Patient, staff and physician satisfaction: A new model, instrument and their implications

Anne S. York, Kim A. McCarthy

Research output: Contribution to journalArticle

12 Citations (Scopus)

Abstract

Purpose: Customer satisfaction's importance is well-documented in the marketing literature and is rapidly gaining wide acceptance in the healthcare industry. The purpose of this paper is to introduce a new customer-satisfaction measuring method - Reichheld's ultimate question - and compare it with traditional techniques using data gathered from four healthcare clinics. Design/methodology/approach: A new survey method, called the ultimate question, was used to collect patient satisfaction data. It was subsequently compared with the data collected via an existing method. Findings: Findings suggest that the ultimate question provides similar ratings to existing models at lower costs. Research limitations/implications: A relatively small sample size may affect the generalizability of the results; it is also possible that potential spill-over effects exist owing to two patient satisfaction surveys administered at the same time. Practical implications: This new ultimate question method greatly improves the process and ease with which hospital or clinic administrators are able to collect patient (as well as staff and physician) satisfaction data in healthcare settings. Also, the feedback gained from this method is actionable and can be used to make strategic improvements that will impact business and ultimately increase profitability. Originality/value: The paper's real value is pinpointing specific quality improvement areas based not just on patient ratings but also physician and staff satisfaction, which often underlie patients' clinical experiences.

Original languageEnglish
Pages (from-to)178-191
Number of pages14
JournalInternational Journal of Health Care Quality Assurance
Volume24
Issue number2
DOIs
StatePublished - Feb 2011

Fingerprint

Physicians
Patient Satisfaction
Delivery of Health Care
Health Care Sector
Quality Improvement
Marketing
Administrative Personnel
Sample Size
Costs and Cost Analysis
Staff
Research
Healthcare
Surveys and Questionnaires
Patient satisfaction
Customer satisfaction
Rating
Acceptance
Quality improvement
Costs
Spillover effects

All Science Journal Classification (ASJC) codes

  • Health Policy

Cite this

Patient, staff and physician satisfaction : A new model, instrument and their implications. / York, Anne S.; McCarthy, Kim A.

In: International Journal of Health Care Quality Assurance, Vol. 24, No. 2, 02.2011, p. 178-191.

Research output: Contribution to journalArticle

@article{af7bf0e251224aa39635c47178678527,
title = "Patient, staff and physician satisfaction: A new model, instrument and their implications",
abstract = "Purpose: Customer satisfaction's importance is well-documented in the marketing literature and is rapidly gaining wide acceptance in the healthcare industry. The purpose of this paper is to introduce a new customer-satisfaction measuring method - Reichheld's ultimate question - and compare it with traditional techniques using data gathered from four healthcare clinics. Design/methodology/approach: A new survey method, called the ultimate question, was used to collect patient satisfaction data. It was subsequently compared with the data collected via an existing method. Findings: Findings suggest that the ultimate question provides similar ratings to existing models at lower costs. Research limitations/implications: A relatively small sample size may affect the generalizability of the results; it is also possible that potential spill-over effects exist owing to two patient satisfaction surveys administered at the same time. Practical implications: This new ultimate question method greatly improves the process and ease with which hospital or clinic administrators are able to collect patient (as well as staff and physician) satisfaction data in healthcare settings. Also, the feedback gained from this method is actionable and can be used to make strategic improvements that will impact business and ultimately increase profitability. Originality/value: The paper's real value is pinpointing specific quality improvement areas based not just on patient ratings but also physician and staff satisfaction, which often underlie patients' clinical experiences.",
author = "York, {Anne S.} and McCarthy, {Kim A.}",
year = "2011",
month = "2",
doi = "10.1108/09526861111105121",
language = "English",
volume = "24",
pages = "178--191",
journal = "International Journal of Health Care Quality Assurance",
issn = "0952-6862",
publisher = "Emerald Group Publishing Ltd.",
number = "2",

}

TY - JOUR

T1 - Patient, staff and physician satisfaction

T2 - A new model, instrument and their implications

AU - York, Anne S.

AU - McCarthy, Kim A.

PY - 2011/2

Y1 - 2011/2

N2 - Purpose: Customer satisfaction's importance is well-documented in the marketing literature and is rapidly gaining wide acceptance in the healthcare industry. The purpose of this paper is to introduce a new customer-satisfaction measuring method - Reichheld's ultimate question - and compare it with traditional techniques using data gathered from four healthcare clinics. Design/methodology/approach: A new survey method, called the ultimate question, was used to collect patient satisfaction data. It was subsequently compared with the data collected via an existing method. Findings: Findings suggest that the ultimate question provides similar ratings to existing models at lower costs. Research limitations/implications: A relatively small sample size may affect the generalizability of the results; it is also possible that potential spill-over effects exist owing to two patient satisfaction surveys administered at the same time. Practical implications: This new ultimate question method greatly improves the process and ease with which hospital or clinic administrators are able to collect patient (as well as staff and physician) satisfaction data in healthcare settings. Also, the feedback gained from this method is actionable and can be used to make strategic improvements that will impact business and ultimately increase profitability. Originality/value: The paper's real value is pinpointing specific quality improvement areas based not just on patient ratings but also physician and staff satisfaction, which often underlie patients' clinical experiences.

AB - Purpose: Customer satisfaction's importance is well-documented in the marketing literature and is rapidly gaining wide acceptance in the healthcare industry. The purpose of this paper is to introduce a new customer-satisfaction measuring method - Reichheld's ultimate question - and compare it with traditional techniques using data gathered from four healthcare clinics. Design/methodology/approach: A new survey method, called the ultimate question, was used to collect patient satisfaction data. It was subsequently compared with the data collected via an existing method. Findings: Findings suggest that the ultimate question provides similar ratings to existing models at lower costs. Research limitations/implications: A relatively small sample size may affect the generalizability of the results; it is also possible that potential spill-over effects exist owing to two patient satisfaction surveys administered at the same time. Practical implications: This new ultimate question method greatly improves the process and ease with which hospital or clinic administrators are able to collect patient (as well as staff and physician) satisfaction data in healthcare settings. Also, the feedback gained from this method is actionable and can be used to make strategic improvements that will impact business and ultimately increase profitability. Originality/value: The paper's real value is pinpointing specific quality improvement areas based not just on patient ratings but also physician and staff satisfaction, which often underlie patients' clinical experiences.

UR - http://www.scopus.com/inward/record.url?scp=79551515817&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=79551515817&partnerID=8YFLogxK

U2 - 10.1108/09526861111105121

DO - 10.1108/09526861111105121

M3 - Article

C2 - 21456492

AN - SCOPUS:79551515817

VL - 24

SP - 178

EP - 191

JO - International Journal of Health Care Quality Assurance

JF - International Journal of Health Care Quality Assurance

SN - 0952-6862

IS - 2

ER -