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What patients like about their medical care and how often they are asked: A meta-analysis of the satisfaction literature


  • Hall, Judith A.
  • Dornan, Michael C.


A meta-analysis of studies on consumer satisfaction with medical care yielded 221 studies that reported relations between satisfaction and other variables, of which 107 reported satisfaction levels for two or more aspects of medical care. A method was developed to derive the relative levels of patient satisfaction with 11 aspects of care across these 107 studies. Humaneness and technical quality of medical care were ranked near the top, while the bottom five ranks were occupied by aspects of care that reflected the provider's attention to other patient needs and the patient's relation to the system as a whole. In addition, it was demonstrated that different aspects of medical care are measured with extremely uneven frequencies in satisfaction instruments.

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  • Hall, Judith A. & Dornan, Michael C., 1988. "What patients like about their medical care and how often they are asked: A meta-analysis of the satisfaction literature," Social Science & Medicine, Elsevier, vol. 27(9), pages 935-939, January.
  • Handle: RePEc:eee:socmed:v:27:y:1988:i:9:p:935-939

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    References listed on IDEAS

    1. Temin, Peter, 1983. "Costs and benefits in switching drugs from Rx to OTC," Journal of Health Economics, Elsevier, vol. 2(3), pages 187-205, December.
    2. Foster, S. D., 1990. "Improving the supply and use of essential drugs in sub-Saharan Africa," Policy Research Working Paper Series 456, The World Bank.
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    Cited by:

    1. Grytten, Jostein & Carlsen, Fredrik & Skau, Irene, 2009. "Services production and patient satisfaction in primary care," Health Policy, Elsevier, vol. 89(3), pages 312-321, March.
    2. de Ruyter, Ko & Wetzels, Martin, 1998. "On the complex nature of patient evaluations of general practice service," Journal of Economic Psychology, Elsevier, vol. 19(5), pages 565-590, October.
    3. Carlsen, Fredrik & Grytten, Jostein, 2000. "Consumer satisfaction and supplier induced demand," Journal of Health Economics, Elsevier, vol. 19(5), pages 731-753, September.

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