Methodological approaches to measuring and evaluating patient satisfaction with medical care in a comparative analysis
- Authors: Kuznetsova M.A.1, Vasilyeva T.P.1,2, Smbatyan S.M.1
- Affiliations:
- N. A. Semashko National Research Institute of Public Health
- FSBI «Ivanovo Research Institute of Motherhood and Childhood named after V.N.Gorodkov» of the Ministry of Healthcare of the Russian Federation
- Issue: Vol 28, No 4 (2024)
- Section: Общественное здоровье и организация здравоохранения
- URL: http://bulleten-nriph.ru/journal/article/view/2798
- DOI: https://doi.org/10.25742/NRIPH.2024.04.002
- Cite item
Abstract
The evaluation of the quality of health care is considered by the World Health Organization (WHO) based on its defining factors: maximum performance of professional functions, optimal use of resources, least risk to the patient and high patient satisfaction from the interaction with the medical organization. In this regard, the need for clear, constant and positive communication of the medical subsystem with the population has increased to ensure satisfaction with accessible, coordinated, comprehensive and quality health care and to measure its correspondence between patients' preferences and their expectations. The choice of research method is still an important factor in evaluating the intra-organizational processes of medical organization management and, consequently, the effectiveness of the country's health care system. Purpose of the study: to conduct a comparative analysis of existing ways of studying patients' opinions and methodological techniques to confirm the validity and reliability of these designs. Materials and Methods. On the basis of literature data and regulated survey methods, the authors conduct a comparative analysis of different methodological techniques to measure patient satisfaction index using 6 questionnaires most widely used in international and Russian healthcare practice. Results of the study. The analysis of the methodological base of public health care on conducting a survey of the population receiving medical care at different stages of treatment and medical specialization allowed to show a wide list of applied questionnaires in the world and Russian systems of public health care and to reveal the mechanisms of achieving target indicators in different systems of evaluation scale. Conclusion. The issues of improving the methods of studying and assessing patient satisfaction with medical care and the quality of patient-physician interaction in scientific practice are not presented in a wide selection and using validation of informative Russian-language versions of international questionnaires for extended comprehensive assessment of indicators of change in the parameter of the controlled process.
About the authors
Maria A. Kuznetsova
N. A. Semashko National Research Institute of Public Health
Author for correspondence.
Email: mascha.kuznetsova@yandex.ru
ORCID iD: 0000-0001-8243-5902
Russian Federation, 105064, Moscow, Russian Federation
Tatyana P. Vasilyeva
N. A. Semashko National Research Institute of Public Health;FSBI «Ivanovo Research Institute of Motherhood and Childhood named after V.N.Gorodkov» of the Ministry of Healthcare of the Russian Federation
Email: vasileva_tp@mail.ru
ORCID iD: 0000-0003-4831-1783
Russian Federation, 105064, Moscow, Russian Federation;
153045, Pobedy St., 20, Ivanovo, Russian Federation
Siran M. Smbatyan
N. A. Semashko National Research Institute of Public Health
Email: smbsiran@mail.ru
ORCID iD: 0000-0002-1961-9458
Russian Federation, 105064, Moscow, Russian Federation
References
- Wallace JE, Lemaire JB, Ghali WA. Physician wellness: a missing quality indicator. Lancet. 2009;374(9702):1714—1721. doi: 10.1016/S0140-6736(09)61424—0
- Welle D, Trockel MT, Hamidi MS, et al. Association of Occupational Distress and Sleep-Related Impairment in Physicians With Unsolicited Patient Complaints. Mayo Clin Proc. 2020;95(4):719—726. doi: 10.1016/j.mayocp.2019.09.025
- Chumbler N.R.Otani K., Desai S.P. et al. Hospitalized Older Adults’ Patient Satisfaction: Inpatient Care Experiences. SAGE Open. 2016;6(2):2158244016645639. doi: 10.1177/2158244016645639
- Hu L, Ding H, Liu S, Wang Z, Hu G, LiuY. Influence of patient and hospital characteristics on inpatient satisfaction in China's tertiary hospitals: A cross-sectional study. Health Expect. 2020;23(1):115—124. doi: 10.1111/hex.12974
- Yin T, Yin DL, Xiao F, et al. Socioeconomic status moderates the association between patient satisfaction with community health service and self-management behaviors in patients with type 2 diabetes: A cross-sectional survey in China. Medicine (Baltimore). 2019;98(22):e15849. doi: 10.1097/MD.0000000000015849
- Kraska RA, Weigand M, GeraedtsM. Associations between hospital characteristics and patient satisfaction in Germany. Health Expect. 2017;20(4):593—600. doi: 10.1111/hex.12485
- Liu M, Hu L, Guo R, et al. The Influence of Patient and Hospital Characteristics on Inpatient Satisfaction at Beijing District-Level Hospitals. Patient Prefer Adherence. 2021;15:1451—1460. doi: 10.2147/PPA.S314910
- Mann RK, Siddiqui Z, Kurbanova N, QayyumR. Effect of HCAHPS reporting on patient satisfaction with physician communication. J Hosp Med. 2016;11(2):105—110. doi: 10.1002/jhm.2490
- Davidson KW, Shaffer J, Ye S, et al. Interventions to improve hospital patient satisfaction with healthcare providers and systems: a systematic review. BMJ Qual Saf. 2017;26(7):596—606. doi: 10.1136/bmjqs-2015-004758
- Chakraborty S., Church E.M. Patient hospital experience and satisfaction on social media. IJQSS. 2021;13(3):417—432. doi: 10.1108/IJQSS-02-2020-0014
- Chakraborty S., Church E.M. Social media hospital ratings and HCAHPS survey scores. JHOM. 2020; 34(2):162—172. doi: 10.1108/JHOM-08-2019-0234
- Rastegar-Mojarad M, Ye Z, Wall D, Murali N, LinS. Collecting and Analyzing Patient Experiences of Health Care From Social Media. JMIR Res Protoc. 2015;4(3):e78. doi: 10.2196/resprot.3433
- Pokida A.N., Zybunovskaya N.V. Health in the Perception of Russians and Real Medical Practices. Public Health and Life Environment — PH&LE. [Zdorov'e naseleniya i sreda obitaniya — ZNiSO]. 2021;(7):19—27 (in Russian). doi: 10.35627/2219—5238/2021-29-7-19-27
- Cherkasov M.A., Chernyi A.G., Shubnyakov I.I. Integrated Quality Assesment of Medical Care from Patient’s Standpoint. Surgery News. [Novosti Khirurgii]. 2019;27(1):49—58 (in Russian). doi: 10.18484/2305—0047.2019.1.49
- hun S, Halsteinli V, Løvseth L. A study of unreasonable illegitimate tasks, administrative tasks, and sickness presenteeism amongst Norwegian physicians: an everyday struggle? BMC Health Serv Res. 2018;18(1):407. doi: 10.1186/s12913-018-3229-0
- Suslin S.A., Vavilov A.V., GinnyatulinaR.I. PATIENT SATISFACTION OF A CITY MULTI-DISCIPLINARY HOSPITAL WITH MEDICAL CARE. Research’n Practical Medicine Journal. [Issledovaniya i praktika v meditsine]. 2018;5(4):118—125 (in Russian). doi: 10.17709/2409-2231-2018-5-4-12
- Ejlertsson L, Heijbel B, Ejlertsson G, AnderssonI. Recovery, work-life balance and work experiences important to self-rated health: A questionnaire study on salutogenic work factors among Swedish primary health care employees. Work. 2018;59(1):155—163. doi: 10.3233/WOR-172659
- Baker R. Development of a questionnaire to assess patients' satisfaction with consultations in general practice. Br J Gen Pract. 1990;40(341):487—490.
- Baker R, Whitfield M. Measuring patient satisfaction: a test of construct validity. Qual Health Care. 1992;1(2):104—109. doi: 10.1136/qshc.1.2.104
- Wensing, M., Grol, R., Weel, C. V., Felling, A. Quality assessment using patients’ evaluations of care. European Journal of General Practice. 1998;4(4):155—158. doi: 10.3109/13814789809160811
- Keating XD, Zhou K, Liu X, et al. Reliability and Concurrent Validity of Global Physical Activity Questionnaire (GPAQ): A Systematic Review. Int J Environ Res Public Health. 2019;16(21):4128. doi: 10.3390/ijerph16214128
- Ramsay J, Campbell JL, Schroter S, Green J, Roland M. The General Practice Assessment Survey (GPAS): tests of data quality and measurement properties. Fam Pract. 2000;17(5):372—379. doi: 10.1093/fampra/17.5.372
- Greco, M., Powell R.O.Y., Sweeney K. et al. The Improving Practice Questionnaire (IPQ): a practical tool for general practices seeking patient views. Education for Primary Care. 2003;14(4):440—448.
- Epstein KR, Laine C, Farber NJ, Nelson EC, DavidoffF. Patients' perceptions of office medical practice: judging quality through the patients' eyes. Am J Med Qual. 1996;11(2):73—80. doi: 10.1177/0885713X9601100204
- Nelson EC, Gentry MA, Mook KH, Spritzer KL, Higgins JH, Hays RD. How many patients are needed to provide reliable evaluations of individual clinicians? Med Care. 2004;42(3):259—266. doi: 10.1097/01.mlr.0000114914.32196.c7
- Goetz K, Hahn K, Steinhäuser J. Psychometric properties of the Arabic version of the EUROPEP questionnaire. Patient Prefer Adherence. 2018;12:1123—1128. doi: 10.2147/PPA.S169355
- Vova-Chatzi C, Symvoulakis E, Parpoula C, Sbarouni V, Lionis C. Robustness of the EUROPEP questionnaire as regards data quality, reliability, and construct validity: The Greek experience before and after the economic crisis. Health Policy. 2020;124(8):856—864. doi: 10.1016/j.healthpol.2020.05.021
- Campbell SM, Hann M, Hacker J, et al. Identifying predictors of high quality care in English general practice: observational study. BMJ. 2001;323(7316):784—787. doi: 10.1136/bmj.323.7316.784
- McKinstry B, Walker J, Blaney D, Heaney D, Begg D. Do patients and expert doctors agree on the assessment of consultation skills? A comparison of two patient consultation assessment scales with the video component of the MRCGP. Fam Pract. 2004;21(1):75—80. doi: 10.1093/fampra/cmh116
- Odrinsky V.A. Patients' assessment of general practitioners as a tool to improve the quality of primary health care. Ros. med.-biol. vestn. im. akad. I.P. Pavlov. [Ros. med.-biol. vestn. im. akad. I.P.Pavlov].2014;(4):68—73 (in Russian).
- Kuznetsova M.A., Vasilyeva T.P., Zudin A.B. et al. The influence of medical and social characteristics of patients on the assessment of satisfaction with the quality of medical care. In the book: ZONT: health, education, science, technology. All-Russian Interdisciplinary Congress on Continuing Professional Medical Education of Healthcare. Moscow: Workers «Russian Medical Academy of Continuing Professional Education» of the Ministry of Health of the Russian Federation; 2023. P.56—57 (in Russian).
- Kuznetsova M.A., Vasilyeva T.P. Measuring patient satisfaction with the quality of general medical practice: the EUROPEP tool. In: Proceedings of the XIV International Scientific and Practical Conference. Anapa; 2023. P.9—16 (in Russian).
- Kuznetsova M.A., Vasilyeva T.P., Zudin A.B., Aksenova E.I., Gruzdeva O.A., Kuznetsova K.Yu. Assessment of general medical practice in a multidimensional design of patient satisfaction with the quality of medical care. Health care of the Russian Federation. [Zdravookhranenie Rossiyskoy Federatsii]. 2023;67(5):411—416 (in Russian). doi: 10.47470/0044-197X-2023-67-5-411-416
- Kuznetsova M.A., Vasilyeva T.P., Gorenkov R.V. Assessment of population satisfaction with the quality of general medical practice in the subject of the Russian Federation: pilot investigation. Health care of the Russian Federation. [Zdravookhranenie Rossiyskoy Federatsii]. 2023;67(3):223—229 (in Russian). doi: 10.47470/0044-197X-2023-67-3-223-229