Alicia V. Lee|John Moriarty|Christopher Borgstrom|Leora I. Horwitz
What can we learn from patient dissatisfaction? An analysis of dissatisfying events at an academic medical center
O’Connor Hospital|Yale University|Yale New Haven Hospital|Yale University|Yale New Haven Hospital
abstract background patient satisfaction typically measured quantitative surveys using predetermined domains however dissatisfaction may entity distinct satisfaction may different determinants may better reflect problems healthcare delivery objective aim study describe domains dissatisfaction experienced patients hospitalization setting setting us urban academic medical center patients patients adults discharged july 1 2007 june 30 2008 intervention intervention postdischarge telephone interview one thing could done improve experience hospital would measurements measurements standard qualitative analysis suggestions improvement results randomly selected 976 9764 interviews total 439976 450 included least one suggestion improvement identified six major domains dissatisfaction ineptitude 77 disrespect 61 waits 158 ineffective communication 74 lack environmental control 156 substandard amenities 69 domains corresponded six implicit expectations quality hospital care safety treatment respect dignity minimized wait times effective communication control physical surroundings highquality amenities expectations safe care effective communication providers lack disrespect may adequately captured existing patient satisfaction assessments conclusions results represent patientgenerated priorities quality improvement healthcare priorities consistently represented standard patient satisfaction surveys quality improvement initiatives patient input critical assessing quality hospital care identifying areas improvement journal hospital medicine 2010 2010 society hospital medicine