Date of Conferral
2022
Degree
Doctor of Healthcare Administration (D.H.A.)
School
Health Education and Promotion
Advisor
Edessa Jobli
Abstract
Performance related to patient satisfaction is becoming a significant factor in determining reimbursement for hospital-based services. Furthermore, consumers are increasingly accessing publicly available quality and patient experience information to make decisions about where to receive care. Understanding which hospital characteristics influence patient satisfaction is critical to the healthcare administrator to ensure the financial viability of the organization and to meet the needs and expectations of the community. Many studies have examined the relationship between a single performance characteristic and patient satisfaction. This secondary data quantitative study used regression analysis to analyze the relationship between three hospital performance characteristics (i.e., the incidence of medical or surgical complications, the provision of discharge instructions, and readmission rates) and hospital patient satisfaction. Andersen’s model of healthcare utilization served as the theoretical foundation for the study. The findings indicated that medical or surgical complications, the provision of discharge instructions, and readmission rates predicted patient satisfaction. Of the three performance characteristics, the provision of discharge instructions best predicted patient satisfaction. Further research examining the relationship between additional hospital performance characteristics, as well as how structural (e.g., hospital size) and geographical factors influence patient satisfaction scores, are warranted. Understanding the factors that predict satisfaction leads to positive social change through improved quality of care, decreased health care costs, and enhanced population health.
Recommended Citation
Lombardi-Gillies, Vanna, "Predicting Patient Satisfaction Using Hospital Performance Characteristics" (2022). Walden Dissertations and Doctoral Studies. 13037.
https://scholarworks.waldenu.edu/dissertations/13037
