Date of Conferral

2022

Degree

Doctor of Healthcare Administration (D.H.A.)

School

Health Services

Advisor

Yi-Jhen (Wendy) Li

Abstract

AbstractHistorically, the lesbian, gay, bisexual, transgender, and queer (LGBTQ) community has reported low patient satisfaction for health care. The purpose of this quantitative study was to examine the statistical relationship between patient satisfaction among LGBTQ patients (independent variable) and patient volume and hospital revenue (dependent variables) in the U.S. state of Georgia. The study was grounded on Andersen's model of healthcare utilization. Two research questions guided this study related to the statistical relationship between hospital revenue and patient satisfaction within health systems and the statistical relationship between patient satisfaction and patient volume. The study included 567 members of the LGBTQ community in Georgia. Secondary data were collected from the EMMA and CMS Reports in inpatient health care systems. The correlation coefficient and the Pearson's product-moment correlation coefficient (Pearson’s r) were used to check relationships among the variables to explore the impact of patients’ perceptions on hospital revenue and patient volume among members of the LGBTQ community. Two null hypotheses were tested and none were rejected. No statistical significance existed between patient satisfaction and patient volume among LGBTQ patients. Secondly, no statistically significant relationship existed between patient satisfaction and patient funding among LGBTQ patients. No statistical relationship existed between LGBTQ patient satisfaction and hospital revenue. The results of this study contribute to positive social change by empowering healthcare facilities and providing data that may be applicable to health systems facing patient satisfaction challenges, specifically within the LGBTQ community.

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