Measurement of Patient Satisfaction as a Quality Indicator of Hospital Health Services: The Case of Outpatient Clinics in General Hospital
Science Journal of Public Health
Volume 5, Issue 2, March 2017, Pages: 128-135
Received: Jan. 8, 2017;
Accepted: Jan. 19, 2017;
Published: Feb. 23, 2017
Views 2345 Downloads 125
Georgoudi Ekaterina, General Hospital “Evangelismos” of Athens, Athens, Greece
Kyriazis Stavros, General Hospital “Evangelismos” of Athens, Athens, Greece
Mihalache Anca, Department of Nursing, Alexander Technological Educational Institute of Thessaloniki, Thessaloniki, Greece
Kourkouta Lambrini, Department of Nursing, Alexander Technological Educational Institute of Thessaloniki, Thessaloniki, Greece
Measurement of Patient Satisfaction as a Quality Indicator of Hospital Health Services: The Case of Outpatient Clinics in General Hospital, Science Journal of Public Health.
Vol. 5, No. 2,
2017, pp. 128-135.
Behm A., Bennington L., Cummane J. (2000) A value-creating model for effective policy services, Journal of Management Development, 19 (3): 162-178.
Merkouris A., Papathanasoglou E., Lemonidou C. (2003) Evaluation of patient satisfaction with nursing care. Quantitative or Qualitative approach? International Journal of Nursing Studies, 41 (4), 355-67.
Smith P. C., York N. (2004) Quality incentives: the case of U. K. general practitioners, HealthAffairs (Millwood), 23 (3): 112-118.
Sarris M. (2001) Sociology of health and quality of life, Papazisis, Athens, 450.
Merkouris A. (1996) The satisfaction of the patient. Criterion quality nursing services. Doctoral Thesis. University of Athens. School of Health Sciences. Nursing Department. Athens.
Prakash B. (2010) Patient satisfaction. J. Cutan Aesthet. Surg., 3 (3): 151-155.
Al-Abri R., Al-Balushi A. (2014) Patient satisfaction survey as a tool towards quality improvement. Review Article. Oman Med. J., 29 (1): 3-7.
Bleich S. N., Ozaltin E., Murray C. K. (2009) How does satisfaction with the health-care system relate to patient experience? Bulletin of the World Health Organization (WHO), 87: 271-278.
Smith C. (1992) Validation of a patient satisfaction system in the United Kingdom. Qual. Assur. Health Care, 4 (3): 171−177.
Donabedian A. (1988) Quality assessment and assurance: Unity of purpose, diversity of means. Inquiry 25 (1): 173–192.
Donabedian A. (1988) The quality of care. How it can be assessed? JAMA, 260 (12): 1743-1748.
Avis M., Bond M., Arthur A. (1995) Satisfying solutions? A review of some unresolved issues in the measurement of patient satisfaction. J. Adv. Nurs., 22(2): 316-322.
Guzman P. M., Sliepcevich E. M., Lacey E. P., VitelloE. M., Matten M. R., WoehlkeP. L. et al. (1988) Tapping patient satisfaction: A strategy for quality assessment. Patient Educ. Couns., 12(3):225-233.
Petersen M. B. (1988) Measuring patient satisfaction: Collecting useful data. J. Nurs. Qual. Assur. 1988, 2 (3): 25-35.
Tsaousoglou A., Koukourikos K. (2007) Quality and health services Stigma, 15 (2): 18-24.
Pierrakos C. (2008) Primary health care and local community Papazisis, Athens, 99.
Papanikolaou V. (1994) Satisfying healthcare users in Greece. Doctoral thesis. Department of Psychology. Panteion University of Social and Political Sciences. Athens.
Carr-Hill R. A. (1992) The measurement of patient satisfaction. J. Public Health Med., 14 (3): 236-249.
Zoller J. S., Lackland D. T., Silverstein M. D. (2001) Predicting patient intent to return from satisfaction scores. J. Ambul. CareManage, 24 (1): 44-50.
Aletras V., Zacharaki F.,. Niakas D. (2007) Questionnaire for the measurement of outpatient satisfaction in the ophthalmology clinic of a Greek public hospital. Archives of Hellenic Medicine, 24 (1): 89–96.
Pierrakos G., Sarris M., Soulis S., Goula A., Latsou D., Pateras I., Vourliotou K., Giannoulatos P. (2013) Comparative analysis of two studies of outpatient satisfaction in primary medical care. Archives of Hellenic Medicine, 30 (3): 316–324.
Hiidenhovi H., Nojonen K., Laippala P. (2002) Measurement of outpatients’ views of service quality in a Finnish university hospital. J Adv. Nurs., 38 (1): 59-67.
Bergenmar M., Nylen U., Lidbrink E., Brandberg Y. (2006) Improvements in satisfaction at an outpatient clinic for patients with breast cancer. ActaOncol, 45 (5): 550-558.
Ekwall A., Gerdtz M., Manias E. (2008) The influence of patient acuity on satisfaction with emergency care: Perspectives of family, friends and carers. J. Clin. Nurs., 17 (6): 800-809.
Gabriel Ε., Theodorou Μ., Middleton Ν.(2012) Patient satisfaction from the services provided by the outpatient clinics in the public hospitals of Cyprus. Archives of Hellenic Medicine, 29 (6): 720–730.
Kabadai M., Niakas D. (2004) Patient satisfaction with services provided by a Community Mental Health Center in northern Greece. Archives of Hellenic Medicine, 21 (4): 354–362.
Niakas D., Gnardelis Ch. (2000) Satisfaction inpatient in a regional general hospital in Athens. Medicine, 77 (5): 464-470.
Shou-Hisa C., Ming-Chin Y., Tung-Uang C. (2003) Patient satisfaction with and recommendation of a hospital: effects of interpersonal and technical aspects of hospital care. International Journal for Quality in Health Care, 15 (4): 345-355.
Bjertnaes O. A., Sjetne I. S., Iversen H. H. (2012) Overall patient satisfaction with hospitals: effects of patient-reported experiences and fulfillment of expectations. British Medical Journal Quality Safety, 21 (1): 39- 46.
Tonio S., Joerg K., Joachim K. (2011) Determinants of patient satisfaction: a study among 39 hospitals in an in-patient setting in Germany. International Journal for Quality in Health Care, 23 (5): 503-509.
Rama M., Kanagaluru S. K. (2011) A study on the satisfaction of patients with reference to hospital services. International Journal of Business Economics & Management Research, 1 (3): 15-25.
Koichiro O., Brian W., Kelly M. F., Sarah B., Thomas E. B., Claiborne D. (2009), Patient Satisfaction: Focusing on "Excellent", Journal of Healthcare Management, 54 (2): 93-103.
Quintana J. M., Gonzalez N., Bilbao A., Aizpuru F., Escobar A., Esteban C., San- Sebastian J. A., De la Sierra E., Thompson A. (2006) Predictors of patient satisfaction with hospital health care. BMC Health Services Research, 6:102, pp.1-9. http://www.biomedcentral.com/1472-6963/6/102.
Papagiannopoulou V., Pierrakos G., Sarris Μ. (2008) Yfantopoulos J. Measuring satisfaction with health care services in an Athens pediatric hospital. Archives of Hellenic Medicine, 25 (1): 73-81.