住院病人满意度的决定因素:来自瑞士的证据。

IF 1 Q4 HEALTH POLICY & SERVICES
Stephan Tobler, Harald Stummer
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引用次数: 1

摘要

目的:处理现代卫生保健系统质量问题和增加成本的一种常见方法是通过公开报告提高透明度。因此,患者满意度被视为报告的一个主要结果。先前的研究提出了几个相关因素。其中只有少数包括有可能通知卫生保健提供者管理的组织决定因素。因此,本研究的目的是探讨组织突发因素对患者满意度的影响。设计/方法/方法:作为一个案例,使用了瑞士的住院康复部门。其中,采用探索性多元线性回归(MLR)建模方法对公开发布的二手数据进行横断面研究。结果:发现5个影响患者满意度的显著因素。他们声称42.2%的满意度差异在提供者水平上。组织补充参保患者、工作人员薪酬、门诊患者、外诊患者和常住人口与患者满意度呈显著相关。研究局限性/启示:利用公开可用的横断面数据,统计上无法证明因果关系。然而,将常规数据与组织理论相结合可以为进一步的研究提供帮助。实践启示:在住院患者满意度方面,提供者管理者的改进杠杆如下:第一,服务提供应根据患者的需求、期望和环境进行定制;第二,员工的薪酬要足够,防止员工不满;第三,主业要优先,避免浪费。原创性/价值:以前关于公开报告的研究通常是理论性的,很少使用组织变量作为相关结果的决定因素。因此,统一的数据是有用的。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Determinants of inpatient satisfaction: evidence from Switzerland.

Purpose: A common way to handle quality problems and increasing costs of modern health care systems is more transparency through public reporting. Thereby, patient satisfaction is seen as one main reported outcome. Previous studies proposed several associated factors. Only a few of them included organizational determinants with potential to inform the health care provider's management. Therefore, the aim of this study was to investigate the influence of organizational contingency factors on patient satisfaction.

Design/methodology/approach: As a case, Switzerland's inpatient rehabilitation sector was used. Therein, a cross-sectional study of public released secondary data with an exploratory multiple linear regression (MLR) modeling approach was conducted.

Findings: Five significant influencing factors on patient satisfaction were found. They declared 42.2% of the variance in satisfaction on provider level. The organizations' supplementary insured patients, staff payment, outpatients, extracantonal patients and permanent resident population revealed significant correlations with patient satisfaction.

Research limitations/implications: Drawing on publicly available cross-sectional data, statistically no causality can be proved. However, integration of routine data and organization theory can be useful for further studies.

Practical implications: Regarding inpatient satisfaction, improvement levers for providers' managers are as follow: first, service provision should be customized to patients' needs, expectations and context; second, employees' salary should be adequate to prevent dissatisfaction; third, the main business should be prioritized to avoid frittering.

Originality/value: Former studies regarding public reporting are often atheoretical and rarely used organizational variables as determinants for relevant outcomes. Therefore, uniformed data are useful.

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来源期刊
CiteScore
4.00
自引率
6.70%
发文量
6
期刊介绍: ■Successful quality/continuous improvement projects ■The use of quality tools and models in leadership management development such as the EFQM Excellence Model, Balanced Scorecard, Quality Standards, Managed Care ■Issues relating to process control such as Six Sigma, Leadership, Managing Change and Process Mapping ■Improving patient care through quality related programmes and/or research Articles that use quantitative and qualitative methods are encouraged.
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