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Patient Satisfaction: Focusing on “Excellent” Koichiro Otani, PhD, associate professor, Division of Public and Environmental Affairs, Indiana University–Purdue University, Fort Wayne Brian Waterman, director of performance analytics, BJC HealthCare, St. Louis, Missouri Kelly M.. dependent variable was computed as a mean of three items: (1) Overall, how would you rate the quality of care and services received during this hospital stay (2) How would you rate your willingness to recommend this hospital to family and friends (3) How would you rate your willingness to return to this hospital The answer choices for each item were “excellent,” “very good,” “good,” “fair,” and “poor.” The coding in this survey was as follows: “excellent” = 5, “very good” = 4, “good” = 3, “fair” = 2, and “poor” = 1.. 14,409 4.26 .87 Composite index: Cronbach’s α = .9284 Staff’s willingness to help if you had a question or concern Staff Care 11 14,239 4.19 .95 12 14,246 4.09 1.01 13 14,360 4.23 .93 Courtesy and helpfulness of the staff 14 14,366 4.27 .92 Amount of dignity and respect shown by the staff 15 13,914 4.11 1.02 Clear and complete explanation provided by the staff about your medications and their side effects 16 14,081 4.15 .98 Clear and complete explanation provided by the staff about how to care for yourself at home C.I.. P at ie n t Sa ti sfa c ti on : Fo cu si n g on “ Ex c e ll e nt ” Ta b l e 2 Result of Multiple Logistic Regression Analysis with Dichotomous Overall Satisfaction as Dependent Variable Independent Variable Intercept Estimate p Value Odds Ratio Odds Ratio (95 CI) –16.6235 .0001 N/A N/A Admission 0.4864 .0001 1.627 1.507, 1.755 Nursing care 1.0653 .0001 2.902 2.582, 3.261 Physician care 0.5657 .0001 1.761 1.606, 1.930 Staff care 1.1993 .0001 3.318 2.879, 3.824 Food 0.1882 .0001 1.207 1.130, 1.290 Room Age 0.3040 .0001 1.355 1.261, 1.457 –0.00807 .0001 0.992 0.989, 0.995 was negatively related to overall satisfaction.. J o u r na l o f H ea lt hcar e Man ag e me n
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