College
College of Arts and Sciences
Mentor Information
Donna Lee Ettel-Gambino
Description
Identifying the most effective approach to enhancing service quality and patient satisfaction may be challenging for providers. Efficient communication between healthcare providers and patients is frequently mentioned as a fundamental element of favorable patient experiences. The purpose of this study was to examine patient satisfaction regarding ‘interpersonal communication’ within a multi-hospital system. A quantitative, causal-comparative design was used to identify differences across groups. The independent variable was the floor the patient was admitted to. The dependent variables were the patients' responses to satisfaction survey questions including: 1) Friendliness of hospital staff; 2) Explanations provided in a way patients could easily understand; 3) Staff were able to meet the needs of the patient and family; 4) Procedures were explained satisfactorily. Initially, a MANOVA was conducted to compare differences across groups. For significant findings, one-way ANOVA contrasts were conducted on each dependent variable. The MANOVA results revealed statistically significant differences as evidenced by Wilk’s Λ (8, 428 = 0.78, pp< 0.001); 2) Most patients (90%) agreed that ‘explanations’ were provided in a way they could easily understand l(p< 0.01); and 3) Many patients (87%) reported that staff consistently ‘met the needs’ of both the patient and their family (p<0.05). Healthcare leaders often focus on certain metrics to enhance hospital performance and patient satisfaction, despite the interconnectedness of patient experience and provider-patient communication.1 Additionally, it plays an essential role in influencing patients' intentions and behaviors.
Crossing the Quality Communication Chasm Among Inpatients
Identifying the most effective approach to enhancing service quality and patient satisfaction may be challenging for providers. Efficient communication between healthcare providers and patients is frequently mentioned as a fundamental element of favorable patient experiences. The purpose of this study was to examine patient satisfaction regarding ‘interpersonal communication’ within a multi-hospital system. A quantitative, causal-comparative design was used to identify differences across groups. The independent variable was the floor the patient was admitted to. The dependent variables were the patients' responses to satisfaction survey questions including: 1) Friendliness of hospital staff; 2) Explanations provided in a way patients could easily understand; 3) Staff were able to meet the needs of the patient and family; 4) Procedures were explained satisfactorily. Initially, a MANOVA was conducted to compare differences across groups. For significant findings, one-way ANOVA contrasts were conducted on each dependent variable. The MANOVA results revealed statistically significant differences as evidenced by Wilk’s Λ (8, 428 = 0.78, pp< 0.001); 2) Most patients (90%) agreed that ‘explanations’ were provided in a way they could easily understand l(p< 0.01); and 3) Many patients (87%) reported that staff consistently ‘met the needs’ of both the patient and their family (p<0.05). Healthcare leaders often focus on certain metrics to enhance hospital performance and patient satisfaction, despite the interconnectedness of patient experience and provider-patient communication.1 Additionally, it plays an essential role in influencing patients' intentions and behaviors.
