Exploring Patient Satisfaction in Hospitals: A Case Study of Emergency Room Satisfaction

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dc.contributor.advisorJohnson, Charles
dc.contributor.authorBuchanan, Krystal Dawn
dc.date.accessioned2020-01-24T15:35:48Z
dc.date.available2020-01-24T15:35:48Z
dc.date.issued2005-12
dc.description.abstractHealthcare is an industry searching for quality. Patient satisfaction is just one measure of healthcare quality. Recently, the Center of Medicare and Medicaid has proposed a new standardized patient satisfaction survey-Hospital Consumer Assessment of Health Plans Surgery (H-CAHPS). H-CAHPS will be used to produce quantifiable data on patient perspectives of hospital care. This will allow meaningful comparisons between hospitals. H-CAHPS was written primarily for inpatients. This project was a case study of Emergency Room patient satisfaction at Central Texas Medical Center in San Marcos, Texas. The goal was to determine key predictors that determine patient satisfaction using a questionnaire designed to imitate a possible H-CAHPS for Emergency Departments. Two regression models were created to predict emergency department satisfaction. The physician-patient relationship and compassion are two of the key predictors of patient satisfaction. By creating prediction models for patient satisfaction, hospitals will be able to focus resources more efficiently and begin improvement projects to increase healthcare quality.
dc.description.departmentHealth Information Management
dc.formatText
dc.format.extent43 pages
dc.format.medium1 file (.pdf)
dc.identifier.citationBuchanan, K. D. (2005). Exploring patient satisfaction in hospitals: A case study of emergency room satisfaction (Unpublished thesis). Texas State University-San Marcos, San Marcos, Texas.
dc.identifier.urihttps://hdl.handle.net/10877/9276
dc.language.isoen
dc.subjectpatient satisfaction
dc.subjectmedical care
dc.subjectmedical personnel and patient
dc.subjecthospitals
dc.subjectemergency services
dc.subjectcustomer services
dc.titleExploring Patient Satisfaction in Hospitals: A Case Study of Emergency Room Satisfaction
dc.typeThesis
thesis.degree.departmentHealth Services and Research
thesis.degree.grantorTexas State University-San Marcos
thesis.degree.levelMasters
thesis.degree.nameMaster of Science

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