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Int J Qual Health Care. 2003 Aug;15(4):345-55.

Patient satisfaction with and recommendation of a hospital: effects of interpersonal and technical aspects of hospital care.

Author information

1
Institute of Health Policy & Management and Center for Health Policy Research, National Taiwan University, College of Public Health, Taipei, Taiwan. shcheng@ha.mc.ntu.edu.tw

Abstract

OBJECTIVES:

To examine patient satisfaction with and recommendation of a hospital, with a special focus on the correlation of these measures to patient ratings of interpersonal and technical performance of the hospital.

DESIGN:

Telephone survey of patients with four specific conditions after their discharge from hospitals.

SETTING:

Accredited district teaching hospitals and above, nationwide in Taiwan.

PARTICIPANTS:

A total of 4945 patients from 126 hospitals diagnosed with or undergoing procedures related to stroke, diabetes mellitus, Caesarean section, or appendectomy were interviewed by telephone.

MAIN OUTCOME MEASURES:

Overall patient satisfaction and recommendation were measured by single-item questions. Interpersonal skills were measured by three items: doctors' explanation, attitude, and caring. Technical skills were measured by another three items: hospital equipment, clinical competence, and outcome of treatment.

RESULTS:

Interpersonal skills were as influential or more influential than clinical competence on patient satisfaction for three of the four disease categories. In contrast, technical competence was a more influential predictor for recommendation for patients in all four disease categories.

CONCLUSION:

The preliminary results imply that a hospital with high percentage of patient satisfaction does not necessarily receive a high level of recommendation. This finding provides new insights for researchers and for hospital managers who devote resources exclusively for achieving the highest possible levels of patient satisfaction.

PMID:
12930050
DOI:
10.1093/intqhc/mzg045
[Indexed for MEDLINE]

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