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Patient satisfaction: A review of issues and concepts

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  • Sitzia, John
  • Wood, Neil
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    Abstract

    This review presents issues arising from an analysis of over 100 papers published in the field of patient satisfaction. The published output appearing in the medical and nursing literature which incorporated the term "patient satisfaction" rose to a peak of over 1000 papers annually in 1994, reflecting changes in service management especially in the U.K. and U.S.A. over the past decade. An introductory section discusses the setting and measurement of patient satisfaction within this wider context of changes in service delivery. Various models are examined that have attempted to define and interpret the idea of determining individual perceptions of the quality of health care delivered. Determinants of satisfaction are examined in relation to the literature on expectations, and demographic and psychosocial variables. These are distinguished from the multidimensional components of satisfaction as aspects of the delivery of care, identified by many authors. The review highlights the complexity and breadth of the literature in this field, the existence of which is often not acknowledged by researchers presenting the findings of studies.

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    File URL: http://www.sciencedirect.com/science/article/B6VBF-3SX2J3N-W/2/1c8d83bc20c5e6ffefc01c8e933b3cca
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    Bibliographic Info

    Article provided by Elsevier in its journal Social Science & Medicine.

    Volume (Year): 45 (1997)
    Issue (Month): 12 (December)
    Pages: 1829-1843

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    Handle: RePEc:eee:socmed:v:45:y:1997:i:12:p:1829-1843

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    Related research

    Keywords: patient satisfaction consumer satisfaction evaluation;

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    Citations

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    Cited by:
    1. Radin, Dagmar, 2013. "Does corruption undermine trust in health care? Results from public opinion polls in Croatia," Social Science & Medicine, Elsevier, vol. 98(C), pages 46-53.
    2. Murante, Anna Maria & Vainieri, Milena & Rojas, Diana & Nuti, Sabina, 2014. "Does feedback influence patient - professional communication? Empirical evidence from Italy," Health Policy, Elsevier, vol. 116(2), pages 273-280.
    3. Gene-Badia, Joan & Escaramis-Babiano, Georgia & Sans-Corrales, Mireia & Sampietro-Colom, Laura & Aguado-Menguy, Francoise & Cabezas-Pena, Carmen & Puelles, Pedro Gallo de, 2007. "Impact of economic incentives on quality of professional life and on end-user satisfaction in primary care," Health Policy, Elsevier, vol. 80(1), pages 2-10, January.
    4. Toni Mora, 2008. "The relevance of satisfaction with coverage for health care utilization: evidence from Catalonia," Hacienda Pública Española, IEF, vol. 184(1), pages 99-116, April.
    5. Mpinga, Emmanuel Kabengele & Chastonay, Philippe, 2011. "Satisfaction of patients: A right to health indicator?," Health Policy, Elsevier, vol. 100(2), pages 144-150.
    6. Lee, Henry & Vlaev, Ivo & King, Dominic & Mayer, Erik & Darzi, Ara & Dolan, Paul, 2013. "Subjective well-being and the measurement of quality in healthcare," Social Science & Medicine, Elsevier, vol. 99(C), pages 27-34.
    7. Rosen, Per & Anell, Anders & Hjortsberg, Catharina, 2001. "Patient views on choice and participation in primary health care," Health Policy, Elsevier, vol. 55(2), pages 121-128, February.
    8. Seijas Díaz , Amparo & Iglesias Gómez , Guillermo, 2013. "Evolution of productivity and relation with satisfaction in hospital care and specialized care of Autonomous Communities Health Systems," Investigaciones Regionales, Asociación Española de Ciencia Regional, issue 27, pages 7-32.
    9. Iversen, Tor & Lurås, Hilde, 2011. "Patient switching in general practice," Journal of Health Economics, Elsevier, vol. 30(5), pages 894-903.

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