Understanding the factors that influence patient satisfaction with ambulance services.
The quality of ambulance services has an immense impact on patients' future well-being and quality of life. Patient satisfaction is one of the key metrics for evaluating the quality of this service. Yet, the patient satisfaction measurement may be limited in its ability to accurately reflect this service quality, and even reflect factors beyond the patient experiences. We analyze 10 years of survey data to reveal a number of factors that systematically bias ambulance satisfaction ratings. Taking into account these biases provides more robust comparison of ambulance performance over time or across different jurisdictions.
a Ehrenberg-Bass Institute for Marketing Science , University of South Australia , Adelaide , Australia.
Svetlana
S
Bogomolova
a Ehrenberg-Bass Institute for Marketing Science , University of South Australia , Adelaide , Australia.
P J
PJ
Tan
a Ehrenberg-Bass Institute for Marketing Science , University of South Australia , Adelaide , Australia.
S P
SP
Dunn
b The Council of Ambulance Authorities , Victoria , Australia.
M
M
Bizjak-Mikic
D003695:Delivery of Health Care; D004632:Emergency Medical Services; D006801:Humans; D017060:Patient Satisfaction; D011788:Quality of Life; D011795:Surveys and Questionnaires; D014187:Transportation of Patients / Q000379:methods*
Ambulance services; overall satisfaction; patient satisfaction