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Relationships of patient satisfaction with experience of system performance and health status

 

作者: Jane,   Zapka R.,   Palmer J.,   Hargraves David,   Nerenz Howard,   Frazier Cheryl,  

 

期刊: Journal of Ambulatory Care Management  (OVID Available online 1995)
卷期: Volume 18, issue 1  

页码: 73-83

 

ISSN:0148-9917

 

年代: 1995

 

出版商: OVID

 

关键词: consumer reports;health status;managed care;quality improvement;satisfaction

 

数据来源: OVID

 

摘要:

This article investigates the relationship between three types of measures obtained from consumer surveys: satisfaction, health status, and report of systems performance. Analyses demonstrate that patient reports of the quality of processes of care or system performance (such as receiving results of tests or receiving conflicting information from staff members) are significantly related to satisfaction independently of perception of health status. Since dissatisfaction is known to be associated with disenrollment, patient reports of system performance are of great interest to health plans.

 

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