Through the patient's eyes: Factors associated with patient satisfaction in the office setting [electronic resource].

Nelson, Elizabeth Ann.
139 p.
Health services administration.
Local subjects:
Penn dissertations -- Nursing. (search)
Nursing -- Penn dissertations. (search)
System Details:
Mode of access: World Wide Web.
The impact of major changes in the health care system are being felt most acutely in the office setting. The act of measuring the quality of clinical care, well established in the hospital arena, is now advancing into the office setting. One key element in the measurement of quality is patient satisfaction. However, in the office setting, the components of patient satisfaction have not been comprehensively investigated. The purpose of this study was to identify factors in the office setting that are associated with patient satisfaction. To do this, an exploratory analysis of patient self-reported data was conducted. Study subjects were drawn from the American College of Physicians' National Database on Patient-Centered Care ( N = 3,165 patients from 70 internal medicine offices). Data were collected via the ACP Patient-Centered Care Questionnaire. Using parametric and non-parametric techniques, factors associated with patient satisfaction in the office setting were identified. Using multiple regression techniques, a series of models were developed, tested and compared resulting in the final model that accounted for the nested structure of the data (R 2 = .74). Five main factors that independently predicted patient satisfaction with care in the office setting emerged: the physician's clinical skill, the interpersonal skill of the physician, the interpersonal skill of the office staff, physician information giving, and coordination of care. These factors care provided by a skilled clinician. These findings have implications for the clinical encounter, clinician education, health care administration, payor policies and the quality of care research agenda.
Thesis (Ph.D. in Nursing) -- University of Pennsylvania, 2000.
Source: Dissertation Abstracts International, Volume: 61-03, Section: B, page: 1327.
Supervisor: Linda H. Aiken.
Local notes:
School code: 0175.
Aiken, Linda H., advisor
University of Pennsylvania.
Contained In:
Dissertation Abstracts International 61-03B.
Access Restriction:
Restricted for use by site license.
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