Quality of care and patient satisfaction: a new theoretical and methodological approach
- 9 February 2010
- journal article
- research article
- Published by Emerald in International Journal of Health Care Quality Assurance
- Vol. 23 (2), 228-247
- https://doi.org/10.1108/09526861011017120
Abstract
Purpose: The paper's purpose is to develop a care‐context adapted version of the emotional stress reaction questionnaire (ESRQ), which is based on the cognitive‐phenomenological writings of Lazarus, and, using this instrument, to explore the relationship between quality of care from a patient perspective and patient satisfaction while taking key antecedent conditions into account.Design/methodology/approach: Data were collected from 624 patients at 16 Swedish out‐patient clinics (75 per cent response rate). Patients responded to the ERSQ, the quality from the patient's perspective questionnaire (QPP), the single‐item measures of personality (SIMP), and questions related to the outcome of the visit. Dimensionality of the ESRQ was analysed using exploratory factor analysis and structural equation modelling. The relationship between the theoretical concepts was explored with logistic regression analysis.Findings: A care‐context adapted version of the ESRQ was developed with meaningful factors and satisfactory psychometric properties. Care‐episode specific appraisal and coping processes covaried as predicted with emotional responses. The theoretical model was partly confirmed when assessed against two outcome criteria: intention to follow the doctor's advice and hesitation to visit the same out‐patient clinic again.Practical implications: The scales used are easy to administer and interpret.Originality/value: The suggested theoretical model of the relationship between quality of care from a patient perspective and patient satisfaction is new, as is the emotion‐oriented approach to assessing patient satisfaction.Keywords
This publication has 33 references indexed in Scilit:
- Beyond satisfaction: Using the Dynamics of Care assessment to better understand patients' experiences in careHealth and Quality of Life Outcomes, 2008
- Client satisfaction with reproductive health-care quality: integrating business approaches to modeling and measurementSocial Science & Medicine (1982), 2004
- Methodological Challenges Associated with Patient Responses to Follow-up Longitudinal Surveys Regarding Quality of CareHealth Services Research, 2003
- Measuring Health Care Quality: Comparing and Contrasting the Medical and the Marketing ApproachesAmerican Journal of Medical Quality, 2002
- An evaluation of the QSP and the QPP: two methods for measuring patient satisfactionInternational Journal for Quality in Health Care, 2001
- A Comparative Study of Seven Measures of Patient SatisfactionMedical Care, 1995
- Personality, Appraisal and Cognitive Coping Processes, and Performance During Various Conditions of StressMilitary Psychology, 1989
- Negative affectivity: The disposition to experience aversive emotional states.Psychological Bulletin, 1984
- Problems in the conceptual framework of patient satisfaction research: an empirical explorationSociology of Health & Illness, 1983
- Social psychological determinants of patient satisfaction: A test of five hypothesesSocial Science & Medicine (1982), 1982