Implementation of a Patient Satisfaction Tool at Reynolds Army Community HospitalFort Sill, Oklahoma (Study report July 1991-July 1992)

摘要

The purpose of this study was to identify and implement a patient satisfactionsurvey based on an outcome-oriented quality improvement approach which could also be used by hospital leaders as a management tool. A modified version of the Health Service Command Patient Satisfaction survey was selected using preestablished criteria. The survey was distributed to proportionally stratified samples of the four target populations: Active Duty, CAM enrollees, CHAMPUS eligibles, and Medicare/Non-CHAMPUS eligibles. The instrument's reliability and validity measures were found to be satisfactory. Reliability coefficients for all but one content area were above .70. All items were valid at the critical value (2 -tail t test, p .05) except for four in one category. Baseline data were compiled and compared using descriptive and inferential statistics. Differences between between the four categories of populations were significant at the p .05 level for the content areas of access, technical quality, choice, interpersonal skills, and outcome. The survey results reflected a moderately high level of patient satisfaction with the services at RACH as evidenced by a sample mean of 3.24 using a scale of 1 = poor and 4 = very good.... Military medical treatment facilities, Patient satisfaction.