Introduction
Organizations today operate in a very competitive and uncertain environment. Organizations are constantly looking for ways to survive the cut throat competition. Consequently, organizations are keen on delivering quality goods, services as well as good customer service. Just like other sectors, the health sector is equally competitive. Hospitals are keen improving their services in order to retain their clients and attract new clients. To this end, this paper seeks to critique a study that sought to identify healthcare attributes that positively influence patient satisfaction.
Summary of the Study
The study sought to find out health attributes that have a correlation with patients’ satisfaction. Secondly, it sought to analyse the nature of the relationship and the relative importance of the identified attributes. The researcher collected data using questionnaires that were mailed to patients who were discharged and used a curvilinear equation to analyse the relationship. The study identified six health attributes; nursing care had the highest influence on patients’ satisfaction. However, nursing care had a diminishing marginal utility function
Protection of Human Participants
The researcher used random sampling and stratification based on hospital and department to obtain 6,000 participants from the target population. Informed consent was obtained from the study participants. Survey questionnaires were mailed to patients 10 days after they were discharged. The questionnaire contained filling instructions and informed the respondent the purpose of the survey. The study participants were under no obligation to fill and send back the questionnaire. However, if a questionnaire was not returned a polite reminder was send to the respondent. The study participants comprised of person who were above 18 years. Therefore, they were capable of making independent decisions. The only risk identified by the researcher was the risk that a respondent may not return the survey questionnaire. The author does not mention whether institutional review board approval was obtained from the hospitals that were involved in the study.
Data Collection
The study used survey questionnaires to collect data. The study identified both the independent and dependent variables of the study. The dependent variable was the overall a patient‘s satisfaction and the patient’s behavioural intention. The patient satisfaction variable was included in one item in the questionnaire which asked the respondent to rank their satisfaction with the quality of care and services of the hospital. The behavioural intention variable was evaluated using two items in the questionnaire asking patients whether they intend to return to the same facility and whether they can recommend the facility to somebody else. The independent variables were the healthcare attributes which included; admission process, nursing care, physician care, compassion to friends and family, the surrounding pleasantness and the discharge process. Control variables for the study were patients’ characteristics and organizational factors.
Data Management and Analysis
Satisfaction levels and reaction to each health attribute was measured using a survey instrument. The developed survey instrument was tested and refined to increase both the internal and external validity of the study and accord the study more scientific feature. Conformity analysis was also conducted in order to confirm the health attributes that were incorporated in the instrument. The researcher ensured rigor of the process. The researcher created a composite index for each health attribute and behaviour intention. In case more than one item missed, the composite index was not calculated. The study used descriptive statistics and regression analysis to analyse the data. The author did not indicate the specific statistical software that was used in data analysis. The author did not take any deliberate measures to eliminate researcher’s bias during data analysis. However, during data collection the researcher eliminated researcher’s bias by using random sampling.
Findings and Results
The study revealed that all health attributes that were statistically significant at α = 0.05. In addition, all the six attributes were positively related to both patient’s satisfaction and behavioural intention. Therefore, all the six variables positively influence both patient’s satisfaction and behavioural intention. Basing on the regression analysis the order of importance for the six health attributes was; nursing care, compassion to friends and family, discharge process, the surrounding, physician care and the admission process. R squared for patient’s satisfaction was 0.66 while that for 0.63 for behavioural intention. Therefore, the model accounted for 66 per cent and 63 per cent for variance in patient’s satisfaction and behavioural intention respectively.
The findings are applicable to nursing in general. The study revealed the key health attributes that influence patient’s satisfaction and behavioural intention. Most importantly nursing care was identified as having the highest influence of the dependent variables. Nurses should realize their central role in the success of hospitals and in shaping their reputation. Therefore, nurses should provide excellent nursing care to patients.
Bibliography
Leedy, P. D., & Ormrod, J. E. (2010). Practical Research: Planning and Design (9, Revised ed.). Upper Saddle River, New Jersey: Prentice Hall.
Johnson, P. (2010, May 10). Quantitative, Qualitative, and Mixed Research. Retrieved April 22, 2013, from http://www.southalabama.edu: http://www.southalabama.edu/coe/bset/johnson/lectures/lec2.pdf
Otani, K., Kurz, R., & Barney, S. (2004). The Impact of Nursing Care and other Healthcare Attributes on Hospitalized Patients Satisfaction and Behavoural Intentions. Journal of Healthcare Management, 181.
Wolper, L. F. (2004). Health Care Administration: Planning, Implementing, and Managing Organized Delivery Systems (4, illustrated ed.). New York: Jones & Bartlett Learning.
