New Findings Highlight the Misdirected Utilization of Patient Satisfaction Surveys and the Importance of Patient Psychology in General Medical Care

2015 ◽  
Vol 97 (10) ◽  
pp. e48
Author(s):  
Robert J. Barth
Keyword(s):  
Patient Satisfaction ◽  
Medical Care ◽  
General Medical Care ◽  
New Findings ◽  
Satisfaction Surveys

Measuring patient satisfaction with medical services using social media generated data

2018 ◽  
Vol 31 (2) ◽  
pp. 96-105 ◽  
Author(s):  
Simon Geletta
Keyword(s):  
Social Media ◽  
Patient Satisfaction ◽  
Health Service ◽  
Medical Care ◽  
Physical Therapists ◽  
Satisfaction Score ◽  
Medical Services ◽  
Content Type ◽  
Data Source ◽  
Satisfaction Surveys

Purpose The purpose of this paper is to discuss the results of an effort to use social media generated data for measuring patient satisfaction with medical care services. Traditionally, scientifically designed patient satisfaction surveys are used to provide such measurements. The goal here is to evaluate the possibility of supplementing patient satisfaction surveys with social media generated patient satisfaction measurements such that the later can be used either as validation or replacement for the former. Although surveys are scientifically designed to yield dependable results, recent studies have revealed multiple factors relating to the methods currently used for survey data collection, that may be contributing to the limitations of many survey results. In light of such criticisms, this study explored the possibility of using the increasing popular and proactively generated consumer ratings through the pervasive social media as data source for satisfaction measurement. The average satisfaction scores created from such data are then used to compare levels of satisfaction among five types of health service businesses. Design/methodology/approach The data used in this research are garnered from the consumer review social media site called “Yelp!”. Ratings and reviews that are related to health and medical services were extracted from the “Yelp!” database. The types of services that are identified by consumers are standardized to typologies that are traditionally used in health service research. Five types of services were targeted – general practice physician offices, physician specialty services, dentists, hospitals and physical therapy services. The “five-star” rating systems were re-coded to form a five-point ordinal scale variable to represent “satisfaction score”. Findings The Yelp! data-based measurement of patient satisfaction produced an overall satisfaction score of 3.8 (SD=1.7) for the sampled services. The average satisfaction score per type of service ranged from 3.16 (SD=1.83) for specialty physicians to 4.52 (SD=1.57) for physical therapists. In general, dentists and physical therapists received higher average satisfaction scores as compared to the other medical services. Research limitations/implications Because this study was meant to evaluate the utility of social media generated data to measure satisfaction, in general, the estimates cannot be construed as representative of any underlying geographically defined population. They, however, do have a “cohort” interpretability. This limitation is not inherent to the use of the data source. If some geographically identifiable representation of the measurement data is desired, identifiable business data can be generated from the Yelp! system to specifically target relevant populations following the method that are tested in this study. Practical implications Under certain circumstances, such as the size and maturity of the gathered data, social media generated data can be a useful as a “fortuitous” alternative to satisfaction surveys for evaluating patient satisfaction with medical care. This is propitious as there have been some indication by studies that the advent of communication media in the twenty-first century may be undermining the reliability of scientifically designed surveys. Originality/value The use of social media generated data as “alternative” or “secondary” data source for research use is currently being widely investigated. To the author’s knowledge, this is the only paper that evaluated the use of “Yelp!” data as a possible source for population-based formal satisfaction measurement for healthcare services.

Patient Satisfaction in Workers' Compensation Medical Care

2007 ◽  
Vol 19 (3) ◽  
pp. 204 ◽  
Author(s):  
Hwa Pyung Lee ◽  
Hyoung June Im ◽  
Young Su Ju ◽  
Young Jun Kwon ◽  
Hee Tae Kang ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Medical Care ◽  
Workers Compensation

scholarly journals Factors affecting patient satisfaction with ecdemic medical care: a cross-sectional study in Nanchang, China

2018 ◽  
Vol Volume 12 ◽  
pp. 1373-1382 ◽  
Author(s):  
Xiaojun Liu ◽  
Hanson Lu ◽  
Yanan Wang ◽  
Wenjie Wang ◽  
Zhaoxun Hou ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Medical Care ◽  
Cross Sectional Study ◽  
Sectional Study ◽  
Cross Sectional ◽  
Factors Affecting

scholarly journals Implemented Interventionsat the Naef K. Basile Cancer Institute to Protect Patients and Medical Personnel From COVID Infections: Effectiveness and Patient Satisfaction

2021 ◽  
Vol 11 ◽  
Author(s):  
Jean El Cheikh ◽  
Samantha El Warrak ◽  
Nohra Ghaoui ◽  
Farouk Al Chami ◽  
Maya Shahbaz ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Medical Care ◽  
Medical Center ◽  
Treatment Protocol ◽  
Patient Centered ◽  
Oncology Patients ◽  
Oncology Patient ◽  
Safety Measures ◽  
Viral Spread ◽  
First Case

BackgroundThe Coronavirus Disease 2019 (COVID-19) was declared a pandemic by WHO in March 2020. The first case of COVID-19 was identified in Lebanon on the 21st of February 2020, amid a national economic crisis. As the numbers of cases increased, ICU admissions and mortality rose, which led hospitals across Lebanon to take certain safety measures to contain the virus. The Naef K. Basile Cancer Institute (NKBCI) at the American University of Beirut Medical Center handles oncology outpatient visits and outpatient treatment protocol infusions. The aim of this study is to evaluate the efficacy of the safety measures put forth by the NKBCI early in the pandemic.MethodsOncology patients are amongst the immunosuppressed population, who are at greatest risk of contracting COVID-19 and consequently suffering its complications. In this manuscript, we evaluated the precautionary measures implemented at the NKBCI of AUBMC from March 1st to May 31st of 2020, by surveying oncology patients on the telephone who had live and virtual appointments in both the oncology outpatient clinics and infusion unit. We conducted a prospective study of 670 oncology patients who had appointments at the NKBCI during this period and used their answers to draw responses about patient satisfaction towards those safety measures.ResultsOur results involved 387 responses of oncology patients who visited the NKBCI during the period of March 1st to May 31st of 2020. 99% of our respondents gave a rating of good to excellent with these new measures. The option of online consultation was given to 35% in the hematology group compared to 19% in those with solid tumors (p=0.001). From the total, 15% of patients opted for the telemedicine experience as a new implemented strategy to provide patient-centered medical care. Of this group of patients, 22% faced problems with connectivity and 19% faced problems with online payment.ConclusionNKBCI was competent in following the WHO guidelines in protecting the oncology patient population. Feedback collected from the surveys will be taken into account by the committee of the NKBCI to develop new safety measures that can better control viral spread while providing patient-centered medical care.

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