scholarly journals Two-factor theory – at the intersection of health care management and patient satisfaction

2012 ◽  
pp. 277 ◽  
Author(s):  
Josef Bohm
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Care Management ◽  
Health Care Management

scholarly journals What Patients Value in Physicians: Analyzing Drivers of Patient Satisfaction Using Physician-Rating Website Data (Preprint)

2019 ◽  
Author(s):  
Sonja Bidmon ◽  
Ossama Elshiewy ◽  
Ralf Terlutter ◽  
Yasemin Boztug
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Care Management ◽  
Large Scale ◽  
Health Care Management ◽  
Increasing Returns ◽  
Evaluation Measures ◽  
Positive Effects ◽  
Overall Evaluation ◽  
Physician Rating

BACKGROUND Customer-oriented health care management and patient satisfaction have become important for physicians to attract patients in an increasingly competitive environment. Satisfaction influences patients’ choice of physician and leads to higher patient retention and higher willingness to engage in positive word of mouth. In addition, higher satisfaction has positive effects on patients’ willingness to follow the advice given by the physician. In recent years, physician-rating websites (PRWs) have emerged in the health care sector and are increasingly used by patients. Patients’ usage includes either posting an evaluation to provide feedback to others about their own experience with a physician or reading evaluations of other patients before choosing a physician. The emergence of PRWs offers new avenues to analyze patient satisfaction and its key drivers. PRW data enable both satisfaction analyses and implications on the level of the individual physician as well as satisfaction analyses and implications on an overall level. OBJECTIVE This study aimed to identify linear and nonlinear effects of patients’ perceived quality of physician appointment service attributes on the overall evaluation measures that are published on PRWs. METHODS We analyzed large-scale survey data from a German PRW containing 84,680 surveys of patients rating a total of 7038 physicians on 24 service attributes and 4 overall evaluation measures. Elasticities are estimated from regression models with perceived attribute quality as explanatory variables and overall evaluation measures as dependent variables. Depending on the magnitude of the elasticity, service attributes are classified into 3 categories: attributes with diminishing, constant, or increasing returns to overall evaluation. RESULTS The proposed approach revealed new insights into what patients value when visiting physicians and what they take for granted. Improvements in the physicians’ pleasantness and friendliness have increasing returns to the publicly available overall evaluation (b=1.26). The practices’ cleanliness (b=1.05) and the communication behavior of a physician during a visit (b level between .97 and 1.03) have constant returns. Indiscretion in the waiting rooms, extended waiting times, and a lack of modernity of the medical equipment (b level between .46 and .59) have the strongest diminishing returns to overall evaluation. CONCLUSIONS The categorization of the service attributes supports physicians in identifying potential for improvements and prioritizing resource allocation to improve the publicly available overall evaluation ratings on PRWs. Thus, the study contributes to patient-centered health care management and, furthermore, promotes the utility of PRWs through large-scale data analysis.

scholarly journals What Patients Value in Physicians: Analyzing Drivers of Patient Satisfaction Using Physician-Rating Website Data

10.2196/13830 ◽  
2020 ◽  
Vol 22 (2) ◽  
pp. e13830 ◽  
Author(s):  
Sonja Bidmon ◽  
Ossama Elshiewy ◽  
Ralf Terlutter ◽  
Yasemin Boztug
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Care Management ◽  
Large Scale ◽  
Health Care Management ◽  
Increasing Returns ◽  
Evaluation Measures ◽  
Positive Effects ◽  
Overall Evaluation ◽  
Physician Rating

Background Customer-oriented health care management and patient satisfaction have become important for physicians to attract patients in an increasingly competitive environment. Satisfaction influences patients’ choice of physician and leads to higher patient retention and higher willingness to engage in positive word of mouth. In addition, higher satisfaction has positive effects on patients’ willingness to follow the advice given by the physician. In recent years, physician-rating websites (PRWs) have emerged in the health care sector and are increasingly used by patients. Patients’ usage includes either posting an evaluation to provide feedback to others about their own experience with a physician or reading evaluations of other patients before choosing a physician. The emergence of PRWs offers new avenues to analyze patient satisfaction and its key drivers. PRW data enable both satisfaction analyses and implications on the level of the individual physician as well as satisfaction analyses and implications on an overall level. Objective This study aimed to identify linear and nonlinear effects of patients’ perceived quality of physician appointment service attributes on the overall evaluation measures that are published on PRWs. Methods We analyzed large-scale survey data from a German PRW containing 84,680 surveys of patients rating a total of 7038 physicians on 24 service attributes and 4 overall evaluation measures. Elasticities are estimated from regression models with perceived attribute quality as explanatory variables and overall evaluation measures as dependent variables. Depending on the magnitude of the elasticity, service attributes are classified into 3 categories: attributes with diminishing, constant, or increasing returns to overall evaluation. Results The proposed approach revealed new insights into what patients value when visiting physicians and what they take for granted. Improvements in the physicians’ pleasantness and friendliness have increasing returns to the publicly available overall evaluation (b=1.26). The practices’ cleanliness (b=1.05) and the communication behavior of a physician during a visit (b level between .97 and 1.03) have constant returns. Indiscretion in the waiting rooms, extended waiting times, and a lack of modernity of the medical equipment (b level between .46 and .59) have the strongest diminishing returns to overall evaluation. Conclusions The categorization of the service attributes supports physicians in identifying potential for improvements and prioritizing resource allocation to improve the publicly available overall evaluation ratings on PRWs. Thus, the study contributes to patient-centered health care management and, furthermore, promotes the utility of PRWs through large-scale data analysis.

Opinion of citizens in Primary Health Care management and offered services by Local Authorities

2117 ◽  
Vol 04 (03) ◽  
Author(s):  
George Pierrakos ◽  
A Goula ◽  
D Latdou ◽  
C Platis ◽  
M Sarris ◽  
...  
Keyword(s):  
Health Care ◽  
Primary Health Care ◽  
Care Management ◽  
Health Care Management ◽  
Local Authorities ◽  
Primary Health

Pharmacovigilance: Its Clinical Implications in Health Care Management

2014 ◽  
Author(s):  
Bhagya Sattigeri ◽  
Moorthy VMD
Keyword(s):  
Health Care ◽  
Care Management ◽  
Health Care Management ◽  
Clinical Implications

Issues of modernization of health care management in the regions

2017 ◽  
Vol 19 (4) ◽  
pp. 18-24
Author(s):  
M.A. Laktaeva ◽  
◽  
E.A. Laktaeva ◽  
V.G. Ivanov ◽  
◽  
...  
Keyword(s):  
Health Care ◽  
Care Management ◽  
Health Care Management

An Empirical Study on Post-Adoption Behavior of Information Technologies for Health Care Management: A View of Big Five Personality

2014 ◽  
Vol 631-632 ◽  
pp. 1106-1114
Author(s):  
Wen Xing Lu ◽  
Yu Yong Wu ◽  
Chang Yong Liang ◽  
Zuo Zuo Gu ◽  
Yu Zhao ◽  
...  
Keyword(s):  
Health Care ◽  
Empirical Study ◽  
Big Five ◽  
Information Technologies ◽  
Care Management ◽  
Health Care Management ◽  
Hospital Performance ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Big Five Personality

Nowadays, health care management is driven by informationization and information technologies are widely used in various types of hospitals. Doctors and nurses are the direct users of information technologies for health care management (ITHCM), as well as the most critical prerequisites in ITHCM implementation. Their acceptance and use of ITHCM can significantly promote hospital performance and enhance core competitiveness. However, different people have different attitude, values and motivation on ITHCM. These factors not only affect employee’s behavior in ITHCM adoption, but also their continued use behavior of ITHCM. Based on the Big Five personality as well as real-world healthcare situation in China, we investigated the impacting factors of ITHCM continuing use, and built ITHCM Continuing Use Model based on personality. We conducted an empirical study to verify the related hypothesis. The results show that Big Five personality affect the willingness of ITHCM continuing use through perceived ease of use and perceived usefulness.

Case in Health Care Management

2006 ◽  
Vol 25 (1) ◽  
pp. 34-36
Author(s):  
&NA;
Keyword(s):  
Health Care ◽  
Care Management ◽  
Health Care Management
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