title: Does feedback influence patient - professional communication? Empirical evidence from Italy.
abstract: Healthcare providers often look for feedback from patient surveys. Does health-professional awareness of patient survey results improve communication between patients and providers? To test this hypothesis, we analyzed the data of two surveys on organizational-climate and patient experience in Italy. The two surveys were conducted in 26 hospitals in the Tuscany region and involved 8942 employees and 5341 patients, respectively. Statistical analysis showed that the patient experience index significantly improved by 0.35 points (scale: 0-100) when the professionals' knowledge of the patient survey results increased by 1%. These findings suggest that the control systems should focus more on the dissemination phase of patient survey results among health professionals in order to improve the quality of services.
authors.affiliation: Scuola Superiore Sant'Anna, Istituto di Management, Laboratorio Management e Sanità, Piazza Martiri della Libertà 24, 56127 Pisa, Italy. Electronic address: a.murante@sssup.it.
authors.forename: Anna Maria
authors.initials: AM
authors.lastname: Murante
authors.affiliation: Scuola Superiore Sant'Anna, Istituto di Management, Laboratorio Management e Sanità, Piazza Martiri della Libertà 24, 56127 Pisa, Italy.
authors.forename: Milena
authors.initials: M
authors.lastname: Vainieri
authors.affiliation: Scuola Superiore Sant'Anna, Istituto di Management, Laboratorio Management e Sanità, Piazza Martiri della Libertà 24, 56127 Pisa, Italy.
authors.forename: Diana
authors.initials: D
authors.lastname: Rojas
authors.affiliation: Scuola Superiore Sant'Anna, Istituto di Management, Laboratorio Management e Sanità, Piazza Martiri della Libertà 24, 56127 Pisa, Italy.
authors.forename: Sabina
authors.initials: S
authors.lastname: Nuti
mesh_terms: D003142:Communication; D003625:Data Collection; D005246:Feedback; D005260:Female; D006801:Humans; D007558:Italy / Q000453:epidemiology; D008297:Male; D008875:Middle Aged; D009723:Nurse-Patient Relations; D017060:Patient Satisfaction / Q000706:statistics & numerical data; D010817:Physician-Patient Relations; D011369:Professional-Patient Relations
keywords: Communication; Dissemination; Health professional awareness; Patient feedback