PMID: 9651792Jul 4, 1998Paper

What health professionals can do to identify and resolve patient dissatisfaction

The Joint Commission Journal on Quality Improvement
J W PichertG B Hickson

Abstract

Patient satisfaction affects consistency of self-care, health outcomes, level of service utilization, choice of health professionals, and decisions to sue in the face of adverse outcomes. Understanding patients' specific dissatisfactions may help health professionals and administrators identify and rectify organizational deficiencies before they become costly. As part of a series of research projects, more than 12,000 patient/family complaint narratives were examined in which patients or patients' family members told interviewers or patient advocates about the care they received from their health professionals in both inpatient and outpatient settings. Complaints may be categorized as involving issues of care and treatment, communication, humaneness, access and availability, environment, and billing/payment. Even though caregivers may not have control over all the factors that lead to dissatisfaction, they can often hear and address complaints. As a result, they may not only contribute to quality of care but improve the systems in which they practice. The challenges are how to prevent dissatisfaction in the first place, and, if it does occur, to identify and if possible rectify patient concerns. Three case studies are provided....Continue Reading

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Citations

Jan 28, 2004·Academic Medicine : Journal of the Association of American Medical Colleges·Marcia M WoffordPeter R Lichstein
Sep 20, 2008·International Journal for Quality in Health Care : Journal of the International Society for Quality in Health Care·Theresa MontiniHenry Thomas Stelfox
Jun 26, 2012·Health Care Management Review·Rebecca M OlsenDavid Ortinau
Jun 12, 2010·International Journal of Health Care Quality Assurance·Sophie Yahui Hsieh
Jun 15, 2014·Advances in Health Sciences Education : Theory and Practice·Walther N K A van MookCees P M van der Vleuten
Apr 20, 2001·The Journal of Ambulatory Care Management·M Drain
Jun 14, 2015·International Journal for Quality in Health Care : Journal of the International Society for Quality in Health Care·Reema HarrisonMerrilyn Walton
Apr 28, 2005·AJR. American Journal of Roentgenology·Lane F Donnelly, Janet L Strife
Feb 26, 2010·Teaching and Learning in Medicine·Christine SullivanPaula Godrey
Mar 26, 2014·International Journal of Health Care Quality Assurance·Mohammad ArabAbbas Rahimi Forooshani
Mar 16, 2006·International Journal for Quality in Health Care : Journal of the International Society for Quality in Health Care·David TaylorGeraldine McDonald
Sep 18, 2012·Academic Emergency Medicine : Official Journal of the Society for Academic Emergency Medicine·Kirsten G EngelJames G Adams
Jul 6, 2004·The Medical Journal of Australia·David McD TaylorPeter A Cameron

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