Patient Satisfaction with Diabetes Care in Romania – An Importance-performance Analysis

Background: Diabetes prevalence continues to be a concern and the management of diabetes is important but costly. The prevalence of diabetes is greater among persons with a low income, including those who are uninsured or underinsured. Student-run free clinics (SRFC) are one resource to these patients who may otherwise lack access to medical care. Objective: The purpose of this study was to assess patient satisfaction with diabetes care at a SRFC in order to assist in identifying areas of improvement. Methods: A quality improvement survey was designed to assess patient satisfaction with overall care, as well as with routines and perception of care related to self-management, healthy eating, and exercise. Results: The survey was completed by 25 patients at a Toledo area SRFC. Established patients who were aged 18 years or older and diagnosed with diabetes, were invited to complete the survey. The majority of patients were satisfied with their diabetes care at the SRFC (88%). Fewer patients, however, reported satisfaction with the treatment for their diabetes (72%) and with their knowledge about diabetes (76%). Subanalyses of survey responses also showed significant differences when comparing sex, age, and length of diabetes diagnosis. Conclusions: The survey helped identify key areas in which the diabetes care provided at the SRFC could be improved. These areas included education about diabetes in general, as well as in understanding treatment, self-monitoring, and healthy eating and exercise options. Future research could explore survey results after specifying and implementing changes made to the education provided to the patients.

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Evaluating health service quality: using importance performance analysis

International Journal of Health Care Quality Assurance ◽

10.1108/ijhcqa-02-2017-0030 ◽

2017 ◽

Vol 30 (7) ◽

pp. 656-663 ◽

Cited By ~ 13

Author(s):

Azar Izadi ◽

Younes Jahani ◽

Sima Rafiei ◽

Ali Masoud ◽

Leila Vali

Keyword(s):

Patient Satisfaction ◽

Performance Analysis ◽

Service Quality ◽

Cross Sectional ◽

Policy Makers ◽

Content Type ◽

Medical Inpatients ◽

Health Service Quality ◽

And Performance ◽

Improve Service Quality

Purpose Measuring healthcare service quality provides an objective guide for managers and policy makers to improve their services and patient satisfaction. Consequently, the purpose of this paper is to measure service quality provided to surgical and medical inpatients at Kerman Medical Sciences University (KUMS) in 2015. Design/methodology/approach A descriptive-analytic study, using a cross-sectional method in the KUMS training hospitals, was implemented between October 2 and March 15, 2015. Using stratified random sampling, 268 patients were selected. Data were collected using an importance-performance analysis (IPA) questionnaire, which measures current performance and determines each item’s importance from the patients’ perspectives. These data indicate overall satisfaction and appropriate practical strategies for managers to plan accordingly. Findings Findings revealed a significant gap between service importance and performance. From the patients’ viewpoint, tangibility was the highest priority (mean=3.54), while reliability was given the highest performance (mean=3.02). The least important and lowest performance level was social accountability (mean=1.91 and 1.98, respectively). Practical implications Healthcare managers should focus on patient viewpoints and apply patient comments to solve problems, improve service quality and patient satisfaction. Originality/value The authors applied an IPA questionnaire to measure service quality provided to surgical and medical ward patients. This method identifies and corrects service quality shortcomings and improving service recipient perceptions.

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The Difference of Satisfaction Level in BPJS Health Insurance Patient and Non Insurance Patient toward Health Service

International Journal of Public Health Science (IJPHS) ◽

10.11591/ijphs.v5i1.4760 ◽

2016 ◽

Vol 5 (1) ◽

pp. 36

Author(s):

Arlina Dewi ◽

Naufal Kurnia Ramadhan

Keyword(s):

Patient Satisfaction ◽

Health Insurance ◽

Performance Analysis ◽

General Hospital ◽

Quantitative Research ◽

Social Insurance ◽

Gap Analysis ◽

Satisfaction Level ◽

Cross Sectional ◽

Social Insurance System

National Health Insurance (JKN) developed in Indonesia is part of the National Social Insurance System (SJSN). One way to assess the services quality is to measure the patient satisfaction level. This research is a quantitative research with the cross sectional research design. The subjects of this research were the BPJS health insurance patients and non insurance patients with 200 people as the samples. The data was analyzed by the independent t-test, gap analysis, CSI (Customer satisfation index) and IPA (Importance performance analysis). The result showed that significant (ρ value >0,05) in all dimensions which mean that there is no difference of patient satisfaction level in Social Security Organizing Body (BPJS) participants and non insurance patients toward health services in Negara General Hospital. The biggest satisfaction in non insurance patients is on the Assurance variable (-1,002) and the smallest satisfaction is on the Tangibles variable (-1,357) and the biggest satisfaction of BPJS health insurance patients is on Assurance variable (-1,085) and their smallest satisfaction is on Responsiveness variable (-1,367). The non insurance patients gap is (-0,217) and the BPJS health insurance patients gap is (-1,206), both of them were classified into low satisfaction level. The result of Importance performance analysis value of non insurance patient showed Responsiveness attributes that should be prioritized and improved while in BPJS health patients showed Responsiveness and Reliability attributes that should be prioritized and improved by Negara General Hospital.

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The Difference of Satisfaction Level in BPJS Health Insurance Patient and Non Insurance Patient toward Health Service

International Journal of Public Health Science (IJPHS) ◽

10.11591/.v5i1.4760 ◽

2016 ◽

Vol 5 (1) ◽

pp. 36

Author(s):

Arlina Dewi ◽

Naufal Kurnia Ramadhan

Keyword(s):

Patient Satisfaction ◽

Health Insurance ◽

Performance Analysis ◽

General Hospital ◽

Quantitative Research ◽

Social Insurance ◽

Gap Analysis ◽

Satisfaction Level ◽

Cross Sectional ◽

Social Insurance System

National Health Insurance (JKN) developed in Indonesia is part of the National Social Insurance System (SJSN). One way to assess the services quality is to measure the patient satisfaction level. This research is a quantitative research with the cross sectional research design. The subjects of this research were the BPJS health insurance patients and non insurance patients with 200 people as the samples. The data was analyzed by the independent t-test, gap analysis, CSI (Customer satisfation index) and IPA (Importance performance analysis). The result showed that significant (ρ value >0,05) in all dimensions which mean that there is no difference of patient satisfaction level in Social Security Organizing Body (BPJS) participants and non insurance patients toward health services in Negara General Hospital. The biggest satisfaction in non insurance patients is on the Assurance variable (-1,002) and the smallest satisfaction is on the Tangibles variable (-1,357) and the biggest satisfaction of BPJS health insurance patients is on Assurance variable (-1,085) and their smallest satisfaction is on Responsiveness variable (-1,367). The non insurance patients gap is (-0,217) and the BPJS health insurance patients gap is (-1,206), both of them were classified into low satisfaction level. The result of Importance performance analysis value of non insurance patient showed Responsiveness attributes that should be prioritized and improved while in BPJS health patients showed Responsiveness and Reliability attributes that should be prioritized and improved by Negara General Hospital.

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Analysis of Patient Satisfaction with Family Center Care Services Based on Importance Performance Analysis and Customer Satisfaction Index

Jurnal Ilmiah Keperawatan (Scientific Journal of Nursing) ◽

10.33023/jikep.v7i3.807 ◽

2021 ◽

Vol 7 (3) ◽

pp. 1-7

Author(s):

Eva Supriatin ◽

Bhakti Permana ◽

Asep Muhamad Ramadan ◽

Diwa Agus Sudrajat ◽

Linlin Lindayani

Keyword(s):

Patient Satisfaction ◽

Performance Analysis ◽

Customer Satisfaction ◽

Family Care ◽

Satisfaction Index ◽

Customer Satisfaction Index ◽

Care Services ◽

Excellent Service ◽

Section Design

Background : In the era of globalization, excellent service is a key element in hospitals and care units. Patient satisfaction is an indicator of the first hospital to use to measure the quality of health care. Patients and families of parents patient care determine if they can be active in care and decision-making. Objective : Determine the "Patient Satisfaction Analysis Of Service Center Family Care (FCC) Based Importance Performance Analysis ( IPA) And Customer Satisfaction Index(CSI) In The Finches RSAU Dr. Salamun Bandung " Descriptive and cross-section design. Method : The research was conducted from 27 June 2019 to 31 June 2019 and involved a sample of 30 respondents. Data were collected by the distributing questionnaires. The data are processed using the Univariate, Importance Efficiency Analysis (IPA) and Customer Satisfaction Index (CSI). Results : The results of this study, the 5 dimensions of service most nursing FCC is very satisfied category, namely reliability dimension ( 94.27 %), Assurance ( 94.85 %), Tangible ( 93.52 %) ), Empathy ( 96.22 %), And responsiveness ( 94.27 %) ( 94.27 percent ). Conclusion : Patient satisfaction with community care centers (FCC) based on (IPA) and (CSI) in the room finches pretty good RSAU Bandung Dr. Salamun.

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The Influence of Socio-Demographic, Psychological and Medical Variables on Patient Satisfaction with Diabetes Care in the Hospital Setting in Romania

6th International Conference on Advancements of Medicine and Health Care through Technology; 17–20 October 2018, Cluj-Napoca, Romania - IFMBE Proceedings ◽

10.1007/978-981-13-6207-1_42 ◽

2019 ◽

pp. 277-281 ◽

Cited By ~ 1

Author(s):

Anca Constantinescu-Dobra ◽

A. Sabou ◽

M. C. Coțiu

Keyword(s):

Patient Satisfaction ◽

Diabetes Care ◽

Hospital Setting

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A Clinical Audit on Diabetes Care in Patients with Type 2 Diabetes in Al-Ain, United Arab Emirates

The Open Cardiovascular Medicine Journal ◽

10.2174/1874192401206010126 ◽

2012 ◽

Vol 6 (1) ◽

pp. 126-132 ◽

Cited By ~ 8

Author(s):

Abdulla Shehab ◽

Asim Elnour ◽

Abdishakur Abdulle

Keyword(s):

Type 2 Diabetes ◽

Patient Satisfaction ◽

Clinical Practice ◽

United Arab Emirates ◽

Diabetes Care ◽

Clinical Audit ◽

Fasting Blood Glucose ◽

Current Clinical Practice ◽

Al Ain

Objectives: To implement a prospective interventional clinical audit to evaluate the current clinical practice and the effect of standard interventions on the management of type 2 diabetes (T2DM). Methods: 254 patients with T2DM where recruited in a specialized diabetes care center in Al-Ain, UAE. The diabetes care components were audited before (baseline) and after (3 and 6 months) implementation of Institute of Clinical System Improvement (ICSI) guidelines. Data was compared against international guidelines to achieve target goals of normoglycemia, blood pressure (BP), and low density lipoprotein-cholesterol (LDL-C). We measured changes in mean scores of patient satisfaction level regarding diabetes care at similar intervals, by validated Patient Satisfaction Questionnaire (PSQ-18). Results: We observed a significant reduction in fasting blood glucose (FBG; mean± SD; 9.3 ± 0.03 vs 7.4 ± 0.3mmol/l; P=0.03), and HbA1c (8.7 ± 0.02 vs 8.1 ± 0.02 %; P=0.04) levels after 6 months compared with baseline. Patients who achieved target FBG and HbA1c levels improved significantly (45.7 vs 81.1%; P=0.03), and (40.1 vs 73.6%; P=0.04), respectively. The LDL-C levels improved, though this was not statistically significant. Patients achieving target of BP control improved significantly (SBP 142±7.6 and DBP 95±6.2 vs SBP 136±8.2 and DBP 87±5.8 mmHg;P=0.05). Conclusions: The results of this interventional audit were generally positive and emphasized the feasibility of improving the current clinical practice. Our individualized approach has helped us to achieve a better target in glycemic and BP control as well as patient satisfaction. Further research is needed to understand the long-term impact of our structured approach to improve the quality of T2DM care in the UAE.

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Integration of importance-performance analysis into testing of the relationship between hospital service performance, satisfaction and loyalty with PLS-SEM approach

International Journal of Research in Pharmaceutical Sciences ◽

10.26452/ijrps.v11i4.3290 ◽

2020 ◽

Vol 11 (4) ◽

pp. 6164-6173

Author(s):

Prasojo Pribadi ◽

Susi Ari Kristina ◽

Suci Paramitasari Syahlani ◽

Satibi Satibi

Keyword(s):

Patient Satisfaction ◽

Performance Analysis ◽

Partial Least Square ◽

Service Performance ◽

Physical Aspect ◽

Hospital Service ◽

Outcome Quality ◽

Administrative Procedure ◽

Patient Loyalty

Improvement of service performance, customer satisfaction, and loyalty give a significant contribution to business performance and profitability. This study aims first to identify the most critical factors related to hospital service performance in predicting the patient's satisfaction. Second, to examine the effect of patient satisfaction on patient loyalty. This research is a quantitative study with a cross-sectional approach, involving 280 outpatients conducted in two hospitals. Finally, the partial least square-structural equation modelling (PLS-SEM) approach was performed to analyze the data. The result showed the lowest index performance is the outcome quality (49.84), and the highest is the quality of personnel (72.49). The calculation of the patient satisfaction index (PSI) is 67.48. Patient satisfaction is significantly influenced by the quality of personnel, outcome quality, social responsibility, administrative procedure, and physical aspect. Patients satisfaction has a significant effect on patient loyalty. However, health insurance, quality of medical care, and quality of pharmaceutical care have no significant effect on patient satisfaction. The map of importance-performance analysis (IPA) suggest the hospital institution needs to improve the physical aspect, administrative procedure and outcome quality. The overall patient are satisfied with the performance of hospital services. Patients are objective controls of an organization. Therefore, the focus of hospital managers on strategies for building relationships with patients.

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