The measurement of satisfaction with healthcare: implications for practice from a systematic review of the literature

Abstract

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Explanatory models of influences on the construction and expression of user satisfaction

“…The move to incorporate user satisfaction with health services into performance assessments continues apace despite repeated cautions that much remains unknown about the influences and processes by which evaluation of health care is constructed (Crow et al, 2002). Such caution is based on research from high income countries that have generated a rapidly increasing body of literature on patient satisfaction (Sitzia and Wood, 1997).…”

“…In exploring this variation, the determinants investigated fall into two broad categories: those relating to the characteristics of the users, including wider contextual influences and those relating to the provision of health care (Crow et al, 2002). There are very few analyses from low and middle income countries of the relative importance of these categories and the conclusions are inconsistent: two studies conclude that individual socio-demographic characteristics are relatively insignificant compared with elements of clinical practice (Scarpacci, 1988 in Chile;Baltussen et al, 2002 in Burkina Faso); one argues that a broad range of factors from the wider political and cultural context have the stronger influence (Atkinson and Haran, 2005 in Brazil).…”

Longitudinal Assessment of Parental Satisfaction with Children’s Psychiatric Hospitalization

“…The measurement of satisfaction, however, has not proved especially straightforward (Crow et al, 2002). Overall global ratings may obscure important subdomains.…”

Dental patients: Delivering PCC

“…Research shows that patient satisfaction strongly correlates with the extent to which expectations are fulfilled [17]. This might create strong incentives for primary care physicians within the framework of P4P systems to order requested tests or treatments that are desired by the patient though medically unnecessary or even riskful.…”

“…Part of that concept are aspects which are not under the control of the health professional such as patients' socio-demographic characteristics (e.g. education and age) and their health status [17]. Accordingly, satisfaction scores may reflect the demographic mix and clinical picture of the patients a medical practice serves rather than the quality of care provided.…”