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Is Satisfaction with the Acute-Care Experience Higher amongst Consumers Treated in the Private Sector? A Survey of Public and Private Sector Arthroplasty Recipients

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  • Justine M Naylor
  • Joseph Descallar
  • Mechteld Grootemaat
  • Helen Badge
  • Ian A Harris
  • Grahame Simpson
  • Deanne Jenkin

Abstract

Background: Consumer satisfaction with the acute-care experience could reasonably be expected to be higher amongst those treated in the private sector compared to those treated in the public sector given the former relies on high-level satisfaction of its consumers and their subsequent recommendations to thrive. The primary aims of this study were to determine, in a knee or hip arthroplasty cohort, if surgery in the private sector predicts greater overall satisfaction with the acute-care experience and greater likelihood to recommend the same hospital. A secondary aim was to determine whether satisfaction across a range of service domains is also higher in the private sector. Methods: A telephone survey was conducted 35 days post-surgery. The hospital cohort comprised eight public and seven private high-volume arthroplasty providers. Consumers rated overall satisfaction with care out of 100 and likeliness to recommend their hospital on a 5-point Likert scale. Additional Likert-style questions were asked covering specific service domains. Generalized estimating equation models were used to analyse overall satisfaction (dichotomised as ≥ 90 or

Suggested Citation

  • Justine M Naylor & Joseph Descallar & Mechteld Grootemaat & Helen Badge & Ian A Harris & Grahame Simpson & Deanne Jenkin, 2016. "Is Satisfaction with the Acute-Care Experience Higher amongst Consumers Treated in the Private Sector? A Survey of Public and Private Sector Arthroplasty Recipients," PLOS ONE, Public Library of Science, vol. 11(8), pages 1-14, August.
    • Handle: RePEc:plo:pone00:0159799
    DOI: 10.1371/journal.pone.0159799
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    1. Hall, Judith A. & Dornan, Michael C., 1988. "What patients like about their medical care and how often they are asked: A meta-analysis of the satisfaction literature," Social Science & Medicine, Elsevier, vol. 27(9), pages 935-939, January.
    2. Hall, Judith A. & Dornan, Michael C., 1990. "Patient sociodemographic characteristics as predictors of satisfaction with medical care: A meta-analysis," Social Science & Medicine, Elsevier, vol. 30(7), pages 811-818, January.
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