Presentation (Project) Title

Patient Satisfaction by Gender

Mentor Information

Donna Ettel-Gambino (Judy Genshaft Honors College)

Presentation Format

Event

Abstract

The quality of care received from providers may impact the satisfaction of the patient experience. There have been numerous studies regarding patient satisfaction, especially retrospective studies that document changes that were made within hospitals and healthcare networks analyzing whether or not changes generated significant findings. Patient satisfaction was also found to be highly correlated with aspects of healthcare that people take for granted such as functioning medical instruments and careful explanation of diagnosis and treatment. This project examines key drivers relating to patient satisfaction in this Midwestern United States multi-hospital system. A quantitative causal comparative approach identified key drivers to improve patient satisfaction while simultaneously increasing quality outcomes for hospitalized patients. A retrospective review was conducted of patients’ verbatim comments derived from post-discharge satisfaction scores utilizing a MANOVA. The following themes were identified: Facilities/Environment, Care Team, System/ Organization, Provider, Nurses, Administration/Reception, and Timeliness. Results of the MANOVA showed statistically significant differences with the following two criteria: system/organization and facility/environment. Overall, 69% of patients expressed satisfaction with the system/organization, and 74% of patients reported satisfaction with the facility/ environment. These findings indicated a correlation between gender and patient satisfaction, with females reporting greater satisfaction scores. Limited healthcare resources require efficient and effective process improvement efforts in order to maximize the patient care experience at this Midwestern multi-hospital system in the United States. This information may assist caretakers and administrators with the appropriate data-driven evidence in order to make informed decisions and implement system and process changes that will maximize the patient care experience.

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Patient Satisfaction by Gender

The quality of care received from providers may impact the satisfaction of the patient experience. There have been numerous studies regarding patient satisfaction, especially retrospective studies that document changes that were made within hospitals and healthcare networks analyzing whether or not changes generated significant findings. Patient satisfaction was also found to be highly correlated with aspects of healthcare that people take for granted such as functioning medical instruments and careful explanation of diagnosis and treatment. This project examines key drivers relating to patient satisfaction in this Midwestern United States multi-hospital system. A quantitative causal comparative approach identified key drivers to improve patient satisfaction while simultaneously increasing quality outcomes for hospitalized patients. A retrospective review was conducted of patients’ verbatim comments derived from post-discharge satisfaction scores utilizing a MANOVA. The following themes were identified: Facilities/Environment, Care Team, System/ Organization, Provider, Nurses, Administration/Reception, and Timeliness. Results of the MANOVA showed statistically significant differences with the following two criteria: system/organization and facility/environment. Overall, 69% of patients expressed satisfaction with the system/organization, and 74% of patients reported satisfaction with the facility/ environment. These findings indicated a correlation between gender and patient satisfaction, with females reporting greater satisfaction scores. Limited healthcare resources require efficient and effective process improvement efforts in order to maximize the patient care experience at this Midwestern multi-hospital system in the United States. This information may assist caretakers and administrators with the appropriate data-driven evidence in order to make informed decisions and implement system and process changes that will maximize the patient care experience.