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

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  • Atkinson, Sarah
  • Medeiros, Regianne L.

Abstract

The paper asks why high levels of expressed satisfaction are recorded in settings where health care provision is manifestly inadequate. Qualitative interviews with 30 women aged 25-60 years from a rural district health system of Northeast Brazil were used to explore the applicability of three explanatory models of influences on the construction and expression of satisfaction: expectations; contextual dynamics; mediating filters. The first two of these models argue that a lack of information and a reluctance to be negative respectively lead to high expressed satisfaction that is artificial. The concept of mediating filters proposes that respondents construct an evaluation that takes account of wider issues, such that high levels of expressed satisfaction are, in this sense, real. All three models contribute towards answering the paper's question. However, our data suggest that it is an informed, but low, expectation of health care provision that leads to alternative strategies, including resort to patron-client networks, and success in gaining good health care that is important. Mediating filters identified in this study were culpability and the reference time-frame. We raise questions for practice and offer a combined explanatory model.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:socmed:v:68:y:2009:i:11:p:2089-2096
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    References listed on IDEAS

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    1. Atkinson, Sarah & Haran, Dave, 2005. "Individual and district scale determinants of users' satisfaction with primary health care in developing countries," Social Science & Medicine, Elsevier, vol. 60(3), pages 501-513, February.
    2. Bernhart, Michael H. & Wiadnyana, I. G. P. & Wihardjo, Haryoko & Pohan, Imbalos, 1999. "Patient satisfaction in developing countries," Social Science & Medicine, Elsevier, vol. 48(8), pages 989-996, April.
    3. Williams, Brian & Coyle, Joanne & Healy, David, 1998. "The meaning of patient satisfaction: An explanation of high reported levels," Social Science & Medicine, Elsevier, vol. 47(9), pages 1351-1359, November.
    4. 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.
    5. Atkinson, Sarah & Medeiros, Regianne Leila Rolim & Oliveira, Paulo Henrique Lima & de Almeida, Ricardo Dias, 2000. "Going down to the local: incorporating social organisation and political culture into assessments of decentralised health care," Social Science & Medicine, Elsevier, vol. 51(4), pages 619-636, August.
    6. Sitzia, John & Wood, Neil, 1997. "Patient satisfaction: A review of issues and concepts," Social Science & Medicine, Elsevier, vol. 45(12), pages 1829-1843, December.
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    Cited by:

    1. Bromley, Elizabeth, 2012. "Building patient-centeredness: Hospital design as an interpretive act," Social Science & Medicine, Elsevier, vol. 75(6), pages 1057-1066.

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