The importance of evaluating inpatients? satisfaction with emphasis on the aspect of confidence

Authors

DOI:

https://doi.org/10.24136/oc.2021.027

Keywords:

inpatient satisfaction, quality of healthcare, confidence of inpatients, patient’s expectations

Abstract

Research background: The patients? confidence in physicians, as well as in healthcare personnel in general, is an important determinant of the patients? satisfaction and their loyalty. The patients? confidence as well as their overall satisfaction is influenced by many determinants, which are in a causal relation.

Purpose of the article: The main aim of the study is to find out which socio-demographic factors influence the confidence of inpatients in physicians, nurses, other medical personnel, as well as in the treatment as such. The inpatients´ confidence is considered as an important dimension of the inpatients? satisfaction.

Methods: The questionnaire consists of 112 structured and semi-structured sur-vey questions. It was inspired by the HCAHPS survey. The questionnaire was distributed both on-line and in paper form in the Czech Republic. The dataset consists of 1,479 observations (899 females and 580 males). The descriptive statistics and binary logistic regression were used to process all data.

Findings & value added: The research revealed significant differences in the confidence of inpatients in physicians in relation to the physicians? communication styles regarding the inpatient?s gender. Males are more tolerant to the communication styles of physicians than women. There exists a relatively strong linear relationship between confidence in physicians, nurses, other healthcare professionals, and confidence in a treatment. Also, it was determined that in cases when a physician talks about an inpatient as if she/he is not there, the patient?s confidence in the medical personnel is reduced by 65%. Overall confidence in medical personnel is also gender biased i.e., in 87% of cases, women are more likely to have a higher confidence in medical personnel than men. The age of inpatients is not statistically significant and its impact on a confidence in medical personnel is neglectable. 

Downloads

Download data is not yet available.

References

Alghurair, S., Simpson, S., & Guirguis, L. (2012). What elements of the patient?pharmacist relationship are associated with patient satisfaction? Patient Prefer Adherence, 6, 663?676. doi: 10.2147/PPA.S35688.

Aoki, T., Yamamoto, Y., & Nakata, T. (2020). Translation, adaptation and validation of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) for use in Japan: a multicentre cross-sectional study. BMJ Open, 19, 10(11), e040240. doi: 10.1136/bmjopen-2020-040240.

Beltran-Aroca, C. M., Labella. F., Font-Ugalde, P., & Girela-Lopez E. (2019). Assessment of doctors? knowledge and attitudes towards confidentiality in hospital care. Science and Engineering Ethics, 25, 1531?1548. doi: 10.1007/s1194 8-018-0078-5.

Bibhav, A., & Jivika, S. (2014). Assessment of patient satisfaction on the information provided by nurses during hospitalization. SSRN. doi: 10.2139/ssrn.238 9678.

Bowling, A., Rowe, G., Lambert, N., Waddington, M., Mahtani, K. R., Kenten, C., Howe, A., & Francis, S. A. (2012). The measurement of patients' expectations for: a review and psychometric testing of a measure of patients' expectations. Health Technol Assess, 16(30), 1?509. doi: 10.3310/hta16300.

Brann, M., & Mattson, M. (2004). Toward a typology of confidentiality breaches in health care communication: an ethic of care analysis of provider practices and patient perceptions. Health Communication, 16(2), 231?251. doi: 10.1207/S15327027HC1602_6.

Briestenský, R., & Ključnikov, A. (2019). Identification of the key factors for successful hospital management in Slovakia. Adiktologie, 19(4), 203?211. doi 10.3 5198/01-2019-004-0004.

Coleman, E. A., Mahoney, E., & Parry, C. (2005). Assessing the quality of preparation for posthospital care from the patient's perspective: the care transitions measure. Med Care, 43(3), 246?55. doi: 10.1097/00005650-200503000-00007.

Cox, D. R. (1958). The regression analysis of binary sequences. Journal of the Royal Statistical Society: Series B (Methodological), 20(2), 215?232. doi: 10.1111/j.2517-6161.1958.tb00292.x

Dukic, N., Blecich, A. A., & Cerovic, L. (2013). Economic implications of insufficient health literacy. Economic Research-Ekonomska Istraživanja, 26, 117?132.

Fiscella, K. (2011). Patient navigation and patient satisfaction with cancer-related care. Cancer Epidemiology, Biomarkers & Prevention, 20(10 Suppl), PL06-04.

Giedrikaite, R., Miseviciene, I., & Jakusovaite, I. (2008). The evaluation of physicians' and patients' opinion on confidence and confidentiality. Medicina, 44(1), 64?71.

Giordano, L. A., Elliott, M. N., Goldstein, E., Lehrman, W. G., & Spencer, P. A. (2010). Development, implementation, and public reporting of the HCAHPS survey. Medical Care Research and Review, 67(1), 27?37.

Glenn, C., McMichael, A., & Feldman, S. R. (2012). Measuring patient satisfaction changes patient satisfaction. Journal of Dermatological Treatment, 23(2), 81?82. doi: 10.3109/09546634.2012.666883.

Glickman, S. W., Boulding, W., Manary, M., Staelin R., Roe, M. T., Wolosin, R. J., Ohman, E. M., Peterson, E. D, & Schulman, K. A. (2010). Patient satisfaction and its relationship with clinical quality and inpatient mortality in acute myocardial infarction. Circulation: Cardiovascular Quality and Outcomes, 3(2), 188?195.

Gu, X., & Itoh, K. (2014). Factors behind dialysis patient satisfaction: exploring their effects on overall satisfaction. Therapeutic Apheresis and Dialysis, 9(2), 162?170. doi: 10.1111/1744-9987.12246.

Gutysz-Wojnicka, A., Dyk, D., Cudak, E., & Ozga, D. (2012). Measuring patient satisfaction with the Polish version of the Newcastle Satisfaction with Nursing Scale. Scandinavian Journal of Caring Sciences, 27, 311?318. doi: 10.1111/j.1 471-6712.2012.01034.

Heidegger, T., Saal, D., & Nuebling, M. (2006). Patient satisfaction with anaesthesia care: what is patient satisfaction, how should it be measured, and what is the evidence for assuring high patient satisfaction? Best Practice & Research Clinical Anaesthesiology, 20(2), 331?346. doi: 10.1016/j.bpa.2005.10.010.

Herrin, J., Mockaitis, K. G., & Hines, S. (2018). HCAHPS scores and community factors. American Journal of Medical Quality, 33(5), 461?471. doi: 10.1177/10 62860618765977.

Chen, H., Li, M., Wang, J., Xue, Ch., Ding, T., Nong, X., Liu. Y, & Zhang, L. (2016). Factors influencing inpatients? satisfaction with hospitalization service in public hospitals in Shanghai, People?s Republic of China. Patient Prefer Adherence, 10, 469?477. doi: 10.2147/PPA.S98095

Iraburu, M., Chamorro, J., & de Pedro, M. T. (2006). Knowledge, conduct and opinions of health professionals concerning confidentiality at a hospital. Anales del sistema sanitario de Navarra, 29(3), 357?66. doi: 10.4321/s1137-6627200 6000500005.

Koichiro, O., Waterman, B., & Dunagan, W. C. (2012). Patient satisfaction: how patient health conditions influence their satisfaction. Journal of Healthcare Management, 57(4), 276?293.

Krausch-Hofmann, S., Cuypers, L., Ivanova, A., & Duyck, J. (2016). Predictors of patient satisfaction with removable denture renewal: a pilot study. Journal of Prosthodontics, 27(6), 509?516. doi: 10.1111/jopr.12537.

Leddy, K. M., & Wolosin, R. J. (2005) Patient satisfaction with pain control during hospitalization. Journal on Quality and Patient Safety, 31(9), 507?513. 10.1016/S1553-7250(05)31065-8.

Lim, W. S. R., Liow, M. H. L., Goh, G. S., Yeo, W., Ling, Z. M., Yue, W. M., Guo C. M., & Tan, S. B. (2020). Women do not have poorer outcomes after minimally invasive lumbar fusion surgery: a five-year follow-up study. International Journal of Spine Surgery, 14(5), 756?761. doi: 10.14444/7108.

Liubarskiene, Z., Soliuniene, L., Kilius, V., & Peicius, E. (2004). Patient confidence in health care. Medicina, 40(3), 278?285.

Lyu, H., Wick, E. C., Housman, M., Freischlag, J. A., & Makary, M. A. (2013). Patient satisfaction as a possible indicator of quality surgical care. JAMA Surgery, 148(4), 362?367.

Mann, R. K., Siddiqui, Z., Kurbanova, N., & Quyyum, R. (2016). Effect of HCAHPS reporting on patient satisfaction with physician communication. Journal of Hospital Medicine, 11(2),105?110. doi: 10.1002/jhm.2490.

Mazurenko, O., Collum, T., Ferdinand, A., & Menachemi, N. (2017). Predictors of hospital patient satisfaction as measured by HCAHPS: a systematic review. Journal of Healthcare Management, 62(4), 272?283. doi: 10.1097/JHM-D-15-00050

McCleery, E., Christensen, V., Peterson, K., Humphrey, L., & Helfand, M. (2014). Evidence brief: the quality of care provided by advanced practice nurses. In VA evidence synthesis program evidence briefs. Washington (DC): Department of Veterans Affairs (US).

Mehta, S. J. (2015). Patient satisfaction reporting and its implications for patient care. AMA Journal of Ethics, 17(7), 616?621. doi: 10.1001/journalofethics.201 5.17.7.ecas3-1507.

Miller, C. K., & Pentiuk, S. (2016). Exploring patient satisfaction with interdisciplinary care of complex feeding problems. Patient Experience Journal, 3(1), 9. doi: 10.35680/2372-0247.1103.

Motwani, D., Shrimali, D., & Agarwal, K. (2015). Patient satisfaction towards the service marketing mix: a comparative study of public and private hospitals operating in Udaipur division. International Journal on Customer Relations, 3(2). doi: 10.21863/ijcr/2015.3.2.007.

Mohiuddin, A. K. (2020). Patient satisfaction with healthcare services: Bangladesh perspective. International Journal of Public Health Science, 9(1), 34?45. doi: 10.11591/ijphs.v9i1.20386.

Nakahata, K., Uehara, S., Zenitani, M., Nakamura, M., Osuga, K., & Okuyama, H. (2015). Patient satisfaction after sclerotherapy of venous malformations in children. Pediatrics International, 58(8), 721?725. doi: 10.1111/ped.12880.

Negi, S., Kaur, H., Singh, G., & Pugazhendi, S. (2017). Quality of nurse patient therapeutic communication and overall patient satisfaction during their hospitalization stay. International Journal of Medical Science and Public Health, 6(4),1. doi: 10.5455/ijmsph.2017.0211522112016.

Niederhauser, V., & Wolf, J. (2018). Patient experience. A call to action for nurse leadership. Nursing Administration Quarterly, 42(3), 211?216. doi: 10.1097/N AQ.0000000000000293.

Nutbeam, D. (2017). Health literacy as a population strategy for health promotion. Japanese Journal of Health Education and Promotion, 25, 210?222. doi: 10.11 260/kenkokyoiku.25.210.

Ogden, J., Fuks, K., Gardner, M., Johnson, S., McLean, M., Martin, P., & Shah, R. (2002). Doctors expressions of uncertainty and patient confidence. Patient Education and Counseling, 48(2), 171?176. doi: 10.1016/S0738-3991(02)00020-4.

Pavlova, S., Nikolova, M., Georgieva, A., & Valkov, V. (2017). Factors influencing upon the patient satisfaction during the hospitalization period. Health Economics and Management, 64(2), 3?10. doi: 10.14748/hem.v64i2.4736.

Parry, C., Mahoney, E., Chalmers, S. A., & Coleman, E. A. (2008). Assessing the quality of transitional care: further applications of the care transitions measure. Med Care, 46(3), 317?22. doi: 10.1097/MLR.0b013e3181589bdc.

Rolová, G. (2020). Health literacy in residential addiction treatment programs: study protocol of a cross-sectional study in people with substance use disorders. Adiktologie, 20(3-4), 145?150. doi: 10.35198/01-2020-002-0009.

Sembiring, P., Sinulingga, U., Situmorang, M. (2018). Patient satisfaction analysis of service quality with importance performance analysis (IPA) method and customer satisfaction index. In Proceedings of the international conference of science, technology, engineering, environmental and rami?cation researches (ICOSTEERR 2018) - Research in Industry 4.0c, 969?974. Retrieved form https://www.scitepress.org/Papers/2018/100776/pdf/index.html.

Senić, V., & Marinković, V. P. (2013). Patient care, satisfaction and service quality in health care. International Journal of Consumer Studies, 37(3),312?319. doi: 10.1111/j.1470-6431.2012.01132.x.

Segal, L. S., Plantikow, C., Hall, R., Wilson, K., & Shrader, M. W. (2014). Evaluation of patient satisfaction surveys in pediatric orthopaedics. Journal Pediatric Orthopaedics., 35(7), 774?778. doi: 10.1097/bpo.0000000000000350.

Siddiqui, Z. K., Wu, A. W., Kurbanova, N., & Qayyum, R. (2014). Comparison of HCAHPS patient satisfaction scores for specialty hospitals and general medical hospitals: confounding effect of survey response rate. Journal of Hospital Medicine, 9(9), 590?3. doi: 10.1002/jhm.2225.

Singh, S., Sharma, P. K., Bhandari, B., & Kaur, R. (2016). Knowledge, awareness and practice of ethics among doctors in tertiary care hospital. Indian Journal of Pharmacology. 48(Suppl 1), S89?S93. doi: 10.4103/0253-7613.193320.

Sopko, J., & Kočišová, K. (2016). Key indicators and determinants in the context of the financial aspects of health systems in selected countries. Adiktologie, 19(4), 189?202. doi: 10.35198/01-2019-004-0003.

Sorensen, K., Van Der Broucke, S., Pelikan, J. M., Fullam, J., Doyle, G., Slonska, Z., Kondilis, B., Stoffels, V., Osborne, R. H., & Brand, H. (2013). Measuring health literacy in populations: illuminating the design and development process of the European Health Literacy Survey Questionnaire (HLS-EU-Q). BMC Public Health, 13, 948. doi: 10.1186/1471-2458-13-948.

World Medical Association. Declaration of Helsinki - Ethical principles for medical research involving human subjects. 2013. Retrieved from https://www.wma.net/policies-post/wma-declaration-of-helsinki-ethical-princip les-for-medical-research-involving-human-subjects/ (24.02.2021).

Wolcott, D. L., Wolosin, R. J., & Macdonald, J. S. (2009). Patient support services & patient satisfaction, Oncology, 24(1), 42?44. doi: 10.1080/10463356.2009. 11883750.

Yang, M. M., Liang, W., Zhao, H. H., & Zhang, Y. (2020). Quality analysis of discharge instruction among 602 hospitalized patients in China: a multicenter, cross-sectional study. BMC Health Services Research, 11(20(1)), 647. doi: 10.1186/s12913-020-05518-6.

Zagurskiene, D., & Miseviciene, I. (2010). Opinion of patients with different health literacy levels about health information provided by nurses. Medicina, 46(Suppl, 1), 27?34.

Zhao, B., Tai-Seale, M., Longhurst, C., & Clay, B. (2019). Utilization of hospital room hospitality features on patient-controlled tablet computers: cohort study. JMIR Mhealth Uhealth, 7(6), e13964. doi: 10.2196/13964.

Zheng, Y. H., Shi, X. Y., Jiang, S. M., Li, Z. Y., & Zhang, X. Y. (2017). Evaluation of core competencies of nurses by novel holistic assessment system. Biomedical Research-India, 28(7), 3259?3265.

Downloads

Published

2021-09-27

How to Cite

Gavurova, B., & Kubak, M. (2021). The importance of evaluating inpatients? satisfaction with emphasis on the aspect of confidence. Oeconomia Copernicana, 12(3), 821–848. https://doi.org/10.24136/oc.2021.027

Issue

Section

Articles