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Predictors of patient satisfaction

Author

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  • Jackson, Jeffrey L.
  • Chamberlin, Judith
  • Kroenke, Kurt

Abstract

Correlates of patient satisfaction at varying points in time were assessed using a survey with 2-week and 3-month follow-up in a general medicine walk-in clinic, in USA. Five hundred adults presenting with a physical symptom, seen by one of 38 participating clinicians were surveyed and the following measurements were taken into account: patient symptom characteristics, symptom-related expectations, functional status (Medical Outcomes Study Short-Form Health Survey [SF-6]), mental disorders (PRIME-MD), symptom resolution, unmet expectations, satisfaction (RAND 9-item survey), visit costs and health utilization. Physician perception of difficulty (Difficult Doctor-Patient Relationship Questionnaire), and Physician Belief Scale. Immediately after the visit, 260 (52%) patients were fully satisfied with their care, increasing to 59% at 2 weeks and 63% by 3 months. Patients older than 65 and those with better functional status were more likely to be satisfied. At all time points, the presence of unmet expectations markedly decreased satisfaction: immediately post-visit (OR: 0.14, 95% CI: 0.07-0.30), 2-week (OR: 0.07, 95% CI: 0.04-0.13) and 3-month (OR: 0.05, 95% CI: 0.03-0.09). Other independent variables predicting immediate after visit satisfaction included receiving an explanation of the likely cause as well as expected duration of the presenting symptom. At 2 weeks and 3 months, experiencing symptomatic improvement increased satisfaction while additional visits (actual or anticipated) for the same symptom decreased satisfaction. A lack of unmet expectations was a powerful predictor of satisfaction at all time-points. Immediately post-visit, other predictors of satisfaction reflected aspects of patient-doctor communication (receiving an explanation of the symptom cause, likely duration, lack of unmet expectations), while 2-week and 3-month satisfaction reflected aspects of symptom outcome (symptom resolution, need for repeat visits, functional status). Patient satisfaction surveys need to carefully consider the sampling time frame as well as adjust for pertinent patient characteristics.

Suggested Citation

  • Jackson, Jeffrey L. & Chamberlin, Judith & Kroenke, Kurt, 2001. "Predictors of patient satisfaction," Social Science & Medicine, Elsevier, vol. 52(4), pages 609-620, February.
    • Handle: RePEc:eee:socmed:v:52:y:2001:i:4:p:609-620
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    1. Jensen, Hanne Irene & Ammentorp, Jette & Kofoed, Poul-Erik, 2010. "User satisfaction is influenced by the interval between a health care service and the assessment of the service," Social Science & Medicine, Elsevier, vol. 70(12), pages 1882-1887, June.
    2. Ferreira, Diogo Cunha & Marques, Rui Cunha & Nunes, Alexandre Morais & Figueira, José Rui, 2021. "Customers satisfaction in pediatric inpatient services: A multiple criteria satisfaction analysis," Socio-Economic Planning Sciences, Elsevier, vol. 78(C).
    3. Hekkert, Karin Dorieke & Cihangir, Sezgin & Kleefstra, Sophia Martine & van den Berg, Bernard & Kool, Rudolf Bertijn, 2009. "Patient satisfaction revisited: A multilevel approach," Social Science & Medicine, Elsevier, vol. 69(1), pages 68-75, July.
    4. Aniza Ismail & Yan Nee Gan & Norfazilah Ahmad, 2020. "Factors associated with patient satisfaction towards pharmacy services among out-patients attending public health clinics: Questionnaire development and its application," PLOS ONE, Public Library of Science, vol. 15(11), pages 1-12, November.
    5. Le, Nga & Groot, Wim & Tomini, Sonila & Tomini, Florian, 2018. "Health insurance and patient satisfaction: Evidence from the poorest regions of Vietnam," MERIT Working Papers 2018-040, United Nations University - Maastricht Economic and Social Research Institute on Innovation and Technology (MERIT).
    6. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.
    7. Noorhidayu Monyati Mohamed Noor & Mohd Ismail Ibrahim & Suhaily Mohd Hairon & Maizun Mohd Zain & Mohd Saiful Nazri Satiman, 2023. "Predictors of Healthcare Workers’ Compassionate Care Amid the COVID-19 Pandemic: A Cross-Sectional Study from Patients’ Perspective in Kelantan, Malaysia," IJERPH, MDPI, vol. 20(2), pages 1-15, January.
    8. Thekla J. Grötz & Lisa Zöll & Anke Hollinderbäumer & Thomas Nowak & Tamara Zajontz & Lina Behling & Sabine Fischbeck & Uwe Schmidt & James Deschner, 2023. "Effect of a One-Time Communication Training Session on Dental Students’ Self-Efficacy Expectancy," IJERPH, MDPI, vol. 20(4), pages 1-8, February.
    9. Bikker, Annemieke P. & Thompson, Andrew G.H., 2006. "Predicting and comparing patient satisfaction in four different modes of health care across a nation," Social Science & Medicine, Elsevier, vol. 63(6), pages 1671-1683, September.
    10. Chung, Vincent Chi Ho & Lau, Chun Hong & Wong, Eric Ming Chung & Yeoh, Eng Kiong & Griffiths, Sian Meryl, 2009. "Perceived quality of communication amongst outpatients in western and traditional Chinese medicine clinics in a Chinese population," Health Policy, Elsevier, vol. 90(1), pages 66-72, April.
    11. D C Sah & Yogesh Kumar, 2015. "Client Satisfaction Exit Interviews: Assessing Quality of Public Health Institutions through Generated Feedback," Vikalpa: The Journal for Decision Makers, , vol. 40(1), pages 42-61, March.
    12. Daniela Carlucci & Paolo Renna & Giovanni Schiuma, 2013. "Evaluating service quality dimensions as antecedents to outpatient satisfaction using back propagation neural network," Health Care Management Science, Springer, vol. 16(1), pages 37-44, March.
    13. Pazoki, Mostafa & Samarghandi, Hamed, 2021. "Regulating patient care in walk-in clinics," Omega, Elsevier, vol. 99(C).
    14. Sunil Shrestha & Binaya Sapkota & Santosh Thapa & Bhuvan K. C. & Saval Khanal, 2020. "Translation, cross-cultural adaptation and validation of Patient Satisfaction with Pharmacist Services Questionnaire (PSPSQ 2.0) into the Nepalese version in a community settings," PLOS ONE, Public Library of Science, vol. 15(10), pages 1-15, October.
    15. Mark Mergia & Mulugeta Shegaze & Gistane Ayele & Eshetu Andarge & Yordanos Gizachew Yeshitila & Biresaw Wassihun & Abayneh Tunje & Peter Memiah, 2020. "Mothers’ satisfaction with health extension services and the associated factors in Gamo Goffa zone, Southern Ethiopia," PLOS ONE, Public Library of Science, vol. 15(5), pages 1-14, May.
    16. Azusa Sato & Joan Costa-Font, 2014. "The Hedonic Procedural Effect of Traditional Medicines," Journal of Happiness Studies, Springer, vol. 15(5), pages 1061-1084, October.
    17. Chen, Chi-Chen & Cheng, Shou-Hsia, 2023. "Does continuity of care improve patient satisfaction? An instrumental variable approach," Health Policy, Elsevier, vol. 130(C).
    18. Das, Jishnu & Sohnesen, Thomas Pave, 2006. "Patient satisfaction, doctor effort, and interview location : evidence from Paraguay," Policy Research Working Paper Series 4086, The World Bank.

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