Academic journal article Journal of Healthcare Management

PRACTITIONER APPLICATION: Predictors of Hospital Patient Satisfaction as Measured by Hospital Consumer Assessment of Healthcare Providers and Systems Survey: A Systematic Review

Academic journal article Journal of Healthcare Management

PRACTITIONER APPLICATION: Predictors of Hospital Patient Satisfaction as Measured by Hospital Consumer Assessment of Healthcare Providers and Systems Survey: A Systematic Review

Article excerpt

As patients' needs and desires continue to rise to ever-higher levels, determining the key predictors of patient satisfaction becomes more important for hospital administrators.

Indeed, Mazurenko, Collum, Ferdinand, and Menachemi's research topic is timely. Their study identified the premise of the predictors as patient level, hospital level, and market level. I will hone in on the hospital-level influence, where organizational culture plays a key factor.

The authors reviewed and analyzed 41 relevant studies, 12 of which could be correlated to organizational culture. I focused on the organizational culture discussion, where the following topics or practices were mentioned: communication, Magnet status, participation in improvement programs, nursing ratios and schedules, special services (therapy dogs, chaplaincy, etc.), compassion practices, safety culture, and cultural competency.

As a healthcare human resources practitioner, I've learned that organizational culture has a definite impact on patient satisfaction. Many hospitals have mission, vision, and value statements that are built around or within the context of patient satisfaction. Subsequently, individual staff and physician mission, vision, and value alignment are vital to improved patient satisfaction. This impact holds true regardless of the ownership status, geographic location, size of the hospital, and services provided. To date, there are limited studies to validate what we healthcare executives see every day.

The article highlights the challenges faced in predicting hospital patient satisfaction. …

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