Patient satisfaction with provided care: theoretic approaches and models
Authors:
J. Mareš
Authors‘ workplace:
Lékařská fakulta UK v Hradci Králové
; Přednosta: doc. MUDr. Svatopluk Býma, CSc.
; Ústav sociálního lékařství
Published in:
Prakt. Lék. 2009; 89(2): 59-64
Category:
Reviews
Overview
This overview study reveals the current knowledge on patient’s satisfaction with healthcare, with the emphasis placed on general practice medicine. The study is subdivided into four parts. Firstly, different approaches to define a concept of patient satisfaction are given. In the literature, the concept of satisfaction has different dimensions (some authors only consider positive aspects, while others consider all aspects including the negative ones). Approaches differ in understanding the content of satisfaction (one-dimensional perception of patient’s attitude or multidimensional perception). Satisfaction is defined in a different time frame (current and long-term satisfaction) for different parties (individual, group of patients, all patients in GP’s care).
The second part of the study reveals two models of satisfaction, which show relationships between variables (the first emphasizes the physician-patient interaction, the second emphasizes the episodes of care provided).
The third part of the study comprises information on variables that influence patient satisfaction. Six factors are given: physician, nurse, patient, provided care, environment, health system and its regulations.
The fourth part deals with functions, which can be used for identifying patient satisfaction. Patient satisfaction is important, but not the only parameter of quality of care.
Key words:
patient, physician, general practitioner, patient satisfaction, definition, models, determinants, medical care.
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Labels
General practitioner for children and adolescents General practitioner for adultsArticle was published in
General Practitioner
2009 Issue 2
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