Do hospitals that do the right thing have more satisfied patients?

Health Care Management Review
Gabriel S TajeuNir Menachemi

Abstract

Hospital incentive payments are increasingly becoming tied to quality. However, the U.S. health care system continues to face rising health care costs and scarce workforce resources, making improving quality a challenge. Patient satisfaction and process quality are two areas of quality tied to reimbursement. Both are associated with positive health outcomes, but little is known about the relationship between the two. The purpose of this study is to determine if there is an association between process quality and patient satisfaction in a representative sample of U.S. hospitals. We utilize a pooled cross-sectional study design with year fixed effects from 2009 to 2011. We linked the Hospital Compare data set and the American Hospital Association Annual Survey of Hospitals (AHA) data set. We use a method prescribed by the Joint Commission to determine hospital-level process quality in three areas: heart failure, acute myocardial infarction, and pneumonia treatment. We then use regression models to measure the relationship between process quality and two measures of overall hospital patient satisfaction. After we control for hospital-level characteristics and year, we find that patient satisfaction is positively associated with al...Continue Reading

References

Mar 21, 2002·Journal of General Internal Medicine·A M FremontJ Z Ayanian
Nov 18, 2005·Health Care Management Review·Niccie L McKay, Mary E Deily
Aug 17, 2011·International Journal of Health Services : Planning, Administration, Evaluation·Ida Hellander

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Citations

Jul 7, 2017·Journal of Healthcare Management / American College of Healthcare Executives·Olena MazurenkoNir Menachemi
Mar 12, 2019·Journal of Child and Family Studies·Bonnie D KerkerSarah McCue Horwitz
May 7, 2020·Health Marketing Quarterly·Steven Leon, Makoto Nakayama

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