Thesis (M.A. (Nursing Science)) -- University of Limpopo, 2016 / The purpose of the study was to develop a protocol to enhance patient satisfaction with regard to nursing care at Health Centres and to determine factors leading to patient dissatisfaction. A quantitative, descriptive and cross-sectional research design was used for this study. The population of the study for the two Health Centres was: Agincourt Health Centre= 5697 while Thulamahashe Health Centres= 5696. Systemic random sampling method was used to select 400 respondents from each Health Centre. Data were collected through self-developed questionnaire. The questionnaire was pre-tested at Cunningmoore clinic. Reliability was ensured through conducting of a pre-test. Validity was ensured through undertaking extensive literature review. The questionnaire was also given to the supervisor for content validity. Data analysis was done through descriptive and inferential statistics using SPSS version 22 programme of data analysis. The findings indicated that factors leading to patient dissatisfaction with regard to nursing are: long waiting time, poor communication and information between nurses and patients, shortage of nurses, poor service and environmental condition and shortage of treatment (medication). The study recommends that waiting time should be reduced to less than 3 hours, shortage of nurses should be addressed, workshops and inservice training should be implemented and treatment should be monitored.

La revisión crítica titulada “Aspectos de la calidad de atención de enfermería que contribuyen a la satisfacción del paciente durante el tratamiento de hemodiálisis”. Es una investigación secundaria con metodología EBE; tiene como objetivo: Identificar los aspectos de la calidad de atención de enfermería que se relacionan con la satisfacción del paciente durante el tratamiento, lo que permitirá comprender los elementos de la calidad de la atención de enfermería que contribuyen a la satisfacción del paciente. La pregunta clínica ¿Qué aspectos de la calidad de atención de enfermería, contribuyen a la satisfacción del paciente durante el tratamiento de hemodiálisis? a búsqueda recopiló 313 artículos, pero diez de ellos fueron elegidos por la guía de utilidad y validez aparente de Gálvez Toro, quedando tres de ellos para la validación avanzada, de los cuales se seleccionó el artículo “Calidad percibida y su relación con la satisfacción del paciente en tratamiento con hemodiálisis en un hospital público de Perú”, el comentario crítico se realizó con los criterios de validación de Bobenrieth Astete. Como resultado: existen varios aspectos que intervienen en la satisfacción del paciente. Estos incluyen los aspectos tangibles, como las instalaciones y los equipos en la unidad de hemodiálisis, así como la confiabilidad del personal en brindar un tratamiento seguro y efectivo. La satisfacción del paciente también depende de la amplitud de la respuesta del profesional de enfermería a las necesidades y preocupaciones del paciente, así como de su empatía y accesibilidad. / The critical review titled “Aspects of quality nursing care that contribute to patient satisfaction during hemodialysis treatment.” It is a secondary research with EBE methodology; aims to: Identify the aspects of the quality of nursing care that are related to patient satisfaction during treatment, which will allow us to understand the elements of the quality of nursing care that contribute to patient satisfaction. The clinical question: What aspects of quality nursing care contribute to patient satisfaction during hemodialysis treatment? The search collected 313 articles, but ten of them were chosen by Galvez Toro's usefulness and apparent validity guide, leaving three of them for advanced validation, of which the article “Perceived quality and its relationship with customer satisfaction” was selected. patient undergoing hemodialysis treatment in a public hospital in Peru”, the critical comment was made with the validation criteria of Bobenrieth Astete. As a result: there are several aspects that go into patient satisfaction. These include tangible aspects, such as the facilities and equipment in the hemodialysis unit, as well as the reliability of the staff in providing safe and effective treatment. Patient satisfaction also depends on the extent of the nurse's response to the patient's needs and concerns, as well as his or her empathy and approachability.

The study aimed to explore and described the assessment of patient’s satisfaction with the quality of health care services rendered by the Crossroads Community Health Centre (CHCC). The target population comprised of adult male and female patients who have attended the clinic more than once. One hundred and twenty patients participated in the study. The convenience sampling method was used to select the respondents. A questionnaire was used to collect data. Validity and reliability were ensured. The Chronbach’s alpha reliability test was used to measure the internal consistency of the likert scale questionnaire items and was less than 0.4 for sections B-F, and 0.675 for section E. Descriptive and inferential data analysis was conducted using the Statistical Package for the Social Sciences 16.0 for Windows, release 16.0.1 with the assistance of a statistician. The findings indicated a positive perception of the quality of health care services rendered by the Crossroads CHCC. It was concluded that despite a positive perception of the health care services, there was a percentage of the respondents that rated the quality of the service as poor in relation to environmental cleanliness, staff attitudes, long waiting times, medications shortage, the complaints system reporting and health care service drainage to other CHCC where patient’s resided. The issue of quality improvement in these aspects was noted to be crucial and recommendations were made to improve the quality of the health care service at Crossroads CHCC. / Healh Studies / M.A. (Health Studies)

by Lo Pak Chuen. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1998. / Includes bibliographical references (leaves 141-145). / Questionnaires in Chinese and English. / ABSTRACT --- p.iii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES --- p.vii / LIST OF APPENDICES --- p.viii / ACKNOWLEDGEMENT --- p.ix / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Rise of Consumerism --- p.1 / Consumerism and Health Care Reform --- p.2 / Recreation of Consumer --- p.2 / Consumer Rights - Patient Rights --- p.3 / Global Public Sector Reform --- p.3 / Redefining Citizens --- p.4 / Separation of Providers and Consumers --- p.4 / Participation - Public Participation --- p.5 / Hong Kong Health Care Reform --- p.5 / Establishment of Hospital Authority --- p.5 / Point of Contact: Hospital Authority and Patients --- p.6 / Rise of Patient Oriented Services and Total Quality Management Philosophy --- p.7 / Patients' Charter --- p.8 / Patient Satisfaction Measurement --- p.9 / Hospital Authority Complaint Channels --- p.9 / Public Participation --- p.10 / Purpose of the Study --- p.10 / Local Studies --- p.10 / Business Objectives --- p.11 / Research Objectives --- p.12 / Chapter II. --- METHODOLOGY --- p.13 / Definition of Concepts --- p.13 / Patient Participation --- p.13 / Background --- p.13 / Different Meanings in Different Contexts --- p.14 / Active Process --- p.14 / Attributes of Patient Participation --- p.14 / Relationship --- p.15 / Information Gap --- p.15 / Surrendering of Degree of Power and Control --- p.15 / Intellectual and Physical Attributes --- p.16 / Patient Satisfaction --- p.17 / Background --- p.17 / Theoretical Models of Patient Satisfaction --- p.18 / "Stimuli, Value Judgements, and Reactions" --- p.18 / Perceptual Realities --- p.18 / Intervention in the Patient Satisfaction Process --- p.18 / Individual Differences --- p.19 / Survey Design --- p.20 / Design --- p.20 / Sampling Site --- p.21 / Time --- p.22 / Respondents --- p.22 / Field Work --- p.22 / Questionnaire - Operationalization of Concepts --- p.23 / Patient Participation --- p.23 / Patient Satisfaction --- p.24 / Demographic Data and Hospital Experience --- p.25 / Hypotheses --- p.25 / Chapter III. --- DATA ANALYSIS --- p.26 / Survey Summary --- p.26 / Overview of Patient Satisfaction --- p.26 / Accessibility --- p.27 / Process --- p.27 / Outcomes --- p.28 / Overview of Patient Participation --- p.30 / Relationship --- p.30 / "Narrowing of Information, Knowledge and Competence Gap" --- p.30 / Spend Time to Search for Information --- p.30 / Patient - Health Care Professional Relationship --- p.31 / Knowledge about Patient Resources --- p.33 / Patients' Charter --- p.33 / Familiarity with Complaint Channels --- p.36 / Engagement of Physical and Intellectual Activities --- p.37 / Use Patient Resources --- p.37 / Use Complaint Channels --- p.37 / Public Participation --- p.38 / Revisit Same Hospital and Doctor --- p.39 / Demographic Data --- p.39 / Hospital Experience --- p.42 / Hypothesis - Data Reduction --- p.43 / Factor Analysis --- p.43 / Patient Participation --- p.44 / Patient Satisfaction --- p.48 / Patient Satisfaction Equation --- p.49 / Hypothesis Testing --- p.51 / Patient Participation and Satisfaction --- p.51 / Patient Participation Knowledge --- p.51 / Patient Participation Use --- p.52 / Correlation Studies --- p.53 / Demographic Variables and Participation --- p.53 / Chapter IV. --- IMPLICATIONS --- p.58 / Patient Participation --- p.58 / Relationship --- p.58 / "Narrowing of Information, Knowledge and Competence Gap" --- p.58 / Information Sharing and Decision Making --- p.58 / Opening Channels of Communication --- p.60 / Role of Nurse --- p.60 / Engage in Physical and Intellectual Activities --- p.61 / Promotion of Patients' Charter and Patient Resources --- p.61 / Complaint Channels --- p.61 / Patient Satisfaction --- p.62 / Comparison and Benchmarking --- p.62 / Theoretical Framework Revisited --- p.63 / Participation: Modify Patients' Expectations --- p.65 / Patients as High-Involvement Customers --- p.65 / Modify the Stimuli --- p.66 / Quality --- p.66 / Customer Chain --- p.67 / Chapter V. --- CONCLUSION --- p.68 / Limitations of the Study --- p.69 / Hypothesis Testing --- p.65 / Reliability and Validity --- p.70 / Quantitative Methodology --- p.71 / Scope of Study --- p.71 / APPENDICES --- p.73 / BIBLIOGRAPHY --- p.141

The study aimed to explore and described the assessment of patient’s satisfaction with the quality of health care services rendered by the Crossroads Community Health Centre (CHCC). The target population comprised of adult male and female patients who have attended the clinic more than once. One hundred and twenty patients participated in the study. The convenience sampling method was used to select the respondents. A questionnaire was used to collect data. Validity and reliability were ensured. The Chronbach’s alpha reliability test was used to measure the internal consistency of the likert scale questionnaire items and was less than 0.4 for sections B-F, and 0.675 for section E. Descriptive and inferential data analysis was conducted using the Statistical Package for the Social Sciences 16.0 for Windows, release 16.0.1 with the assistance of a statistician. The findings indicated a positive perception of the quality of health care services rendered by the Crossroads CHCC. It was concluded that despite a positive perception of the health care services, there was a percentage of the respondents that rated the quality of the service as poor in relation to environmental cleanliness, staff attitudes, long waiting times, medications shortage, the complaints system reporting and health care service drainage to other CHCC where patient’s resided. The issue of quality improvement in these aspects was noted to be crucial and recommendations were made to improve the quality of the health care service at Crossroads CHCC. / Healh Studies / M.A. (Health Studies)

Thesis (MBA)--University of Stellenbosch, 2009. / ENGLISH ABSTRACT: The aim of the study was to assess the adult patients' perception of the quality of care received, following a visit to a doctor at Mthatha General Hospital Outpatients Department to establish whether it meets the patients' expectations, and to derive recommendations to improve the quality and assure that it is maintained. A cross-sectional survey was used to obtain the relevant data. A structured interview questionnaire was administered to a systemic sample of 204 adult patients attending the General Outpatients clinic at Mthatha General Hospital after a consultation with a doctor. Data was gathered and analyzed on the 204 patients' records using a Statistical package for Social sciences. This study has revealed that most patients are female (59%), aged between 16 and 70 years, with the majority in the 41 to 50 year age group. The majority of patients are unemployed (55.4%), with grade 1-8 level of education, have presence of long-standing illness or disability (54.9%), and are married (53.4%). The patients' perception of the quality of care was positive. The interpersonal aspects of care was judged by patients to be the most important, followed by technical aspects. Socio-demographic influences on perception of care were significant in those patients with long-standing illness or disability in respect of outcome aspects of care. It is recommended that patients' perception of the care provided to them be periodically assessed to ascertain if it meets their needs. / AFRIKAANSE OPSOMMING: Die doel van die studie was om die volwasse pasient se persepsie van die kwaliteit van versorgingsdiens, soos ervaar na 'n besoek aan 'n dokter by die Mthatha Algemene Hospitaal Buitepasiente Afdeling, te bepaal om gevolglik vas te stel of aan die pasient se verwagtinge voldoen is en om aanbevelings hiervan af te lei om kwaliteit te verbeter en te verseker dat dit volgehou word. 'n Deursnee peiling is gebruik om toepaslike data te bekom. 'n Gestruktureerde onderhoud-vraelys is aan 'n sistemiese monster van 204 volwasse pasiente by die algemene buitepasiente kliniek van die Mthatha Algemene Hospitaai gedoen na 'n besoek aan 'n dokter. Data uit die 204 pasienterekords is versamel en analiseer deur middel van 'n statistiese pakket vir die sosiale wetenskappe. Resultate toon dat die meerderheid pasiente vroulik (59%) en tussen 16 en 70 jaar oud is en oorwegend in die 41 tot 50 jaar ouderdomsgroep val. Die meerderheid pasiente is werkloos (55.4%), het 'n graad 1-8 vlak-opvoeding, vertoon met 'n langtermyn siekte toestand of ongeskiktheid (54.9%) en is getroud (53.4%). Die pasiente se persepsie van die kwaliteit van versorging was positief. Interpersoonlike aspekte van versorging is deur pasiente as die belangrikste beskou, gevolg deur tegniese aspekte. Sosiodemografiese invloede op die persepsie van uitkoms-verwante aspekte van versorging was betekenisvol by pasiente met langtermyn siekte toestande of ongeskikthede. Daar word aanbeveel dat pasiente se persepsie aangaande die versorging wat hulle ontvang periodiek beoordeel word om vas te stel of aan hulle behoeftes voldoen word.

The purpose of this study was to explore the utilization patterns of elderly women in a nurse managed clinic (NMC). A convenience sample of 20 women, 65 and older, attending an NMC completed an questionnaire and an interview. A pilot study guided the development of the questionnaire. Interrater reliability was performed to enhance the reliability of the pattern categories developed from the interviews. The findings of this research were that elderly women utilized this NMC for: physical assessment and monitoring; health care information; evaluating a physical need; referral; emotional support; socialization; convenience; cost; familiarity/comfort; health care need; and reliability. Satisfaction was the main component of the clients' perception of their visit to the NMC. Conclusions reached were that utilization of this NMC was based mainly on perceptions of health care needs and that cost, convenience, and familiarity influenced clients in choosing this clinic in addition to their primary care provider.

Spinal cord injury is one of the most catastrophic events that may befall a human being. As greater numbers of disabled young adults survive for longer periods, the need for long-term care at home increases. However, self-satisfaction and perceived quality of their care at home are thus important of study. The study had two purposes which included: (1) to describe what factors influence self-satisfaction and perceived quality of care provided for individuals who have had spinal cord injury, and (2) to generate the Learned Response Model that describes the relationships among factors essential for self-satisfaction and perceived quality of care provided for persons with spinal cord injury in the home. A correlation design with a causal modeling methodology was used. Eighty spinal cord injured persons were obtained from six rehabilitation sites in Arizona. Six instruments were utilized to collect data: (1) Knowledge of Disability Questionnaire (KDQ), (2) Stressful Life Events Questionnaire (SLEQ), (3) Activities of Daily Living Scale (ADLS), (4) Involvement of Significant Others Questionnaire (ISOQ), (5) Self-Satisfaction Questionnaire (SSQ), and (6) Perceived Quality of Care Scale (PQCS). Data analysis included use of descriptive statistics to summarize the sample in terms of demographic variables and theoretical and empirical model testing using multiple regression techniques and residual analysis. The study findings indicated that stressful life events was found to have direct negative impact upon perceived quality of care. Activities of daily living and involvement of significant others were found to be moderators relative to self-satisfaction. These variables also interacted together relative to self-satisfaction and perceived quality of care. Involvement of significant others was found to have a significant, but weak, moderation effect relative to the relationship of stressful life events with perceived quality of care.

Patientenzufriedenheit spielt eine zunehmend wichtige Rolle im Qualitätsmanagement im Gesundheitswesen. Die ärztliche Empathie gilt dabei als ein wesentliches Element, um eine hohe Patientenzufriedenheit zu generieren. Vor dem Hintergrund abnehmender ärztlicher Empathie während der Aus- und Weiterbildung wird in der vorliegenden Arbeit untersucht, inwieweit Assistenzärzte im Vergleich zu Fachärzten die Patientenzufriedenheit in einer anästhesiologischen Prämedikationsambulanz beeinflussen. In einem prospektiv-beobachtendem Studiendesign wurden die Zufriedenheit der Patienten, deren demografische und medizinische Daten, deren vorhandene Vorinformationen sowie organisatorische und logistische Faktoren mithilfe eines selbst erstellten ZUF-8 adaptierten Fragebogens erhoben und anhand des Ausbildungsstandes des prämedizierenden Arztes der Assistenz- oder Facharztgruppe zugeteilt. Dabei zeigten sich Gesamtzufriedenheitswerte auf durchgehend hohem bis sehr hohem Niveau. Feine Unterschiede zugunsten der Assistenzärzte wurden in den Items Gesprächsqualität, Allgemeinzufriedenheit und Freundlichkeit gefunden. Im Bereich der organisatorischen und logistischen Faktoren ergaben sich u.a. länger empfundene Wartezeiten bei den Assistenzärzten. Abschließend macht diese Arbeit deutlich, dass Assistenzärzte im Vergleich zu Fachärzten trotz abnehmender ärztlicher Empathie eine gleichweg hohe Patientenzufriedenheit generieren können. Eine Verbesserung der organisatorischen Abläufe könnte eine weitere Optimierung der Patientenzufriedenheit versprechen.

The objectives of this study were to measure and describe the overall satisfaction of Hispanics/Latinos with services they receive from Chesterfield County's Health Department and compare it to that of African Americans and Caucasians. Also, the objectives were to analyze reasons for different levels of satisfaction, assess the nature and degree of satisfaction with particular services, and suggest implications of the Hispanic/Latino opinions for public policy. While the empirical literature revealed that Hispanics/Latinos experience lower levels of satisfaction with health care services, this study did not provide evidence to support this theory.This is a multi-method non-experimental research design combining a cross-sectional design and qualitative interviews. Quantitative data was collected through a patient satisfaction survey, in both English and Spanish, incorporating both closed and open-ended questions. Qualitative data was collected through taped in-depth interviews conducted with each subject to obtain their perspective on the services provided by the Health Department.The Spanish and English research instrument (Appendix C and D) was a self-designed survey to provide a more comprehensive approach to assess customer satisfaction of health services, collect demographic information, and determine how to better deliver these services. The survey consisted of 46 questions (and several follow-up questions) with 23 questions pertaining to the six satisfaction dimensions. These dimensions were measured by a Likert-type response scale ranging from strongly agrees to strongly disagree.Item identification was based on suggestions offered by staff of Chesterfield County's Health Department, theoretical concepts introduced in the literature review and miscellaneous information adapted from the following surveys: The Connecticut Surgical Group - Patient Satisfaction Survey (2004); SERVQUAL--an instrument for measuring quality service (1990); and The Patient's View on Health Care by RAND and UMQC (1994). Authors of these surveys suggest satisfaction be assessed across the following dimensions: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding/knowledge of the customer, and tangibles (appearance of physical facilities). Data were collected from 166 non-Hispanic/Latino and 90 Hispanic/Latino patients that were 18 years of age or older and receive services, at Chesterfield County, Virginia's Health Department. The independent variables were sex, age, level of school completed, income, marital status, children, ethnic background, ability to speak English, modes of transportation, and length of residency in Chesterfield County, Virginia. Dependent variables in the analyses included the six dimensions of satisfaction--staff reliability, staff responsiveness, staff courtesy, staff communication, access to Health Department services, and Health Department Facilities. The data were analyzed through several inferential statistical techniques--univariate, bivariate, multivariate, and nonparametric.Results of the tests indicated that overall, ethnic background only influenced satisfaction with services across two dimensions--staff responsiveness and staff courtesy. However, there were noted differences in the measured levels of satisfaction across the racial/ethnic groups. This study also found that valid comparisons can be made among Hispanics/Latinos, African Americans, and Caucasians on their levels of satisfaction using the 23 measures. Population characteristics had no influence on the differences in satisfaction among the racial ethnic/groups. Results of the in-depth interview revealed that respondents were satisfied with the services as well as the quality of the services provided by the Health Department.