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   Table of Contents     
REVIEW ARTICLE  
Year : 2010  |  Volume : 3  |  Issue : 3  |  Page : 151-155
Patient satisfaction


Department of Dermatology, Vydehi Hospital, VIMS and RC, Whitefield, Bangalore, Karnataka, India

Click here for correspondence address and email

Date of Web Publication1-Jan-2011
 

   Abstract 

Patient satisfaction is an important and commonly used indicator for measuring the quality in health care. Patient satisfaction affects clinical outcomes, patient retention, and medical malpractice claims. It affects the timely, efficient, and patient-centered delivery of quality health care. Patient satisfaction is thus a proxy but a very effective indicator to measure the success of doctors and hospitals. This article discusses as to how to ensure patient satisfaction in dermatological practice.

Keywords: Patient, satisfaction, customer, service, quality

How to cite this article:
Prakash B. Patient satisfaction. J Cutan Aesthet Surg 2010;3:151-5

How to cite this URL:
Prakash B. Patient satisfaction. J Cutan Aesthet Surg [serial online] 2010 [cited 2022 Oct 2];3:151-5. Available from: https://www.jcasonline.com/text.asp?2010/3/3/151/74491



   Introduction Top


The practice and system of medicine has evolved over centuries. There are certain significant developments which have taken place in the health systems in recent times. Chief among them are:

  1. the establishment of corporate hospitals equipped with the latest facilities
  2. the advent of third-party payers (insurance companies, governments, companies, etc.); increasing awareness among patients
  3. availability of information through the internet, and higher expectations of patient care, and finally
  4. the increasing litigations for unsatisfying results.


All these factors have resulted in a challenging profile for the health care industry - away from the traditional concept of a noble profession toward a service industry.


   Special Features of Dermatological Practice Top


Certain features of dermatological practice in relation to the above mentioned factors, certain specific features of dermatological practice should be emphasised:

  1. Many dermatological disorders are characterized by chronicity. Thus adherence to topical and/or systemic therapies for a long period of time is essential for successful management. It is estimated that more than one-third of patients fail to take medications as prescribed, especially for chronic disorders. [1] This may lead to poor compliance and further to treatment failure and thereby to poor patient satisfaction.
  2. People may come to dermatologists with high expectations of a definitive cure for all their skin disorders. Experience tells us that it is not possible for us to guarantee such solutions. This leads to a huge gap between the service provider and the service seeker, leading to decreased patient satisfaction.
  3. Poor communication with physicians, lack of empathy, and the chronicity of many of the disorders lead to dissatisfaction.
  4. The patients, particularly the youth, are keen to have quick solutions to their problems and therefore are more likely to be dissatisfied. People aged between 35 and 49 years, who form a major part of the new consumer cohort, have the lowest patient satisfaction scores compared with other age groups.
  5. Recent fascination for esthetic treatments has changed the scenario to a large extent. These "patients" who are otherwise healthy have a higher level of expectation. Esthetic dermatology care is also delivered by other players such as beauty clinics and nonmedical professionals, who may not be necessarily bound by the ethical rules of the medical profession. They often resort to exaggerated claims, prominent advertisements leading to heightened expectations and later disappointments.
  6. A dermatologist's professional job satisfaction and a patient's satisfaction need not necessarily complement each other. We rate our job satisfaction by our professional knowledge, attending CMEs, conferences, mastering new skills, and keeping pace with new technologies. All these factors are not always relevant to the patient. Ulitmately however, whether a patient is happy with a doctor's approach depends on different nonclinical factors like listening to him or her, promptness of services, and how we talk and gesture.



   Assessment of Quality of Health Care Top


In a major report published in 2001 ("Crossing the Quality Chasm", the Institute of Medicine (IOM) set forth six aims for a quality health care system patient safety: (a) safe; (b) equitable; (c) evidence based; (d) timely; (e) efficient; and (f) patient centered. The latter three factors directly influence patient satisfaction. [2] This article focuses on patient satisfaction, its assessment, and its effects on health care delivery, particularly with reference to dermatological and esthetic practice.

Patient as a consumer

Under these circumstances, would it be more appropriate to address the patients as "consumers"? The word "consumer" is derived from the Latin word "consumere" which literally means one who acquires commodities or services. Similarly, the word customer is also defined as "a person who purchases goods or services." [3] Today the patient sees himself as a buyer of health services. Once this concept is accepted, then there is a need to recognize that every patient has certain rights, which puts a special emphasis on to the delivery of quality health care,

This explains why many hospitals, especially those in the corporate sector, have begun to function like a service industry. The hospital industry has begun to employ HR professionals and management graduates. Third-party payers too have recognized that patient satisfaction is an important tool for the success of their organization and are regularly monitoring patient satisfaction levels among their customers. In USA, physician bonuses are linked to patient evaluation of their doctor's personal interaction with them. These players have recognized that higher patient satisfaction leads to benefits for the health industry in a number of ways, which have been supported by different studies [4] :

  1. Patient satisfaction leads to customer (patient) loyalty.
  2. Improved patient retention - according to the Technical Assistant Research Programs (TARPs), if we satisfy one customer, the information reaches four others. If we alienate one customer, it spreads to 10, or even more if the problem is serious. So, if we annoy one customer, we will have to satisfy three other patients just to stay even. Change the reference number.
  3. They are less vulnerable to price wars. There is sufficient evidence to prove that organizations with high customer loyalty can command a higher price without losing their profit or market share. In fact, in a study conducted in Voluntary Hospitals of America, nearly 70% of patients were willing to pay more money if they had to consult a quality physician of their choice. [5]
  4. Consistent profitability - it is estimated that, in USA, loss of a patient due to disatisfaction, can result in the loss of over $200,000 in income over the lifetime of the practice. [6]
  5. Increased staff morale with reduced staff turnover also leads to increased productivity
  6. Reduced risk of malpractice suits - an inverse correlation has been reported for patient satisfaction rates and medical malpractice suits. [7]
  7. Accreditation issues - it is now universally accepted that various accreditation agencies like International Organization for Standardization (ISO), National Accreditation Board for Hospitals (NABH), Joint Commission on Accreditation of Healthcare Organizations (JCAHO), etc., all focus on quality service issues. [8]
  8. Increased personal and professional satisfaction - patients who improve with our care definitely make us happier. [9] The happier the doctor, the happier will be the patients.



   Service Excellence Top


Service excellence revolves around three factors: doctor, patient, and organization.

Doctor

Undoubtedly, the physician has twin responsibilities of giving the best health care to the patient, and leading the team or the organization in attaining the goal of satisfying the patient. Listed below are few "house rules" to handle the patient so as to attain a satisfying and a noncomplaining patient: [4]

  1. Break the ice : make eye contact, smile, call people by name, express with words of concern.
  2. Show courtesy : Kind gestures and polite words make a patient very comfortable.
  3. Listen and understand : encourage patients to tell their problem. Invite and answer their questions.
  4. Inform and explain : it promotes compliance. People are less anxious when they know what's happening.
  5. See the whole person : see beyond illness the whole person.
  6. Share the responsibility : risks and uncertainty are facts of life in medical practice. Acknowledging risks builds trust.
  7. Pay undivided attention : this reduces distractions and interruptions as much as possible.
  8. Secure confidentiality and privacy : watch what you say, where you say, and to whom you say.
  9. Preserve dignity : treat the patient with respect. Respect modesty.
  10. Remember the patient's family: families feel protective, anxious, frightened, and insecure. Extend yourself, reassure, and inform.
  11. Respond quickly : Keep appointments, return calls, and apologize for delays.


Patient

A patient's liking the doctor has a lot to do with the patient getting better. A patient's expectations of a good service depend on age, gender, nature of illness, hour of the day, his or her attitude toward the problem and the circumstances. [3]

In general, patients expect their doctors to keep up the timings, behave cordially, and communicate in their language. They expect care, concern, and courtesy in addition to a good professional job.

Understanding a patient

Certain tips can help a doctor or a hospital to understand the patients better:

  1. Recognize that patients expect a personal relationship that shows compassion and care.
  2. Recognize that the patient has got certain rights. Various regulatory authorities and hospitals have drawn a charter of rights for the patients. [10]
  3. Make sure a patient has got a good first impression of you and your set up.
  4. Step into your patients' shoes; see through their eyes and hear through their ears.
  5. Minimize the patient's waiting time to the least possible.
  6. Try to make your problem-solving system to be functional.
  7. Always obtain feedback from your patients and correct shortcomings if any.


Hospital

Many a times it happens that with a competent doctor and a compliant patient, the problems persist because of the policies, work culture, and attitude shown by the hospital. Traditionally, hospitals have had discrete functional services such as house-keeping, dietary services, pharmacy, laboratory, etc. Unfortunately, this specialization has led to more fragmentation, costly care, and less than ideal customer service. A study describes that during a typical 3- to 4-day stay in a large hospital, a patient may interact with 50-60 employees. [11] Building and sustaining a service-oriented organizational culture is important for the success of any organization. Several changes are being seen in the management strategies with the goal of serving better and improving the service quality.

There are certain areas where minimum requirements and standards have to be maintained.

Telephone service

Ensure that a smart, competent, and intelligent person is placed to handle the telephone for he or she will be the voice of the practice. Establish standards to ensure that the telephone is picked within a certain time, mode and tone of speech are cordial, and a triage protocol is followed which helps to ward off the unnecessary calls when the doctor is busy in his or her professional work. Periodically, a survey can be made to monitor how these standards are followed.

Office appearance

An esthetically designed office, which is well-furnished, properly spaced with good interiors, well equipped with lighting, water, furniture, etc., and well-dressed, ever-smiling, and pleasant staff go a long way in bringing the patient to the doctor's office. Patients may not remember what you said to them; patients may not remember what you did to them; but they always remember how you made them feel.

Waiting time

The amount of time the patient spends in the waiting corridor area plays a very important role in determining the outcome of patient satisfaction. With so many choices available, few people will stick to a doctor who has no respect for their time. The waiting time depends on a lot on factors, like the doctor's style of working, the kind of patients he or she sees, the locality where he or she practices, and the efficacy of the supportive staff.

Doctor-patient interaction

This is perhaps the most important indicator to determine the patient satisfaction outcome. Improving the physician's interpersonal skills can increase patient satisfaction, which is likely to have a positive effect on treatment adherence and health outcomes. [12] Up to 25% of patients have comorbid psychosocial problems. [13] Such patients require more time from the dermatologist. Doctors frequently end up prescribing more and talking less to the patient. In one study, insufficient communication was recognized by psoriasis patients as a major cause of dissatisfaction with treatment. [14]

Patient education

Typically, today's patients are more educated, computer savvy, and much richer. It is essential to clear all their rightly or wrongly earned doubts with much patience and compassion. According to a National Research Corporation (NRC) survey, on a scale of 10, patients listed willingness to explain things as the most important criterion in selecting a physician. Other factors used in the study were reasonable fees, telephone access, friendly office, convenient appointments, and convenient location; the willingness to explain things was given a rating of 9.6, well above the others. [15] Incomplete, improper, and poor communication may lead to unrealistic goals and expectations which in turn can lead to dissatisfaction especially in cosmetic and chronic disorders.

Successful education increases patient satisfaction and results in improved adherence to treatment and thus to a better outcome. Various methods like verbal education, written information (handouts, articles in popular magazines, etc.), group-based learning, audiotapes, videotapes, computer-assisted education, and the internet can be used to educate the patient about the disease. [16]

Problem solving

This is perhaps the most important among all the patient-related issues. To have accreditations to organizations like JCAHO, NABH, ISO, etc., a hospital should have a good system for handling complaints.

According to the JCAHO manual: [8]

  1. A mechanism must exist for receiving complaints.
  2. Patients must be informed of this mechanism and of their right to complain.
  3. The organization must respond to significant complaints and take appropriate actions; patients cannot be penalized for complaining.
  4. All health care facility providers must document patient complaints and their responses to them.


The TARP has conducted a survey of assessing the loss sustained by an organization to measure the financial consequence of dissatisfied customers. According to the report, if 150 complaints are voiced in a year, for every complaint voiced, an additional 26 complaints are not voiced. That means there are 150 Χ 26 or 3900 complaints in that period. [17] Approximately, 1 complaint in 5 is serious. That means of the 3900 complaints, about 780 are serious. If 50% of the people with serious complaints go elsewhere the next time they need service, that means 390 people will choose another doctor or hospital next time. It is estimated that 40% of these patients or their close family members will need hospitalization in the next 12-month period. Thus the financial implication will be too heavy for the doctor and the organization. [17]

So when there is a lapse in the service delivered, one should always try to accept and acknowledge the mistake with grace. While acknowledging the lapse, one is expressing the regret only for the process. Apologizing doesn't mean that one is accepting the guilt. Steps should be taken to ensure, that such lapses do not recur.

Feedback

The feedback given by the patient helps to improve the work of the physician, place, and also the system. Despite the advantages of self-assessment, dermatologists rarely have a system to analyze and evaluate quality of care rendered in the practice. Patient feedback can be obtained by patient questionnaires, follow-up phone calls, suggestion box, referral physician's survey, etc. The DrScore web site ( http://www.drscore.com ) provides an online patient satisfaction survey designed to respond to the needs of dermatologists by providing data to individual dermatologists to help them improve the quality of patient perceptions of physician quality. The data can be used to design effective strategies to improve efficiency of care given to the patients. [6]


   Conclusion Top


Patient satisfaction is an attitude. Though it does not ensure that the patient will remain loyal to the doctor or the hospital, it is still a strong motivating factor. Patient satisfaction is only an indirect or a proxy indicator of the quality of doctor or hospital performance. [17],[18] Delivery of patient-focussed care requires that we provide care in a particular way, not just sometimes or usually, but always. It must be every patient every time.

It is an ironic fact - the better you are, the better you must become. Quality does not stand still. It should be linear and always ascending. One should strive to provide better care and soar above each and every patient's expectations.
"A satisfied patient is a practice builder."

 
   References Top

1.Berg JS, Dischler J, Wagner DJ, Rias JJ, Palmer-Shevlin N. Medication compliance: A healthcare problem. Ann Pharmacother 1993;27:S1-24.  Back to cited text no. 1
    
2.Committee on Quality of Health Care in America, IOM. Crossing the Quality Chasm: A New Health System for the 21 st Century. Washington D.C.: National Academy Press, 2001;39-40.  Back to cited text no. 2
    
3.Brown SW, Nelson AM, Bronkesh SJ, Wood SD. Patient Satisfaction Pays. Quality service for practice success. Maryland: Aspen Publication; 1993.  Back to cited text no. 3
    
4.Wendy L, Scott G. Service Quality Improvement. The customer satisfaction strategy for health care. AHA company, USA: AHA Company; 1994.  Back to cited text no. 4
    
5.Voluntary Hospitals of America, special report: Quality care. Market Monitor. Vol. 11. 1988.  Back to cited text no. 5
    
6.Luecke RW, Rosselli VR, Moss JM. The economic ramifications of "client" dissatisfaction. Group Pract J 1991;8-18.  Back to cited text no. 6
    
7.Poulas GA, Brodell RT, Mostow EN. Improving quality and patient satisfaction in dermatology office practice. Arch Dermatol 2008;144:263-5.  Back to cited text no. 7
    
8.Joint commission Accredition of Health care Organizations: Accredition Manual for Hospitals. Oak Brook Terrace IL: JCAHO; 1992.  Back to cited text no. 8
    
9.Foot F. How to be a happy dermatologist. Dermatol Psychosom 2004;5:112-3.  Back to cited text no. 9
    
10.Department of Health, The Patient′s Charter. London, HMSO 1992.  Back to cited text no. 10
    
11.Hein EC. Contemporary Leadership Behaviour, Selected Readings. 5 th ed. 1998: Philadelphia, New York, Lippincott.  Back to cited text no. 11
    
12.Renzi C, Abeni D, Picardi A, Agostini E, Melchi CF, Pasquini P, et al. Factors associated with patient satisfaction with care among dermatological outpatients. Br J Dermatol 2001;145:617-23.  Back to cited text no. 12
[PUBMED]  [FULLTEXT]  
13.Picardsi A, Abeni D, Melchi CF, Puddu P, Pasquini P. Psychiatric morbidity in dermatological outpatients: An issue to be recognised. Br J Dermatol 2000;14:920-1.  Back to cited text no. 13
    
14.Krueger G, Koo J, Lebwohl M, Menter A, Stern RS, Rolstad T. The impact of psoriasis on quality of life: Results of a 1998 National Psoriasis Foundaton patient-membership survey. Arch Dermatol 2001;137:280-4.   Back to cited text no. 14
[PUBMED]  [FULLTEXT]  
15.National Research Corporation, Voluntary Hospitals of America, Marketing Monitor. Vol. 6. 1988.  Back to cited text no. 15
    
16.Zirwas MJ, Holder JL. Patient education strategies in dermatology-Part 2: Methods. Available from: http://www.jcadonline.com [last accessed on 2009 Dec].  Back to cited text no. 16
    
17.TARP Technical Assistance Research Programs. Membership services as a revenue centre: Cost justification and marketing impact of an aggressive service program. Working paper. Washington, DC: TARP, Feb. 1986.  Back to cited text no. 17
    
18.Tabbish S. Hospital and Health Services Administration Principles and Practice. Oxford: Oxford University Press; 2001.p. 699.  Back to cited text no. 18
    

Top
Correspondence Address:
Bhanu Prakash
Department of Dermatology, Vydehi Hospital, VIMS and RC, Whitefield, Bangalore, Karnataka
India
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Source of Support: None, Conflict of Interest: None


DOI: 10.4103/0974-2077.74491

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Sean Stuart, Sally Mandichak, Julianne Davison, Shai Ansell, Timothy Parker
Western Journal of Emergency Medicine. 2021; 22(5): 1032
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39 A Hybrid Virtual Fracture Clinic is Safe and Efficacious in the COVID-19 Era: Stay at Home and Save Lives
Anirudh Sharma, Muhammad I Butt, Bisola Ajayi, Simon Perkins, Shamim Umarji, Caroline Hing, Darren F Lui
Cureus. 2021;
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40 Comparison of patient satisfaction toward healthcare performance between government hospitals and private hospitals
Mohammad Mahfouz, Abdullah Albaqami, Abdulrahman Awadh, Amer Alhejji, Abdulaziz Althobaiti, Waleed Alrubaie
International Journal of Medicine in Developing Countries. 2021; : 177
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41 Women’s Satisfaction with Cervical Cancer Screening Services and Associated Factors in Maternal Health Clinics of Jimma Town Public Health Facilities, Southwest Ethiopia
Tigist Atnafu, Dawit Wolde Daka, Tilahun Fufa Debela, Meskerem Seboka Ergiba
Cancer Management and Research. 2021; Volume 13: 7685
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42 Day-of-Surgery Video Calls and Phone Calls Increase Patient Satisfaction with Outpatient Surgery Experience
Matthew T. Kingery, Alexander Hoberman, Samuel L. Baron, Guillem Gonzalez-Lomas, Laith M. Jazrawi, Michael J. Alaia, Eric J. Strauss
Journal of Bone and Joint Surgery. 2021; 103(3): 243
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43 Cross-Cultural Adaptation and Validation of the Malay Satisfaction Questionnaire for Osteoporosis Prevention in Malaysia
Anisha Kaur Sandhu, Li Shean Toh, Yew Kong Lee, Alexander Tong Boon Tan, Jeyakantha Ratnasingam, Nagammai Thiagarajan, Pauline Siew Mei Lai
Patient Preference and Adherence. 2021; Volume 15: 1383
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44 Patient Satisfaction Towards Dentist-Patient Interaction Among Patients Attending Outpatient Dental Clinic Hospital Universiti Sains Malaysia
Ang Jian Yong, Noraini Mohamad, Norkhafizah Saddki, Wan Muhamad Amir W. Ahmad, Mohammad Khursheed Alam
Pesquisa Brasileira em Odontopediatria e Clínica Integrada. 2021; 21
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45 Examining agreement between nurse and patient perceptions of nursing care attributes in the surgical setting
Amy Krueger, Katherine Erdman, Johanna Lemke, Christopher Kabir
Nursing Management. 2021; 52(12): 14
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46 Magnitude of client satisfaction and its associated factors with outpatient pharmacy service at Dubti General Hospital, Afar, North East Ethiopia: A cross sectional study
Anwar Brhan Gidey, Taklo Simeneh Yazie, Tegegne Bogale, Tesfaye Molla Gulente, Bin Su
PLOS ONE. 2021; 16(11): e0260104
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47 Rural–urban disparities in patient satisfaction with oral health care: a provincial survey
Abdalgader Alhozgi, Jocelyne S. Feine, Farzeen Tanwir, Richa Shrivastava, Chantal Galarneau, Elham Emami
BMC Oral Health. 2021; 21(1)
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48 Does Emotional Intelligence of Dental Undergraduates Influence Their Patient Satisfaction?
Mandakini Mohan, Kah Heng Lin, Abhishek Parolia, Allan Pau, Andrea Scribante
International Journal of Dentistry. 2021; 2021: 1
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49 Improvement in Total and Face-to-Face Provider Time in a Multidisciplinary Craniofacial Team Clinic: An Interventional Study
Alexis C. Wood, C. Alejandra Garcia de Mitchell, Ruchi Kaushik
The Cleft Palate-Craniofacial Journal. 2021; : 1055665621
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50 An Integrated Model to Accelerate Patient Satisfaction Improvement
Dennis R. Delisle, Jana Dajani, Lauren Overton
American Journal of Medical Quality. 2021; 36(4): 255
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51 Evaluation of adding platelet-rich plasma to combined medical therapy in androgenetic alopecia
Wafaa Mohammad Ramadan, Arwa Mohammad Hassan, Mayada A. Ismail, Yasmina Ahmed El Attar
Journal of Cosmetic Dermatology. 2021; 20(5): 1427
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52 Subject satisfaction following treatment with nanofractional radiofrequency for the treatment and reduction of acne scarring and rhytids: A prospective study
Suleima Arruda, Alyssa Swearingen, Kathleen Medrano, Neil Sadick
Journal of Cosmetic Dermatology. 2021; 20(11): 3475
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53 Interruption of initial patient assessment in the emergency department and its effect on patient perception of care quality
Kimberly D Johnson, Christopher J Lindsell, Craig Froehle, Gordon Lee Gillespie
International Journal for Quality in Health Care. 2021; 33(4)
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54 Long-term efficacy and patient satisfaction of pulsed radiofrequency therapy in temporomandibular disorders
Jung Hwan Jo, Yewon Jang, Gehoon Chung, Jin Woo Chung, Ji Woon Park
Medicine. 2021; 100(52): e28441
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55 Press Ganey: Patient-Centered Communication Drives Provider and Hospital Revenue
Amjed Abu-Ghname, Matthew J. Davis, Joan E. Shook, Edward M. Reece, Larry H. Hollier
Plastic & Reconstructive Surgery. 2021; 147(2): 526
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56 Gaining Insights Into Patient Satisfaction Through Interpretable Machine Learning
Ning Liu, Soundar Kumara, Eric Reich
IEEE Journal of Biomedical and Health Informatics. 2021; 25(6): 2215
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57 Short-term patient-reported outcomes following total hip replacement: Is the success picture overrated?
Marek Kamil Gojlo, Robert Lundqvist, Przemyslaw T. Paradowski
Osteoarthritis and Cartilage Open. 2021; 3(3): 100192
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58 The effectiveness of handout assisted versus verbal consent on post-operative recall and understanding - A randomized control study
Jun Kit Koong, Retnagowri Rajandram, Naveendran Sidambram, Vairavan Narayanan
The Surgeon. 2021;
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59 Patient Satisfaction of General Dermatology Providers: A Quantitative and Qualitative Analysis of 38,008 Online Reviews
Dawn Queen, Megan H. Trager, Weijia Fan, Faramarz H. Samie
JID Innovations. 2021; 1(4): 100049
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60 Patients as teachers: UK medical students’ perspectives
Ioanna Bozonelou, Oluwabukunmi Esuruoso, Akanksha Gupta, Temur Pasha
Medical Teacher. 2021; 43(6): 727
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61 Patient consideration of local hospital, center of excellence, and medical tourism options for surgery
Boonghee Yoo, Shawn T. Thelen, Kristina Harrison
Health Marketing Quarterly. 2021; : 1
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62 Patients’ experiences of being treated by an interprofessional student team compared with uniprofessional treatment by residents supported by nurses: a case study
Flemming Jakobsen, Eva Natalia Glassou, Lone Kirkeby, Torben Bæk Hansen
Journal of Interprofessional Care. 2021; 35(4): 546
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63 Comparison of patient satisfaction with diode laser treatment of female hirsutism: low fluence or high fluence?
Mohammad Ebrahimzadeh Ardakani, Mehran Azad, Narges Ghanei, Farshid Etaee, Tarek Naguib, Steven Daveluy
Journal of Cosmetic and Laser Therapy. 2021; : 1
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64 Long-term care (LTC) policy in Thailand on the homebound and bedridden elderly happiness
Savinee Suriyanrattakorn, Chia-Lin Chang
Health Policy OPEN. 2021; 2: 100026
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65 Patient satisfaction with telehealth in neurosurgery outpatient clinic during COVID-19 pandemic
Alexandra E. Richards, Kara Curley, Lynda Christel, Nan Zhang, Pelagia Kouloumberis, Maziyar A. Kalani, Mark K. Lyons, Matthew T. Neal
Interdisciplinary Neurosurgery. 2021; 23: 101017
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66 Provision of a clinical practice guidelines leaflet improves levels of satisfaction for patients suffering from shoulder pain: A randomized crossover trial
Tae-Young Choi, Seung Ryong Yeom, Jiae Choi, Ju Ah Lee, Ji Hee Jun, Byoung-Kab Kang, Myeong Soo Lee
European Journal of Integrative Medicine. 2021; 43: 101321
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67 Is Patient–Physician Gender Concordance Related to the Quality of Patient Care Experiences?
Taara Prasad, Eugenia Buta, Paul D. Cleary
Journal of General Internal Medicine. 2021; 36(10): 3058
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68 Parent’s Satisfaction of Universal Newborn Hearing Screening Program in Iran
Arash Bayat, Farzaneh Zamiri Abdollahi, Nader Saki, Farzad Faraji Khiavi, Saeed Mohammadian, Mohammadsaleh Moosapour Bardsiri, Reza Hoseinabadi
Indian Journal of Otolaryngology and Head & Neck Surgery. 2021;
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69 A joint weighting and modified weighted aggregated sum product assessment-based methodology for the measurement of patient satisfaction: Evidence from Indian healthcare
Satender Pal Singh, Tithishri Kundu, Arnab Adhikari, Sumanta Basu
Journal of Multi-Criteria Decision Analysis. 2021;
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70 Comparison of Accuracy of Patient and Physician Scar Length Estimates Before Mohs Micrographic Surgery for Facial Skin Cancers
William C. Fix, Christopher J. Miller, Jeremy R. Etzkorn, Thuzar M. Shin, Nicole Howe, Joseph F. Sobanko
JAMA Network Open. 2020; 3(3): e200725
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71 Assessment of patient satisfaction and associated factors in an outpatient department at Dangila primary hospital, Awi zone, Northwest Ethiopia, 2018
Abiyot Wolie Asres, Woldeamilak Adamu Hunegnaw, Addisu Gashinet Ferede, Habtamu Temesgen Denekew
Global Security: Health, Science and Policy. 2020; 5(1): 57
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72 Parental perceptions and expectations concerning speech therapy-related cleft care - a qualitative study
Cassandra Alighieri, Wim Peersman, Kim Bettens, Vienna Van Herreweghe, Kristiane Van Lierde
Journal of Communication Disorders. 2020; 87: 106028
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73 A Study on the Experience of Patients regarding the Quality of Healthcare services provided in the Alipurduar District of India
Biswas Barnali, Roy Piyal Basu
Journal of Healthcare Quality Research. 2020; 35(4): 237
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74 Efficacy, Safety, and Subject Satisfaction After AbobotulinumtoxinA Treatment for Moderate to Severe Glabellar Lines
Gary D. Monheit, Leslie Baumann, Corey Maas, Rhonda Rand, Rebecca Down
Dermatologic Surgery. 2020; 46(1): 61
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75 Adding ears to pediatric cranial dressings
Pouya Entezami, Matthew A Adamo
World Journal of Pediatric Surgery. 2020; 3(4): e000248
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76 Level of Patient Satisfaction with Inpatient Services and Its Determinants: A Study of a Specialized Hospital in Ethiopia
Nebsu Asamrew, Abduilhafiz A. Endris, Musse Tadesse
Journal of Environmental and Public Health. 2020; 2020: 1
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77 Factors influencing patient and parents’ satisfaction on pediatric dermatologic surgery
Jorge Lopes, Ana Oliveira, Armando Baptista, Eduarda O. Ferreira
International Journal of Dermatology. 2020; 59(9)
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78 Improving clinical outcomes and patient satisfaction among patients with coronary artery disease: an example of enhancing regional integration between a cardiac centre and a referring hospital
Dennis van Veghel, Mohamed Soliman-Hamad, Daniela N. Schulz, Bernard Cost, Timothy A. Simmers, Lukas R. C. Dekker
BMC Health Services Research. 2020; 20(1)
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79 Role of verbal and non-verbal communication of health care providers in general satisfaction with birth care: a cross-sectional study in government health settings of Erbil City, Iraq
Hamdia Mirkhan Ahmed
Reproductive Health. 2020; 17(1)
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80 Assessment of patient satisfaction with pharmacy service and associated factors in public hospitals, Eastern Ethiopia
Yohanes Ayele, Behailu Hawulte, Tilaye Feto, G Vijai Basker, Yadeta Dessie Bacha
SAGE Open Medicine. 2020; 8: 2050312120
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81 Patient Satisfaction With Medical Services Provided at Unani Medicine Hospital, Bengaluru: A Cross-Sectional Study
Ejaz Ahmad, Malik Itrat
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82

Patient Satisfaction and Food Waste in Obstetrics And Gynaecology Wards

Sara Schiavone, Maria Teresa Pistone, Enrico Finale, Andrea Guala, Francesco Attena
Patient Preference and Adherence. 2020; Volume 14: 1381
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83 How Health Care Organizations Approach Social Media Measurement: Qualitative Study
Chukwuma Ukoha
JMIR Formative Research. 2020; 4(8): e18518
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84 The Managerial Implications of the Key Performance Indicators in Healthcare Sector: A Cluster Analysis
Adriana Burlea-Schiopoiu, Koudoua Ferhati
Healthcare. 2020; 9(1): 19
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85 Patient Satisfaction and Their Willingness to Pay for a Pharmacist Counseling Session in Hospital and Community Pharmacies in Saudi Healthcare Settings
Dhfer Mahdi AlShayban, Atta Abbas Naqvi, Md. Ashraful Islam, Mohammed Almaskeen, Ali Almulla, Muhab Alali, Abdullah AlQaroos, Mohamed Raafat, Muhammad Shahid Iqbal, Abdul Haseeb
Frontiers in Pharmacology. 2020; 11
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86 Commercial ICT Smart Solutions for the Elderly: State of the Art and Future Challenges in the Smart Furniture Sector
Robert Frischer, Ondrej Krejcar, Petra Maresova, Oluwaseun Fadeyi, Ali Selamat, Kamil Kuca, Signe Tomsone, João Paulo Teixeira, Joana Madureira, Francisco Jose Melero
Electronics. 2020; 9(1): 149
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87 Integration of Palliative Care Into Primary Health Care: Model of Care Experience
Sami A Alshammary, Balaji Punalvasal Duraisamy, Lobna Salem, Abdullah Altamimi
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88 Patient Satisfaction with Physicians and Nurse Practitioners in Multiple Sclerosis Centers
Smitha Mary Thotam, Marijean Buhse
International Journal of MS Care. 2020; 22(3): 129
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89 Assessment of Patient Satisfaction in a Military and Public Hospital: A Comparative Study
Ayesha Farooq, Muhammad Azeem Khaliq, Muhammad Aftab Toor, Aminah Amjad, Wakar Khalid, Farooq Butt
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90 Factors Associated with Outpatient Satisfaction in Tertiary Hospitals in China: A Systematic Review
Yuping Li, Weijuan Gong, Xiang Kong, Olaf Mueller, Guangyu Lu
International Journal of Environmental Research and Public Health. 2020; 17(19): 7070
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91 Application of the Kano model to determine quality attributes of patient's care at the primary healthcare centers of the Ministry of Health in Saudi Arabia, 2019
AbdulazizA Howsawi, MamdouhF Althageel, NoorulzamanK Mohaideen, MohammadS Khan, AbdulazizS Alzahrani, MohamedA Alkhadir, SulaimanM Alaqeel, MoathA Alkathiri, RayanA Hawsawi
Journal of Family and Community Medicine. 2020; 27(3): 178
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92 Assessment of patient’s satisfaction visiting a tertiary health care institute in north India
Madhur Verma, Kirtan Rana, Ankita Kankaria, Ramnika Aggarwal
Journal of Pharmacy And Bioallied Sciences. 2020; 12(3): 252
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93 Role of Nurse in Administrating Induction of Ovulation Medications at Assisted Reproduction Center versus at Home
Mona Rabeea Ahmed, Manal Farouk Mostafa, Ghadah Abdelrahaman Mahmoud, Ahmed N. Fetih, Esraa Badran, Tarek A. Farghaly
Open Journal of Obstetrics and Gynecology. 2020; 10(01): 118
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94 Predictors of Patient Satisfaction and the Perceived Quality of Healthcare in an Emergency Department in Portugal
Alina Abidova, Pedro Alcantara da Silva, Sergio Moreira
Western Journal of Emergency Medicine. 2020; 21(2): 391
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95 Assessment of Satisfaction Levels of the Outpatients Attending Outpatient Departments in a Quaternary Care Hospital
Satish Kumar Saginela, Arun Kanth Madri, Rama Mohan Desu, Venkata Ramya Bola
International Journal of Research Foundation of Hospital and Healthcare Administration. 2020; 7(2): 91
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96 Communication Skills: The Lifeline of Health Care
Dhastagir Sultan Sheriff
Annals of SBV. 2020; 9(2): 56
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97 Setting up a nurse-led bowel ‘two week wait’ service
Rachael Bromley, Karen Cock
British Journal of Nursing. 2019; 28(16): 1063
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98 An evaluation of an innovative workforce development strategy
Onyinye Akpenyi, Melissa Sayer, Ellen Nicholson, Mary Clarke
Practice Nursing. 2019; 30(2): 92
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99 Development and validation of a generic patient experience instrument for measuring specialist outpatient service in Hong Kong
Eliza Lai-Yi Wong, Annie Wai-Ling Cheung, Richard Huan Xu, Carrie Ho-Kwan Yam, Sui-Fai Lui, Eng-Kiong Yeoh
International Journal for Quality in Health Care. 2019; 31(10): G158
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100 Using the Plan, Do, Study, Act cycle to enhance a patient feedback system for older adults
Martin McGowan, Bernie Reid
British Journal of Nursing. 2018; 27(16): 936
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101 The Effect of Message Content and Clinical Outcome on Patients' Perception of Physician Compassion: A Randomized Controlled Trial
Kimberson Tanco, Ahsan Azhar, Wadih Rhondali, Alfredo Rodriguez-Nunez, Diane Liu, Jimin Wu, Walter Baile, Eduardo Bruera
The Oncologist. 2018; 23(3): 375
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102 Analysis of patient satisfaction with emergency medical services
Tatjana Kitic Jaklic, Jure Kovac, Matjaž Maletic, Ksenija Tušek Bunc
Open Medicine. 2018; 13(1): 493
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103 The effectiveness of structured interdisciplinary collaboration for adult home hospice patients on patient satisfaction and hospital admissions and re-admissions: a systematic review
Rincy Joseph, Durline Brown-Manhertz, Stella Ikwuazom, Joanne K Singleton
JBI Database of Systematic Reviews and Implementation Reports. 2016; 14(1): 108
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104 Is electronic health record use associated with patient satisfaction in hospitals?
Abby Swanson Kazley,Mark L. Diana,Eric W. Ford,Nir Menachemi
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    Abstract
    Introduction
    Special Features...
    Assessment of Qu...
    Service Excellence
    Conclusion
    References

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