Relationships of patient satisfaction with experience of system performance and health status.
This article investigates the relationship between three types of measures obtained from consumer surveys: satisfaction, health status, and report of systems performance. Analyses demonstrate that patient reports of the quality of processes of care or system performance (such as receiving results of tests or receiving conflicting information from staff members) are significantly related to satisfaction independently of perception of health status. Since dissatisfaction is known to be associated with disenrollment, patient reports of system performance are of great interest to health plans.
University of Massachusetts Medical Center, Worcester, MA.
J G
JG
Zapka
R H
RH
Palmer
J L
JL
Hargraves
D
D
Nerenz
H S
HS
Frazier
C K
CK
Warner
D000328:Adult; D000368:Aged; D000553:Ambulatory Care / Q000592:standards; D005260:Female; D006279:Health Maintenance Organizations / Q000458:organization & administration / Q000592:standards*; D006304:Health Status; D006801:Humans; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D017064:Process Assessment, Health Care; D011795:Surveys and Questionnaires; D014481:United States