scholarly journals Patient satisfaction: the Australian patient perspective

2004 ◽  
Vol 27 (1) ◽  
pp. 73 ◽  
Author(s):  
Amanda Henderson ◽  
Gideon Caplan ◽  
Ann Daniel
Keyword(s):  
Patient Satisfaction ◽  
Qualitative Data ◽  
Elective Surgery ◽  
Healthcare Services ◽  
Theoretical Discussion ◽  
Research Practice ◽  
Inductive Research ◽  
Hospital Patients ◽  
Definition Of ◽  
Discharge From Hospital

The literature reveals little Australian academic study of the phenomenon of patient satisfaction and identifies severalproblems in current research practice. A theoretical discussion about the phenomenon of 'patient satisfaction' is for themost part absent, the rigour in the methods applied is often dubious, a definition of patient satisfaction is not agreedand the patient experience is often not the focus of research. To address some of these issues inductive research wasconducted with Australian patients to explore what they considered important for patient satisfaction to exist. A seriesof 52 interviews were conducted with twenty elective surgery patients in an Australian teaching hospital. Patients wereinterviewed on admission to hospital, within one week of discharge from hospital and between six and eight weeksafter discharge. Research with patients identified 16 themes that were important to make a patient's hospital staysatisfactory. Qualitative data have provided a foundation to better understand what 'patient satisfaction' means in itseveryday use. Such an approach is faithful to the concerns and priorities of the patients who are the users of healthcare services.

Patient Satisfaction towards The Service Marketing Mix: A Comparative Study of Public and Private Hospitals Operating in Udaipur Division

2015 ◽  
Vol 3 (2) ◽  
Author(s):  
Dharmesh Motwani ◽  
Devendra Shrimali ◽  
Khushbu Agarwal
Keyword(s):  
Patient Satisfaction ◽  
Service Marketing ◽  
Healthcare Services ◽  
Marketing Mix ◽  
Healthcare Industry ◽  
Private Hospitals ◽  
Public And Private ◽  
Significant Difference ◽  
Hospital Patients ◽  
Public And Private Hospitals

The Indian healthcare industry which was valued at US$ 79 billion in 2012 is expected to reach US $160 billion by 2017. It shows that the Indian healthcare industry has the potential to become a global hub for healthcare services. This scenario has given rise to Hospital service marketing which is a specialized field that deals with connecting patients, physicians, and hospitals in mutual relationships. The study is aimed to compare the patient satisfaction levels towards the service marketing mix offered by public and private hospitals operating in Udaipur division. To serve the purpose descriptive research design is used and a structured questionnaire based on Likert scale is applied to 142 public and 337 private hospital patients. These patients were chosen by stratified purposive sampling method from Udaipur division. The analysis highlighted the significant difference between the patient satisfactions towards the various parameters of service marketing mix.

scholarly journals Experiences of recovery from colorectal cancer surgery after hospital discharge among the oldest old: A qualitative study

2021 ◽  
pp. 205715852199445
Author(s):  
Kristina Sundt Eriksen ◽  
Sissel Iren Eikeland Husebø ◽  
Hartwig Kørner ◽  
Kirsten Lode
Keyword(s):  
Colorectal Cancer ◽  
Thematic Analysis ◽  
Oldest Old ◽  
Healthcare Services ◽  
Hospital Data ◽  
Colorectal Cancer Surgery ◽  
Discharge From Hospital ◽  
Depth Interviews ◽  
Inductive Thematic Analysis

Colorectal cancer affects a large number of people aged ≥80 years. Little is known about how they manage after discharge from hospital. The aim of this study was to explore the experiences of individuals aged ≥80 years recovering from surgery for colorectal cancer, and the challenges they may encounter after discharge from hospital. Data were collected between January and March 2016 through in-depth interviews with ten participants approximately one month after surgery. Inductive thematic analysis was employed to analyse the data. The COREQ checklist was used in reporting this study. Two themes were identified: Managing the recovery from CRC surgery, and Insufficient follow-up from the healthcare services after CRC surgery. The findings indicate that older people treated for colorectal cancer manage surprisingly well after discharge despite challenges in their recovery; however, there are seemingly areas of improvement in their follow-up healthcare.

scholarly journals The myth of pre-operative isolation during the COVID-19 pandemic

2021 ◽  
Vol 104 (3) ◽  
pp. 003685042110261
Author(s):  
Filip Mijovic ◽  
Stuart James ◽  
Bindhiya Thomas ◽  
Mohit Bhatia ◽  
Guillaume Lafaurie ◽  
...  
Keyword(s):  
Mental Health ◽  
Adverse Effect ◽  
Patient Satisfaction ◽  
National Health Service ◽  
Patient Adherence ◽  
Elective Surgery ◽  
University Hospital ◽  
Evidence Based ◽  
Retrospective Data ◽  
Second Wave

The SARS-CoV-2 (COVID-19) pandemic called for the restructuring of National Health Service (NHS) surgical departments across the country. Initial guidance advised that patients undergoing elective surgery isolate for 14 days prior to their operation. As we learnt more about COVID-19 and its incubation period, at the Princess Royal University Hospital this guidance has been decreased to 72 h. We collected retrospective data for two patient cohorts that underwent elective surgery in June and September 2020, isolating for 14 days and 72 h, respectively. We followed-up these patients with several questions allowing us to categorise the cohorts into three groups based on their compliance with isolation measures and also to assess their satisfaction with the isolation process. Our data shows that only 16% of the June cohort and 53% of the September cohort isolated in accordance with the guidelines whilst patient satisfaction was 16% and 64% respectively. These results highlight a suboptimal compliance to pre-operative guidelines as well as an adverse effect on patient mental health and raise the issue of both patient and NHS staff safety. With the possibility of a COVID-19 second wave and for future pandemics, a clear evidence-based plan for pre-operative isolation is vital. Furthermore, consideration of patient adherence and satisfaction is key in deciding which guideline will be most effective.

scholarly journals Using Technology to Promote Patient Engagement in Nutrition Care: A Feasibility Study

Nutrients ◽  
2021 ◽  
Vol 13 (2) ◽  
pp. 314
Author(s):  
Shelley Roberts ◽  
Wendy Chaboyer ◽  
Zane Hopper ◽  
Andrea P. Marshall
Keyword(s):  
Patient Satisfaction ◽  
Patient Engagement ◽  
Early Discharge ◽  
Nutritional Risk ◽  
Dietary Intakes ◽  
Intervention Delivery ◽  
Nutrition Care ◽  
Tertiary Teaching ◽  
Hospital Patients ◽  
Tertiary Teaching Hospital

Empowering patients to participate in nutrition care during hospitalisation may improve their dietary intakes and associated outcomes. This study tested the acceptability and feasibility of a technology-based intervention to engage hospital patients in nutrition care at a tertiary teaching hospital in Australia. The hospital used an electronic foodservice system (EFS), by which patients ordered meals via bedside computers. Adults at nutritional risk received the nutrition technology (NUTRI-TEC) intervention, involving nutrition assessment, education on nutrition requirements and training on using the EFS to enter food intakes and monitor nutrition goals. Acceptability was assessed using patient satisfaction and engagement surveys. Feasibility was assessed by evaluating the intervention delivery/fidelity and patient recruitment/retention. Patients’ dietary intakes were observed daily to indicate the intervention’s effects and assess the accuracy of the patient-recorded intakes. Descriptive and inferential statistics were used to analyse the data. Of the 71 patients recruited, 49 completed the study (55% male; median (IQR) age 71 (65–78) years; length of stay 10 (7–14) days). Patient satisfaction with NUTRI-TEC was high. Intervention delivery and fidelity targets were met but recruitment (≥50%) and retention (≥75%) targets were not; only 31% of patients agreed to participate and 69% completed the study (mostly due to unexpected/early discharge). Patient- and researcher-recorded dietary intakes correlated strongly, indicating patients can record food intakes accurately using technology. This study highlights the important role technology is likely to play in facilitating patient engagement and improving care during hospitalisation.

scholarly journals Influence of healthcare institution managers' proactive approach to communication activities on patient satisfaction

2010 ◽  
Vol 67 (4) ◽  
pp. 267-271 ◽  
Author(s):  
Vinka Filipovic ◽  
Slavica Cicvaric ◽  
Velimir Stavljanin ◽  
Vesna Damnjanovic ◽  
Zoran Radojicic ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Customer Satisfaction ◽  
Public Relations ◽  
Positive Attitude ◽  
Healthcare Services ◽  
Healthcare Institution ◽  
Healthcare Sector ◽  
Ratio Test ◽  
Main Research ◽  
Proactive Approach

Background/Aim. Over the recent years customer satisfaction program as a tool for patient satisfaction has been recognized as an important issue in healthcare services. The aim of this preliminary study was to explore an influence of healthcare institution managers' approach and attitudes to marketing and public relations activities (communication activities), in the context of implementation of customer satisfaction programs, on patient satisfaction. Methods. The study was conducted among managers from different state-owned healthcare institutions (healthcare centers, clinics, hospitals) in Serbia. The structured questionnaire form, comprising both open and closed questions, was used as a main research tool. The total number of sent questionnaires was 120; 56 questionnaires were sent back, while 49 of them were valid. Results. It was shown that 42.9% of healthcare institutions apply proactive media approach, and that 35.7% of the organizations have a person who, besides his/her basic engagements, performs activities connected with marketing and public relations. Using Chi-square likelihood ratio test it is confirmed that these activities have a significant role in supporting customer satisfaction program implementation (p < 0.05). The results showed that in 69.4% cases, positive attitude of healthcare institutions managers toward marketing and public relations activities had positive influence on patient satisfaction (p < 0.05). Conclusion. Managers in healthcare sector in Serbia who used proactive approach toward media and who had already institutionalized communication activities with external stakeholders have a positive attitude to implementation of customer satisfaction program. Furthermore, managers' attitude toward communication activities has influence on patient satisfaction.

From Healthcare Services to E-Health Applications

2017 ◽  
pp. 909-940
Author(s):  
Riccardo Spinelli ◽  
Clara Benevolo
Keyword(s):  
Delivery System ◽  
Healthcare Services ◽  
Structural Features ◽  
Innovative Approach ◽  
Physical Interaction ◽  
Service Provisioning ◽  
New Approach ◽  
Healthcare Practice ◽  
Definition Of ◽  
Health Applications

The increasing adoption of ICT – and especially Internet-based technologies – in healthcare has been very fruitful and has led to the innovative approach to healthcare practice commonly known as e-health. However, the boundaries of this new approach to healthcare are not clear, as it is reflected by the various properties and taxonomies of e-health applications which have been proposed. In this chapter, we first review the definition of e-health and the main taxonomies for its constituents. Then we propose an original taxonomy for e-health applications, based on the structural features of the delivery system of the services which are digitalized: the need for a physical interaction between the subjects involved in the service provisioning and the possibility of delivering the services through Internet-based technology.

Is It Important for Healthcare Services to Place the Onus on Patient Satisfaction in Their Brand?

2021 ◽  
pp. 296-308
Author(s):  
Styliani Giossi ◽  
Achilleas G. Gkamanis ◽  
Georgios G. Gkamanis
Keyword(s):  
Patient Satisfaction ◽  
High Standard ◽  
Healthcare Services ◽  
Branding Strategy ◽  
Media Communication ◽  
Semiotic Approach ◽  
Linguistic Level ◽  
Social Media Communication ◽  
Clinical Equipment

Due to the advent of computers, internet, and social media communication, the marketing of services has changed, and consequently, organizations of any kind need to specify a brand image strategy and position it successfully in customer minds without cultural limitations. A semiotic approach for examining the branding strategy was applied on the websites of some healthcare services organizations which were taken as representative case studies. This research study seeks to point out the significance of the signs, either in the linguistic level or the iconic level of analysis, in order to make easily understandable the main issues of a branding strategy. The quality of services, the high standard of scientific expertise, and the availability of clinical equipment are the dominant issues of the examining branding strategies, whereas patient satisfaction and their further quality of life are completely ignored. A suggested innovative branding approach is shown to help entrepreneurs, branding designers, and marketers of healthcare services recognize the value of patient satisfaction.

Qualitative and Mixed-Method Approaches

2015 ◽  
pp. 147-166
Keyword(s):  
Focus Groups ◽  
Research Methods ◽  
Mixed Method ◽  
Field Observation ◽  
Qualitative Data ◽  
Inductive Research ◽  
Research Questions ◽  
Depth Interviews ◽  
Deductive Research

In this chapter, the juxtaposition and interconnection of deductive and inductive research methods are explored. Qualitative, inductive empirical tools are discussed in depth, specifically in-depth interviews, focus groups, and field observation. Students will learn how these methods are used to generate hypotheses, which can ultimately be tested using deductive research methods. The structure of inductive research questions, and how they differ from deductive research questions, is further addressed, as is how a researcher “makes sense” of qualitative data.

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