Abstract
Hospital consumer assessment of healthcare providers and systems (HCAHPS) patient survey data were analysed to identify relationships between survey response rate and overall rating of patient satisfaction by survey response size and to identify similarities among variables of patient satisfaction by response size and hospital characteristics. The survey response rates were correlated with patient satisfaction, suggesting that patients choice of ratings with a neutral or good connotation actually means lower ratings. The structure of patient satisfaction differed with hospital size and hospital specialty. Some variables did not change membership in a cluster, but other variables did so in other clusters. To improve overall patient satisfaction, more attention should be paid to the relationships between the factors of patient satisfaction and their changes. Distance scaling may reveal different aspects of patient satisfaction.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Donabedian A (1966) Evaluating the quality of medical care. Millbank Mem Fund Q 44:166–206
William B (1994) Patient satisfaction a valid concept? Soc Sci Med 38(4):509–516
Linder-Pelz S (1982) Toward a theory of patient satisfaction. Soc Sci Med 16:577–582
Linder-Pelz S (1982) Social psychological determinants of patient satisfaction: a test of five hypotheses. Soc Sci Med 16:583–589
Fishbein M, Ajzen I (1975) Belief, attitude, intention, and behavior: an introduction to theory and research. Addison-Wesley, Reading. http://people.umass.edu/aizen/f&a1975.html. Accessed 26 Mar 2015
Crow R, Gage H, Hampson S, Hart J, Kimber A, Storey T, Thomas H (2006) The measurement of satisfaction with healthcare: implications for practice from a systematic review of the literature. Health Technol Assess 6(32):1–244
Sitzia J, Wood N (1997) Patient satisfaction: a review of issues and concepts. Soc Sci Med 45(12):1829–1843
Okuda M, Yasuda A, Tsumoto S (2013) The relationship between wait time and outpatient satisfaction, and between admission length and inpatient satisfaction. J Shimane Med Assoc 33(3):8–13
Faber M, Bosch M, Wollersheim H, Leatherman S, Grol R (2009) Public reporting in health care: how do consumers use quality-of-care information? A systematic review. Med Care 47(1):1–8
https://data.medicare.gov/. Accessed 4 Apr 2014
Barkley WM, Furse DH (1996) Changing priorities for improvement: the impact of low response rates in patient satisfaction. J Qual Improv 22(6):427–433
Izenman AJ (2008) Modern multivariate statistical techniques: regression, classification, and manifold learning, Springer texts in statistics. Springer, New York, pp 1–16
Ibe T, Nakanishi M (2011) Kango keiei keizairon. Japanese Nursing Association Publishing Company, Tokyo
Goldstein E, Farquhar M, Crofton C, Darby C, Garfinkel S (2005) Measuring hospital care from the patients’ perspective: an overview of the CAHPS hospital survey development process. Health Serv Res 40:1977–1995
O’Malley AJ, Zaslavsky AM, Hays RD, Hepner KA, Keller S, Cleary PD (2005) Exploratory factor analyses of the CAHPS Hospital Pilot Survey responses across and within medical, surgical, and obstetric services. Health Serv Res 40(6):2078–2095
Giordano LA, Elliott MN, Goldstein E, Lehrman WG, Spencer PA (2010) Development implementation, and public reporting of the HCAHPS Survey. Med Care Res Rev 67:27–37
http://www.aha.org/. Access date, 24 Apr 2014
Jha AK, Orav EJ, Zheng J, Epstein AM (2008) Patients’ perception of hospital care in the United States. N Engl J Med 359:1921–1931
http://www.r-project.org/. Accessed 4 Feb 2015
Izenman AJ (2008) Modern multivariate statistical techniques, cluster analysis, Springer texts in statistics. Springer, New York, pp 407–462
Izenman AJ (2008) Modern multivariate statistical techniques, correspondence analysis, Springer texts in statistics. Springer, New York, pp 633–666
Izenman AJ (2008) Modern multivariate statistical techniques, multidimensional scaling and distance geometry, Springer texts in statistics. Springer, New York, pp 463–504
Likert R (1932) A technique for the measurement of attitudes. Arch Psychol 140:5–55
http://www.merriam-webster.com/. Accessed 2 Apr 2015
Hall JA, Dornan MC (1990) Patient sociodemographic characteristics as predictors of satisfaction with medical care: a meta-analysis. Soc Sci Med 30:811–818
Calnan M (1988) Towards a conceptual framework of lay evaluation of health care. Soc Sci Med 27(9):927–933
Collins K, O’Cathain A (2003) The continuum of patient satisfaction from satisfied to very satisfied. Soc Sci Med 57:2465–2470
Larrabee JH, Bolden LV (2001) Defining patient-perceived quality of nursing care. J Nurs Care Qual 16(1):34–60
O’Connell B, Young J, Twigg D (1999) Patient satisfaction with nursing care: a measurement conundrum. Int J Nurs Pract 5(2):72–77
Wagner D, Bear MJ (2009) Patient satisfaction with nursing care: a concept analysis within a nursing framework. J Adv Nurs 65(3):692–701
Woodside AG, Frey LL, Daly RT (1989) Linking service quality, customer satisfaction, and behavioural intention. J Health Care Mark 9(4):5–17
OECD Health Data (2014) http://www.oecd.org/els/health-systems/health-data.htm
Donabedian A (1988) The quality of care, how can it be assessed. JAMA 260(12):23–30
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2016 Springer Japan
About this paper
Cite this paper
Okuda, M., Yasuda, A., Tsumoto, S. (2016). Exploratory Analysis of Factors of Patient Satisfaction in HCAHPS Databases. In: Maeno, T., Sawatani, Y., Hara, T. (eds) Serviceology for Designing the Future. ICServ 2014. Springer, Tokyo. https://doi.org/10.1007/978-4-431-55861-3_16
Download citation
DOI: https://doi.org/10.1007/978-4-431-55861-3_16
Publisher Name: Springer, Tokyo
Print ISBN: 978-4-431-55859-0
Online ISBN: 978-4-431-55861-3
eBook Packages: EngineeringEngineering (R0)