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Questioning patient satisfaction: An empirical investigation in two outpatient clinics

Author

Listed:
  • Avis, Mark
  • Bond, Meg
  • Arthur, Antony

Abstract

Although patient satisfaction is a commonly applied measure when evaluating health services, there are lingering doubts about its validity. This paper will examine the model of satisfaction which presumes that patients judge their level of satisfaction by comparing their experience of care with their prior expectations by reporting on an interview-based study of patients' views in a cardiology and respiratory medicine outpatient clinic. The findings of the study suggest that the widely used model of patient satisfaction provides only limited understanding of the way that patients evaluate their care. The paper identifies problems with the measurement of patient satisfaction, and encourages less structured approaches to obtaining patients' views.

Suggested Citation

  • Avis, Mark & Bond, Meg & Arthur, Antony, 1997. "Questioning patient satisfaction: An empirical investigation in two outpatient clinics," Social Science & Medicine, Elsevier, vol. 44(1), pages 85-92, January.
    • Handle: RePEc:eee:socmed:v:44:y:1997:i:1:p:85-92
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    Citations

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    Cited by:

    1. Callaghan, Gillian & Wistow, Gerald, 2006. "Governance and public involvement in the British National Health Service: Understanding difficulties and developments," Social Science & Medicine, Elsevier, vol. 63(9), pages 2289-2300, November.
    2. Oana Matilda SABIE (ABALUTA), 2011. "Strategic Management Role In Increasing Satisfaction For Health Services Beneficiares," Proceedings of Administration and Public Management International Conference, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 7(1), pages 96-117, June.
    3. Wellstood, Katie & Wilson, Kathi & Eyles, John, 2005. ""Unless you went in with your head under your arm": Patient perceptions of emergency room visits," Social Science & Medicine, Elsevier, vol. 61(11), pages 2363-2373, December.
    4. 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.
    5. Atkinson, Sarah & Medeiros, Regianne L., 2009. "Explanatory models of influences on the construction and expression of user satisfaction," Social Science & Medicine, Elsevier, vol. 68(11), pages 2089-2096, June.
    6. Pablo Cabrera-Barona & Thomas Blaschke & Stefan Kienberger, 2017. "Explaining Accessibility and Satisfaction Related to Healthcare: A Mixed-Methods Approach," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 133(2), pages 719-739, September.
    7. Glick, Peter, 2009. "How reliable are surveys of client satisfaction with healthcare services? Evidence from matched facility and household data in Madagascar," Social Science & Medicine, Elsevier, vol. 68(2), pages 368-379, January.
    8. repec:rom:campco:v:7:y:2011:i:1:p:96-117 is not listed on IDEAS
    9. 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.
    10. Bramesfeld, Anke & Klippel, Ulrike & Seidel, Gabriele & Schwartz, Friedrich W. & Dierks, Marie-Luise, 2007. "How do patients expect the mental health service system to act? Testing the WHO responsiveness concept for its appropriateness in mental health care," Social Science & Medicine, Elsevier, vol. 65(5), pages 880-889, September.

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