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Does feedback influence patient - professional communication? Empirical evidence from Italy

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  • Murante, Anna Maria
  • Vainieri, Milena
  • Rojas, Diana
  • Nuti, Sabina

Abstract

Healthcare providers often look for feedback from patient surveys. Does health-professional awareness of patient survey results improve communication between patients and providers? To test this hypothesis, we analyzed the data of two surveys on organizational-climate and patient experience in Italy. The two surveys were conducted in 26 hospitals in the Tuscany region and involved 8942 employees and 5341 patients, respectively. Statistical analysis showed that the patient experience index significantly improved by 0.35 points (scale: 0-100) when the professionals’ knowledge of the patient survey results increased by 1%. These findings suggest that the control systems should focus more on the dissemination phase of patient survey results among health professionals in order to improve the quality of services.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:hepoli:v:116:y:2014:i:2:p:273-280
    DOI: 10.1016/j.healthpol.2014.02.001
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    References listed on IDEAS

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    1. Vainieri, Milena & Vola, Federico & Gomez Soriano, Gregorio & Nuti, Sabina, 2016. "How to set challenging goals and conduct fair evaluation in regional public health systems. Insights from Valencia and Tuscany Regions," Health Policy, Elsevier, vol. 120(11), pages 1270-1278.
    2. Bevan, Gwyn & Evans, Alice & Nuti, Sabina, 2018. "Reputations count: why benchmarking performance is improving health care across the world," LSE Research Online Documents on Economics 86469, London School of Economics and Political Science, LSE Library.
    3. Anna Forsberg & Andreas Rantala, 2020. "The Being Taken Seriously Questionnaire—Development and Psychometric Evaluation of a PREM Measure for Person-Centeredness in a High-Tech Hospital Environment," IJERPH, MDPI, vol. 17(8), pages 1-10, April.
    4. Daniel Adrian Lungu & Francesca Pennucci & Sabina De Rosis & Gaetano Romano & Franca Melfi, 2020. "Implementing successful systematic Patient Reported Outcome and Experience Measures (PROMs and PREMs) in robotic oncological surgery—The role of physicians," International Journal of Health Planning and Management, Wiley Blackwell, vol. 35(3), pages 773-787, May.
    5. Naveen R. Gowda & Abhinav Wankar & Sanjay Kumar Arya & H. Vikas & Nayana Kollalackal Narayanan & C. P. Linto, 2020. "Feedback System in Healthcare: The Why, What and How," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 12(1), pages 1-52, March.
    6. De Rosis, Sabina & Barsanti, Sara, 2016. "Patient satisfaction, e-health and the evolution of the patient–general practitioner relationship: Evidence from an Italian survey," Health Policy, Elsevier, vol. 120(11), pages 1279-1292.

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