Date of Conferral
5-8-2024
Date of Award
May 2024
Degree
Ph.D.
School
Health Services
Advisor
Christopher Miller
Abstract
Healthcare inequalities impact patient impression of the healthcare quality provided by healthcare institutions. This qualitative phenomenology study examined healthcare leader experiences in using patient input to enhance the quality of care within an integrated healthcare system. The primary research question involved understanding the lived experiences of healthcare leaders on using patient feedback to improve the quality of care in an integrated healthcare system. The conceptual underpinning was the patient feedback response framework. Braun and Clarke’s six-step inductive thematic analysis was used to analyze transcripts. The findings from the participants’ responses suggest that providing caring, patient-centered care was the factor that most strongly and positively influenced patient satisfaction. Patient satisfaction results identified gaps in quality of care and guided performance improvements, as well as facility cleanliness, orderliness, and privacy. Hindrances to the use of patient satisfaction results included staff limitations, resource constraints, and lack of receptivity to feedback as well as patient satisfaction and healthcare quality. Implications for positive social change include revealing a means through which integrated healthcare systems can use patient satisfaction feedback to enhance care quality and to turn patient perceptions into actionable quality improvement programs. The findings could guide policymakers to develop strategies to integrate patient feedback effectively, thereby promoting advancements in healthcare quality and performance.
Recommended Citation
Adams, Michele Renee, "Healthcare Leaders’ Translation of Patient Feedback to Quality Improvement in Integrated Care" (2024). Walden Dissertations and Doctoral Studies. 15761.
https://scholarworks.waldenu.edu/dissertations/15761
