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Perceived patient satisfaction with the treatment of back problems: exploring the differences between general hospitals and private clinics

Kleinjan, Elmar M. (2013) Perceived patient satisfaction with the treatment of back problems: exploring the differences between general hospitals and private clinics.

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Abstract:Introduction: Patients in general appear to be more satisfied with treatment at private clinics than with treatment at general hospitals. However, little scientific literature has been published regarding this comparison and no scientific literature was found regarding back patient satisfaction at private clinics and general hospitals. Purpose: To explore the differences between perceived patient satisfaction of back patients who received treatment at a general hospital and back patients who received treatment at a private clinic. Data sources/study setting: Qualitative interview transcripts and secondary survey data of 28 adults aged 18 years and above with a confirmed physical cause for their back problems who recently underwent treatment in either a general hospital or a private clinic. Study design: A posttest-only non-experimental design. It is a phenomenological study, in which patient satisfaction (dependent variable) is measured after exposure of the back patient to the healthcare encounter (independent variable). There is no control group, and only one wave of measurement. Data collection: Back patients who received treatment either at the general hospital or at the private clinic have completed a small survey and participated in a qualitative interview regarding patient satisfaction. The survey data is used as background data. The qualitative interviews are transcribed and coded with qualitative analysis software. Principal findings: Patients treated at the private clinic report 0.5 point higher on a one to ten Thurstone scale than the patients treated at the general hospital. Back patients from both samples highly value clear explanations provided by the doctor, friendliness of ancillary staff, and an easy to access location. Patients from the private clinic also valued a short waiting time for the first appointment and clear explanations provided by the ancillary staff. Patients from the general hospital also valued the communication with the doctor and the familiarity with the healthcare provider. A perceived performance analysis shows ancillary staff performing slightly better in the private clinic and pain control is slightly better in the general hospital. The physical environment appears to be much better in the private clinic. Both healthcare providers perform poorly on information provision, which was the main source for negative responses. Conclusions: These findings suggest that there is a difference between perceived patient satisfaction of back patients who received treatment at a general hospital and back patients who received treatment at a private clinic. Differences are observed in general patient satisfaction ratings, information provision, pain control, and the physical environment. Key words: CAHPS, perceived patient
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
Link to this item:http://purl.utwente.nl/essays/64315
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