A paradigm shift in patient satisfaction assessment

Koichiro Otani, Lisa E. Harris, William M. Tierney

Research output: Contribution to journalArticle

28 Citations (Scopus)

Abstract

The authors investigated the relationships between patients' reactions to health care attributes and their overall satisfaction with primary care. The study found the following: (1) patients'overall satisfaction levels are disproportionately influenced by low levels of their reactions (less satisfied) to the primary care attribute, rather than simply averaged out among attribute reactions. This is a noncompensatory relationship. (2) The marginal impact of primary care attributes on overall satisfaction decreases at higher levels of patients' reactions (more satisfied) to primary care attributes, indicating a nonlinear relationship. Patients combine their reactions to the health care attributes by means of noncompensatory and nonlinear models to form their overall satisfaction. Decision makers should selectively concentrate training resources on those areas of attributes showing high dissatisfaction rather than attempt to improve an attribute that showed the largest parameter estimate. This approach would not only save resources but result in better outcomes of patient satisfaction.

Original languageEnglish
Pages (from-to)347-365
Number of pages19
JournalMedical Care Research and Review
Volume60
Issue number3
DOIs
StatePublished - Sep 2003

Fingerprint

Patient Satisfaction
Primary Health Care
paradigm
Delivery of Health Care
Nonlinear Dynamics
health care
non-linear model
resources
decision maker

Keywords

  • Noncompensatory model
  • Nonlinear model
  • Patient satisfaction
  • Psychometric analysis
  • Quality of care

ASJC Scopus subject areas

  • Nursing(all)
  • Health(social science)
  • Health Professions(all)
  • Health Policy

Cite this

A paradigm shift in patient satisfaction assessment. / Otani, Koichiro; Harris, Lisa E.; Tierney, William M.

In: Medical Care Research and Review, Vol. 60, No. 3, 09.2003, p. 347-365.

Research output: Contribution to journalArticle

Otani, Koichiro ; Harris, Lisa E. ; Tierney, William M. / A paradigm shift in patient satisfaction assessment. In: Medical Care Research and Review. 2003 ; Vol. 60, No. 3. pp. 347-365.
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