title: Assessing patient satisfaction and quality of care through observation and interview.
abstract: The purpose of this study was to investigate patient satisfaction using an in-depth approach rather than the more common patient survey method. The authors conducted patient interviews and participant-oriented observations between patients, family members, and medical staff in a large teaching hospital to assess patients' perceptions of the quality of care provided on a medical-surgical unit. The observations were classified according to the Donabedian model of quality of care: technical care, interpersonal care, and amenities of care. Technical interactions (92.5%, or n = 123) were most common, followed by interpersonal interactions (5%, or n = 7) and interactions related to amenities of care (2%, or n = 3). Of the patients interviewed, 89% (n = 40) were satisfied with the treatment and quality of care they received. Of the 10% (n = 9) of patients who reported dissatisfaction with the hospitalization, most of the complaints were related to surgical procedures. Observations and patient interviews may provide a more informative and accurate assessment of patient satisfaction than a reliance on patient surveys as the sole measure.
authors.affiliation: College of Health, University of North Florida, USA.
authors.forename: Kay
authors.initials: K
authors.lastname: Tasso
authors.forename: Linda S
authors.initials: LS
authors.lastname: Behar-Horenstein
authors.forename: Amy
authors.initials: A
authors.lastname: Aumiller
authors.forename: Kathy
authors.initials: K
authors.lastname: Gamble
authors.forename: Nicholas
authors.initials: N
authors.lastname: Grimaudo
authors.forename: Peggy
authors.initials: P
authors.lastname: Guin
authors.forename: Tammy
authors.initials: T
authors.lastname: Mandell
authors.forename: Beth
authors.initials: B
authors.lastname: Ramey
mesh_terms: D005431:Florida; D006302:Health Services Research / Q000379:methods*; D006784:Hospitals, Teaching / Q000592:standards*; D006801:Humans; D007407:Interviews as Topic; D019370:Observation; D017060:Patient Satisfaction; D036301:Qualitative Research; D011787:Quality of Health Care; D011795:Surveys and Questionnaires