Exam Notes on Patient Satisfaction in Health Care

Question 1

What is the definition of patient satisfaction?

Answer 1

A subjective evaluation of the service received against individual expectations

Patient satisfaction can vary based on factors such as access, cost, environment, interpersonal interactions, and technical quality continuity.

Question 2

Why is patient satisfaction important?

Answer 2

• Improves compliance with health workers’ recommendations
• Enhances health outcomes
• Elevates the quality of healthcare
• Reduces the likelihood of malpractice lawsuits
• Serves as a goal of healthcare, promoting a patient-centered approach and incorporating patient values into care plans

Patient satisfaction is crucial for fostering a better healthcare experience and outcomes.

Question 3

What is the Expectancy-Value Theory in relation to patient satisfaction?

Answer 3

Satisfaction occurs when perceived care exceeds expectations (Positive Disconfirmation)

Dissatisfaction occurs when perceived care is less than expectations (Negative Disconfirmation).

Question 4

What is the Disconfirmation Theory?

Answer 4

A dominant theory where consumers compare their perceptions of service against a standard

Key attributes include reliability, responsiveness, assurance, empathy, and tangibles.

Question 5

What does the Exchange Theory state regarding patient satisfaction?

Answer 5

Satisfaction is derived when the value of care exceeds the cost

Changes in either cost or value can affect satisfaction levels.

Question 6

What are the perspectives of patient satisfaction?

Answer 6

• Provider perspective
• Patient perspective
• Combined perspectives of both providers and patients

Patient satisfaction serves as a proxy for the quality of healthcare.

Question 7

What are the dimensions of patient satisfaction?

Answer 7

• Interpersonal Dimension: Care, support, consideration, friendliness, courtesy, respect, encouragement, confidentiality, non-judgmental attitudes
• Organizational Dimension: Availability of seating, amenities in waiting areas, cleanliness, triage systems, provisions for special patient needs
• Services Dimension: Waiting time, clinic opening hours, number of clinic days, walk-in services, availability of necessary drugs, quality of explanations and health education, appointment scheduling

Each dimension addresses different aspects of the patient experience.

Question 8

How is patient satisfaction measured?

Answer 8

Measurement can include various questions such as:
* How would you define patient satisfaction?
* How is patient satisfaction related to the quality of healthcare?
* What is the importance of patient satisfaction in health service delivery?
* What are the perspectives of patient satisfaction?
* What dimensions of patient satisfaction are mentioned in relevant articles?
* How was patient satisfaction measured, and what alternative methods could be used?
* What factors are associated with patient satisfaction?

These questions guide the assessment of patient satisfaction in healthcare settings.

Question 9

What are other terms used for patient satisfaction?

Answer 9

• Client satisfaction
• Customer satisfaction
• User satisfaction

These terms may be used interchangeably in various contexts.

Question 10

True or False: Patient satisfaction is solely based on the technical quality of care received.

Answer 10

False

Patient satisfaction encompasses multiple dimensions, including interpersonal interactions and organizational factors.

Question 11

Fill in the blank: Patient satisfaction can be influenced by _______.

Answer 11

[key learning term]

Possible answers include access, cost, environment, interpersonal interactions, and technical quality.