Analyzing patient satisfaction in a rural wound care center

IF 3.8 Q2 MANAGEMENT
E. Cudney, Clair A. Reynolds Kueny, S. Murray
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Abstract

PurposeAs healthcare continues to become more expensive and complex, considering the voice of the patient in the design and operation of healthcare practices is important. Wound care and rural healthcare scenarios pose additional complexities for providers and patients. This study sought to identify key determinants of patient service quality in wound care.Design/methodology/approachPatients at the wound care/ostomy clinic (WOC) in a rural hospital were surveyed using the Kano model. The Kano model enables the categorization of quality attributes based on the attributes' contribution to the subject's overall satisfaction (and dissatisfaction). Chi-square goodness-of-fit testing, multinomial analysis and power analysis were then used to determine the Kano categories for each satisfaction-related attribute.FindingsThe analyses resulted in 14 one-dimensional attributes and 3 indeterminable attributes. For the one-dimensional attributes, customer satisfaction is directly proportional to the level of performance for that attribute. The one-dimensional attributes included providing correct care on the first, provision of necessary supplies for care, appropriately qualified medical staff and confidence in care provided by medical staff, among others. Understanding the attributes important to the patient drive patient-centered care, which improves positive patient outcomes and recovery. These attributes can then be used by healthcare professionals to design patient-centric processes and services. This research provides a framework for incorporating the voice of the patient into healthcare services.Research limitations/implicationsWhile the research methodology can be used in other healthcare settings, the findings are not generalizable to other wound care clinics. This research was conducted in one small, rural hospital. In addition, the sample size was small due to the size of the wound clinic; therefore, an analysis of the differences between demographics could not be performed.Practical implicationsConsidering the perspectives of rural wound care patients is important, as the patients are an under-served population with unique challenges related to patient care. The research findings detail rural patients' expectations during wound care treatments, which enable the clinic to focus on improving patient satisfaction. This research contributes to understanding the factors that are important to patient satisfaction in wound care. Further, the methodology presented can be applied to other healthcare settings.Originality/valueWhile studies exist using the Kano model in healthcare and the literature is sparse in rural healthcare, this is the first case study using the Kano model in wound care to understand patient preferences.
某农村创伤护理中心患者满意度分析
目的随着医疗保健变得越来越昂贵和复杂,在医疗保健实践的设计和操作中考虑患者的声音很重要。伤口护理和农村医疗场景给提供者和患者带来了额外的复杂性。本研究旨在确定伤口护理中患者服务质量的关键决定因素。设计/方法/方法使用卡诺模型对农村医院伤口护理/造口术诊所(WOC)的患者进行调查。卡诺模型能够根据质量属性对受试者整体满意度(和不满意度)的贡献对质量属性进行分类。然后使用卡方拟合优度检验、多项式分析和幂分析来确定每个满意度相关属性的卡诺类别。结果分析得到14个一维属性和3个不确定性属性。对于一维属性,客户满意度与该属性的性能水平成正比。一维属性包括首先提供正确的护理、提供必要的护理用品、合格的医务人员以及对医务人员提供的护理的信心等。了解患者驱动以患者为中心的护理的重要属性,从而改善患者的积极结果和康复。然后,医疗保健专业人员可以使用这些属性来设计以患者为中心的流程和服务。这项研究为将患者的声音纳入医疗服务提供了一个框架。研究局限性/含义虽然研究方法可用于其他医疗环境,但这些发现不能推广到其他伤口护理诊所。这项研究是在一家小型农村医院进行的。此外,由于创伤诊所的规模,样本量较小;因此,无法对人口统计数据之间的差异进行分析。实际意义考虑农村伤口护理患者的观点很重要,因为患者是一个服务不足的人群,在患者护理方面面临着独特的挑战。研究结果详细说明了农村患者在伤口护理治疗期间的期望,这使诊所能够专注于提高患者满意度。这项研究有助于了解在伤口护理中对患者满意度很重要的因素。此外,所提出的方法可以应用于其他医疗保健环境。原创性/价值虽然在医疗保健中使用卡诺模型的研究存在,而在农村医疗保健中的文献很少,但这是第一个在伤口护理中使用卡诺模式来了解患者偏好的案例研究。
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来源期刊
TQM Journal
TQM Journal Business, Management and Accounting-Business, Management and Accounting (all)
CiteScore
9.10
自引率
0.00%
发文量
114
期刊介绍: Commitment to quality is essential if companies are to succeed in a commercial environment which will be virtually unrecognizable in less than a decade. Changing attitudes, changing perspectives and changing priorities will revolutionise the structure and philosophy of future business practice - and TQM will be at the heart of that metamorphosis. All aspects of preparing for, developing, introducing, managing and evaluating TQM initiatives.
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