Understanding Patient Willingness to Recommend and Return : A Strategy for Prioritizing Improvement Opportunities.
Beginning in April 1995, an ongoing, comprehensive measurement system has been developed and refined at BJC Health System, a regional integrated delivery and financing system serving the St Louis metropolitan area, mid-Missouri, and Southern Illinois, to assess patient satisfaction with inpatient treatment, outpatient treatment, outpatient surgery, and emergency care.
This system has provided the mechanism for identifying opportunities, setting priorities, and monitoring the impact of improvement initiatives.
Satisfaction with key components of the care process among 23,361 patients (7,083 inpatients, 8,885 patients undergoing outpatient tests/procedures, 5,356 patients undergoing outpatient surgery, and 2,037 patients receiving emergency care) at 15 BJC Health System facilities was assessed through weekly surveys administered in April 1995 through December 1996.
Structural equation models were developed to identify the key predictors of patient advocation-willingness to return for or recommend care.
Across all venues of care the compassion provided to patients had the strongest relationship to patient advocation.
Within each venue of care, however, a slightly different set of secondary factors emerged.
The resulting models provided important information to help prioritize competing improvement opportunities in BJC Health System. (...)
Mots-clés Pascal : Clientèle, Amélioration, Enquête, Hôpital, Etats Unis, Satisfaction, Utilisateur, Qualité, Soin
Mots-clés Pascal anglais : Clientele, Improvement, Survey, Hospital, United States, Satisfaction, User, Quality, Care
Notice produite par :
ORS Auvergne - Observatoire Régional de la Santé d'Auvergne
Code Inist : 002B30A11. Création : 06/10/1999.