[Measuring patient satisfaction in integrated healthcare projects--a pilot study with a modified ZAP questionnaire].
Analysing the quality of integrated healthcare, as a new form of care, measurement of patient satisfaction becomes more and more important. However, there is a lack of standardised instruments of questionnaires for integrated network structures that could be used to measure and compare the satisfaction of participating insured persons. This gap should be closed by the study at hand, by arranging an exemplary measurement of satisfaction in the integrated care project OPTI-MuM. Because of the specific offers provided by the OPTI-MuM project, an existing questionnaire from the ambulatory sector had to be modified. A random sample of 1,000 insured individuals that have been enrolled in the project until now was interviewed. The response rate was 46.6%. In general, the survey respondents were very much satisfied with the provided integrated healthcare services. 75% of the respondents were 'very satisfied' or 'rather satisfied' with the range of services offered within the OPTI-MuM project. In addition, about 80% of the respondents would again participate in the project and recommend it. But the survey also demonstrated that there is potential for improving the provision of information. The study shows that the OPTI-MuM project is effective regarding the satisfaction of the participants. The questionnaire should be used for measuring satisfaction in comparable healthcare projects in order to enable a better classification of the results of this study.
Braun
Sebastian
S
Universität Hannover, Fakultät für Wirtschaftswissenschaften, Forschungsstelle für Gesundheitsökonomie. sbr@ivbl.uni-hannover.de
Kreimeier
Simone
S
Greiner
Wolfgang
W
D000293:Adolescent; D000328:Adult; D000368:Aged; D000369:Aged, 80 and over; D056808:Biostatistics; D003695:Delivery of Health Care / Q000592:standards*; D005858:Germany; D006801:Humans; D007348:Insurance, Health; D008875:Middle Aged; D017060:Patient Satisfaction; D010865:Pilot Projects; D011785:Quality Assurance, Health Care / Q000592:standards*; D011795:Surveys and Questionnaires; D055815:Young Adult