RESUMEN
The aim of this research is to identify the main factors associated with patients' payment perception and the effects of these factors on payment perception. Patients admitted between January and December 2016 at an emergency department of a public hospital in Lisbon, Portugal, were included in this study, with a representative sample size of 382 patients. A 5% margin of error and a 95% confidence interval were used, and all the data were collected between May and November 2017. To test the mediation models, stepwise multiple linear regression analysis was used. The effect of doctors on payment perception through satisfaction and through perceived quality of healthcare (PQHC) is explained by 3% and 4% of the variation, respectively, with statistically significant results (Pâ <â .01). Moreover, the effect of privacy and meeting expectations on payment perception through PQHC is explained by 4% and 4% of the variation, with statistically significant results (Pâ <â .01). Doctors play a crucial role in understanding the patients' payment perception (with direct and indirect effects). Mediators, in turn, strengthen this effect, in which the contribution of PQHC is more significant than that of satisfaction.
Asunto(s)
Servicio de Urgencia en Hospital , Satisfacción del Paciente , Calidad de la Atención de Salud , Humanos , Satisfacción del Paciente/estadística & datos numéricos , Servicio de Urgencia en Hospital/estadística & datos numéricos , Masculino , Femenino , Portugal , Persona de Mediana Edad , Adulto , Anciano , PercepciónRESUMEN
The aim of this study is to identify the main moderators in the relationship between antecedents/predictors (doctors, privacy, accessibility, and availability, perceived waiting time to be called back by the doctor after the examinations and/or tests) and the perceived quality of healthcare (PQHC) in the emergency department (ED). Patients admitted to the ED of a public hospital in Lisbon, Portugal, between January and December 2016 were included in this study, with a representative sample size of 382 patients. A 5% margin of error and a 95% confidence interval were used, and all data were collected between May and November 2017. We used a stepwise multiple linear regression analysis to test the moderation models. We identified 3 main moderators with different moderating roles between the antecedents (predictors) and PQHC: level of life satisfaction, level of happiness, and frequency of ED experiences. Overall satisfaction with doctors is more likely to influence the PQHC among patients with lower levels of life satisfaction. Moreover, privacy and perceived waiting time to be called back by the doctor after an examination and/or test are more likely to influence the PQHC among patients with lower levels of life satisfaction and happiness. Finally, accessibility and availability are more likely to influence the PQHC among patients with more frequent ED experiences. Thus, knowing the moderating effects of psychological factors and the frequency of ED experiences may help to better understand the relationship between PQHC and certain predictors.
Asunto(s)
Servicio de Urgencia en Hospital , Instituciones de Salud , Humanos , Felicidad , Hospitalización , Modelos LinealesRESUMEN
The aim of this research is to identify the main determinants of patients' complaints and potential mediators and moderators in this regard. This research shows that complaints can result from a complex set of processes involving direct, mediating, and moderating effects. Interventions aimed at reducing patients' complaints should consider specific patient groups and experiences.
RESUMEN
ABSTRACT: The purpose of this research was to identify whether a certain set of drivers of satisfaction/perceived quality of healthcare (PQHC) could indirectly affect patients' confidence/trust in the emergency department (ED).Patients were seen at an ED in the public hospital in Lisbon, Portugal between January and December 2016. Data were collected between May and November 2017, using a questionnaire, by mail or e-mail. The total sample size comprised 382 patients. The data analysis included structural equation modeling to test the conceptual model with specific drivers of satisfaction/PQHC (privacy; accessibility and availability; doctors; meeting expectations; waiting time for triage [perception]; waiting time to be called back by the doctor following examinations and/or tests [perception]; information about possible delays in receiving treatment/waiting times) and with the main outcome (confidence/trust in the ED) using path analysis.The analysis of the coefficients revealed that all the mediated paths are statistically significant (Pâ≤â.05). Although, altogether, the direct paths did not prove statistically significant (Pâ>â.05), the overall satisfaction with doctors (Pâ≤â.01) and meeting expectations (Pâ=â.01) can still directly explain the confidence/trust in the ED without the mediating role of satisfaction and PQHC. Hence, overall satisfaction with doctors and meeting expectations can influence, both directly and indirectly, confidence/trust in the ED. All other variables can only indirectly affect confidence/trust in the ED, either through PQHC or through satisfaction.Even though there are more variables that influence confidence/trust in the ED through PQHC (1)waiting time to be called back by the doctor following examinations and/or tests [perception]; 2) privacy; 3) accessibility and availability; 4) doctors; 5) meeting expectations than through satisfaction (1)waiting time for triage [perception]; 2) information about possible delays in receiving treatment/waiting times; 3) doctors; 4) meeting expectations), we observe the strongest contribution in the mediation model through satisfaction, which reveals its dominant role over PQHC.
Asunto(s)
Servicio de Urgencia en Hospital/estadística & datos numéricos , Servicio de Urgencia en Hospital/normas , Aceptación de la Atención de Salud/psicología , Satisfacción del Paciente/estadística & datos numéricos , Calidad de la Atención de Salud/estadística & datos numéricos , Adolescente , Adulto , Anciano , Anciano de 80 o más Años , Femenino , Encuestas de Atención de la Salud , Hospitales Públicos , Humanos , Masculino , Análisis de Mediación , Persona de Mediana Edad , Percepción , Portugal , Factores de Tiempo , Triaje/normas , Triaje/estadística & datos numéricos , Listas de Espera , Adulto JovenRESUMEN
INTRODUCTION: The predictors of patient satisfaction in emergency medicine (EM) have been widely studied and discussed in the scientific literature; the results vary depending on the specific EM attributes, cultural aspects, researchers' preferences, and approaches. However, it is not clear whether the same predictors of patient satisfaction can contribute to a better-perceived quality of healthcare or whether patients' perceptions form a different attitude toward satisfaction and perceived quality of healthcare. The goal of this study was to identify the key predictors of patient satisfaction and perceived quality of healthcare in the framework of an emergency department (ED). METHODS: We conducted a retrospective study of patients seen at an ED between January -December 2016. Data collection took place in the public hospital in Lisbon, Portugal, between May - November 2017. The total sample size included 382 patients. The sample distribution had a 5% margin of error and a 95% confidence interval. Data for this research, using a questionnaire, was collected by mail or e-mail according to the respondent's preference. RESULTS: A detailed analysis showed that three out of the 18 predictors had a statistically significant relationship with satisfaction: overall satisfaction with doctors, with a positive correlation (r = 0.14, p ≤ 0.01); qualitative perceived waiting time for triage, with a positive correlation (r = 0.08, p ≤ 0.05); and meeting expectations, with a positive correlation (r = 0.53, p ≤ 0.01). Furthermore, a detailed analysis showed that only two out of the 18 predictors had a statistically significant relationship with the perceived quality of healthcare (PQHC): overall satisfaction with doctors, with a positive correlation (r = 0.43, p ≤ 0.01) and meeting expectations, with a positive correlation (r = 0.26, p ≤ 0.01). CONCLUSION: The main predictors of satisfaction and perceived quality of healthcare were overall satisfaction with doctors and meeting expectations. We should note that "meeting expectations" plays the most important role in terms of satisfaction; however, in terms of PQHC the predictor "overall satisfaction with doctors" plays the most important role due to its stronger correlation. In addition, the qualitative perceived waiting time for triage could be considered as another predictor, influencing satisfaction only, thus emphasizing similarities and differences between satisfaction and the PQHC in an ED context.