Medical disputes and patient satisfaction in China: How does hospital management matter?

Purpose The purpose of this paper is twofold: to enable hospital administrators to increase reimbursement rates under value-based purchasing (VBP) by understanding the process by which the Centers for Medicare and Medicaid Services (CMS) calculate and use performance scores from the Hospital Consumer Assessment of Healthcare Providers and Systems survey of patient experience; to apply statistical methods to determine what dimensions of patient care have the greatest impact on overall satisfaction scores and thus reimbursement. Design/methodology/approach The expository purpose was met by locating, analyzing and interpreting published CMS documentation related to VBP to explain the complex methods used to convert raw survey data to total patient satisfaction scores on seven dimensions. The raw data on 2,984 hospitals were cleaned and correlation and regression analysis used to measure the relationship between raw survey scores and overall patient satisfaction scores. Finally, Pareto analysis was used to show the relative influence of each dimension on satisfaction performance scores. Findings Nursing communications accounted for 75 percent of the variance in the patient satisfaction domain score in a stepwise regression. Research limitations/implications This research focusses only on the patient satisfaction component of VBP, over which hospital administrators have significant control. Future research could explore how hospital management can improve scores on clinical outcomes, process and efficiency. Practical implications Shows hospital management the most influential methods for improving their patient satisfaction scores and reimbursement under VBP. Originality/value Offers a managerially focussed explanation of how patient satisfaction scores are computed from raw survey data and how statistical analysis of the data can be used to improve quality.

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Not Without my Fellow Patient! - The Influence of Fellow Patients in Hospitals on Patient Satisfaction and Self-rated Health

Journal of Service Management Research ◽

10.15358/2511-8676-2020-4-237 ◽

2020 ◽

Vol 4 (4) ◽

pp. 237-254

Author(s):

Saskia Hantel ◽

Martin Benkenstein

Keyword(s):

Patient Satisfaction ◽

Empirical Studies ◽

Hospital Management ◽

Self Rated Health ◽

Operative Stress ◽

Complex Interactions ◽

The People ◽

Hospital Patients ◽

Negative Feelings

Fellow patients are the people with whom hospital patients spend the most time. Research has shown that the fellow patient influences anxiety, pre- and post-operative stress, compliance, and negative feelings. A few studies have even shown that contact with other patients influences long-term satisfaction with the hospital, and self-rated health. These different factors influence each other via complex interactions. In this study, we analyze these complex interactions by building a theory-based model and testing the model using two empirical studies. The results provide relevant implications for further research and for hospital management.

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The application of “the patient satisfaction assessment” as a method for assessing hospital management efficency

Polish Journal of Public Health ◽

10.2478/pjph-2019-0011 ◽

2019 ◽

Vol 129 (2) ◽

pp. 47-51

Author(s):

Joanna Kozłowiec ◽

Monika Kozłowiec

Keyword(s):

Patient Satisfaction ◽

Hospital Management ◽

Satisfaction Survey ◽

Medical Facility ◽

Chi Square ◽

Management Efficiency ◽

Patient Satisfaction Survey ◽

Efficiency Assessment ◽

Measures Of Effectiveness ◽

The Given

Abstract Introduction. When assessing the effectiveness of hospital management through measures of patient satisfaction, it is possible to go beyond the frameworks of the social efficiency assessment, obtaining generalized assessments of an institution. They are based on the answers to the question if patients would be willing to recommend the institution to a member of the family or a friend. Next point is establishing correlation relationships between these assessments and other measures of effectiveness, for example the value of contracts concluded with the National Health Fund (NFZ). Aim. The aim of the article is to determine the usefulness of the patient satisfaction survey as a method enabling the assessment of the management efficiency of a given medical facility in terms of the selected parameters. Material and methods. The source of the research material are the reports on the patient satisfaction assessments carried out among the patients of the Provincial Specialist Hospital in Biała Podlaska in the years 2008-2013. It was hypothesized that the higher the value of the contract with the NFZ, the greater patients’ satisfaction expressed in their generalized assessments in the given years and, on the contrary, the more positively assessed by patients hospital, among other things due to the quality of the health services, the higher the value of contracts concluded with the NFZ by the given institution. At the same time, on the basis of the data from 2013, it was decided to check whether the opinions expressed by the patients are characterized by objectivism or whether they may be dependent on the hospital ward where the satisfaction survey was carried out - for this purpose the Chi-square independence test was used. The necessary calculations as the part of the statistical analysis were made using the Microsoft Excel spreadsheet. Results and discussion. The results of the research are a part of the general trend of patient satisfaction surveys, considered as an important source of information on the level of medical services. Conclusions. The patient satisfaction survey can be considered as a method which enables the assessment of the management efficiency of a given medical facility in terms of the selected parameters.

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The patient satisfaction chasm: the gap between hospital management and frontline clinicians

BMJ Quality & Safety ◽

10.1136/bmjqs-2012-001045 ◽

2012 ◽

Vol 22 (3) ◽

pp. 242-250 ◽

Cited By ~ 64

Author(s):

Ronen Rozenblum ◽

Marianne Lisby ◽

Peter M Hockey ◽

Osnat Levtzion-Korach ◽

Claudia A Salzberg ◽

...

Keyword(s):

Patient Satisfaction ◽

Hospital Management

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Design of Cloud Computing Outpatient Registration Model Through SMS Messages at Hospitals using TOGAF ADM

International Journal of Recent Technology and Engineering - 2 ◽

10.35940/ijrte.e4885.018520 ◽

2020 ◽

Vol 8 (5) ◽

pp. 3857-3865

Keyword(s):

Patient Satisfaction ◽

Management Information System ◽

Hospital Management ◽

Model Design ◽

Management Information ◽

Registration Data ◽

Reply Message ◽

Long Time ◽

To Come ◽

To Receive

The queue is one indicator of patient satisfaction at the hospital in addition to the service of getting treatment itself. Uncertainty, when patients will be served, will reduce patient satisfaction. Hospital outpatient poly enrollment services are the most numerous patient queue. Patients who come to the hospital may not necessarily get services directly because they only know the doctor's schedule and practice information after coming to the hospital. There are times when patients have to go home without getting treatment because they did not find the desired service schedule. The Ibnusina Indrapuri Aceh Hospital has a Hospital Management Information System (HMIS) application that is connected to the Health Social Security Administering Agency (Badan Penyelenggara Jaminan Sosial-BPJS) application to receive outpatient poly referral patients. The reception of outpatient registration has been done in a semi-manual way by officers where patients must come directly to the hospital. It takes a long time to input one patient's registration data, if there are many patient visits, the time for data input will be longer, causing long queues. So that registration can be done well and faster, it requires an easy way of registration that can be done by the patient himself from home without having to come directly to the hospital, which is using SMS messaging facilities. Patients will receive a reply message in the form of information on the availability of service schedules and queue numbers, patients do not need to come again to the hospital if the desired service schedule is not available. A registration model design is needed to illustrate the organization's management to be integrated into the HMIS application. The design of this registration model was created using the TOGAF framework. The use of the stages and phases contained in the TOGAF ADM framework shows results that are acceptable to the hospital management to design the architecture of the outpatient poly enrollment system at the hospital at an affordable cost and very feasible to use

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A comparison of patient satisfaction among current and former dental school patients

Journal of Dental Education ◽

10.1002/j.0022-0337.2000.64.6.tb03359.x ◽

2000 ◽

Vol 64 (6) ◽

pp. 409-415 ◽

Cited By ~ 16

Author(s):

JM Butters ◽

DO Willis

Keyword(s):

Patient Satisfaction ◽

Dental School

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Improving Communication Skills in Health Care

Perspectives on Communication Disorders and Sciences in Culturally and Linguistically Diverse Populations ◽

10.1044/cds20.3.109 ◽

2013 ◽

Vol 20 (3) ◽

pp. 109-117

Author(s):

Lynda Katz Wilner ◽

Marjorie Feinstein-Whittaker

Keyword(s):

Health Care ◽

Patient Satisfaction ◽

Communication Skills ◽

Health Care Professionals ◽

Skills Training ◽

International Medical Graduate ◽

Medical Graduate ◽

Health Care Environment ◽

Medical Interpreters ◽

Accent Modification

Hospital reimbursements are linked to patient satisfaction surveys, which are directly related to interpersonal communication between provider and patient. In today’s health care environment, interactions are challenged by diversity — Limited English proficient (LEP) patients, medical interpreters, International Medical Graduate (IMG) physicians, nurses, and support staff. Accent modification training for health care professionals can improve patient satisfaction and reduce adverse events. Surveys were conducted with medical interpreters and trainers of medical interpreting programs to determine the existence and support for communication skills training, particularly accent modification, for interpreters and non-native English speaking medical professionals. Results of preliminary surveys suggest the need for these comprehensive services. 60.8% believed a heavy accent, poor diction, or a different dialect contributed to medical errors or miscommunication by a moderate to significant degree. Communication programs should also include cultural competency training to optimize patient care outcomes. Examples of strategies for training are included.

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Teletinnitus Program at the VA Gulf Coast Veterans Health Care System

Perspectives on Telepractice ◽

10.1044/teles4.1.23 ◽

2014 ◽

Vol 4 (1) ◽

pp. 23-29

Author(s):

Constance Hilory Tomberlin

Keyword(s):

Health Care ◽

Patient Satisfaction ◽

Patient Care ◽

Health Care System ◽

Gulf Coast ◽

New Technology ◽

Cost Effective ◽

Veterans Health ◽

Potential Benefits ◽

Care System

There are a multitude of reasons that a teletinnitus program can be beneficial, not only to the patients, but also within the hospital and audiology department. The ability to use technology for the purpose of tinnitus management allows for improved appointment access for all patients, especially those who live at a distance, has been shown to be more cost effective when the patients travel is otherwise monetarily compensated, and allows for multiple patient's to be seen in the same time slots, allowing for greater access to the clinic for the patients wishing to be seen in-house. There is also the patient's excitement in being part of a new technology-based program. The Gulf Coast Veterans Health Care System (GCVHCS) saw the potential benefits of incorporating a teletinnitus program and began implementation in 2013. There were a few hurdles to work through during the beginning organizational process and the initial execution of the program. Since the establishment of the Teletinnitus program, the GCVHCS has seen an enhancement in patient care, reduction in travel compensation, improvement in clinic utilization, clinic availability, the genuine excitement of the use of a new healthcare media amongst staff and patients, and overall patient satisfaction.

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