title: Effect of a computerized online grading system on patient satisfaction in a military primary health care setting.
abstract: Patient satisfaction is gaining recognition as an important determinant of the quality of medical care. We conducted an analysis to evaluate the effect of a computerized online system that comparatively displays grades of patient satisfaction among primary care military infirmaries. Fifteen Israel Air Force primary care infirmaries served as the intervention group, and 130 Israel Defense Force infirmaries were the control group. Baseline patient satisfaction was surveyed in all infirmaries. In the intervention group only, infirmaries were resurveyed at 3-month intervals during a 1-year period. Satisfaction scores were continuously displayed on an intranet site in a comparative graphical manner by using the computerized system, available only to the intervention group. At the endpoint, patient satisfaction improved in both groups. However, the magnitude of improvement in the intervention group was significantly greater, in comparison with the control group. The most pronounced improvement was noted in availability of service (intervention group, 57.9% at baseline vs. 66.0% at endpoint, p < 0.001; control group, 67.5% vs. 69.6%, p < 0.025). We conclude that the use of this computerized system in conjunction with promotional efforts resulted in significant improvements in patient satisfaction.
authors.affiliation: Surgeon General Headquarters, Israel Air Force, Tel-Hashomer, Israel.
authors.forename: Gad
authors.initials: G
authors.lastname: Levy
authors.forename: Liav
authors.initials: L
authors.lastname: Goldstein
authors.forename: Erez
authors.initials: E
authors.lastname: Barenboim
authors.forename: Yaron
authors.initials: Y
authors.lastname: Bar-Dayan
mesh_terms: D000293:Adolescent; D000328:Adult; D019985:Benchmarking; D003196:Computer Graphics; D005260:Female; D019538:Health Care Surveys; D006801:Humans; D033181:Information Dissemination / Q000379:methods*; D007557:Israel; D008297:Male; D008875:Middle Aged; D008887:Military Medicine / Q000458:organization & administration* / Q000592:standards; D008889:Military Personnel / Q000523:psychology*; D017060:Patient Satisfaction; D011320:Primary Health Care / Q000458:organization & administration* / Q000592:standards; D011795:Surveys and Questionnaires; D014584:User-Computer Interface