Picker under the Commonwealth Program for Patient-Centered Care with the emphasis to improve patient care and experience of care (Ransom, 2008). Initially started as surveys to explore the concerns and needs of patients as means to improve quality.…

    • 110 Words
    • 1 Pages
    Decent Essays
  • Improved Essays

    The threats associated with poor quality of data will result in ineffective performance improvement process. Data for quality improvement should be: - Relevant to the organization’s goal, mission, vision, values and objectives, otherwise it would not help the organization improve their quality. - Reliable, consistence and valid to identify problems in the health care setting. For example, if there was bias or false data was recorded to show better results then the organization would not be able to know where the improvement is needed. - Precise definition and specification: the data measured should be collected and calculated in the same way for each organization.…

    • 850 Words
    • 4 Pages
    Improved Essays
  • Improved Essays

    Continuum Of Care Essay

    • 836 Words
    • 4 Pages

    The continuum of care services is a concept that involves in an integrated system of care that guides and tracks a patient over time through a comprehensive array of health services in which it provides a vital component in providing health care services. Continuum of care will be able to direct patients through a variety of health care services. If a patient needs his,or her needs to be managed effectively from basic care such as prescriptions to more advance care in a hospital, nursing facility, or hospice. I recently became the Comprehensive Health Systems Inc.. We own 2 hospitals, a nursing facility and a hospice care.…

    • 836 Words
    • 4 Pages
    Improved Essays
  • Decent Essays

    Patient's Feedback

    • 268 Words
    • 2 Pages

    There are several methods to acquire feedbacks to improve quality care. One way is patient’s survey, it can be done by mailing questionnaires, interview over the phone or in person. Another way is listening post, it is important to become in tuned to what the patient or customer is communicating. Listening post strategies include focus groups, walk-throughs, complaint and compliment letters, patient and family advisory councils. Patient’s and customer’s feedback is important for an organization growth.…

    • 268 Words
    • 2 Pages
    Decent Essays