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Patient satisfaction in cardiology after cardiac catheterization

Effects of treatment outcome, visit characteristics, and perception of received care

Zufriedenheit kardiologischer Patienten nach Herzkatheteruntersuchung

Einfluss von Behandlungsergebnis, Aufenthaltsmerkmalen und der Einschätzung des Versorgungsangebots

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Abstract

Background

Patient satisfaction is a key indicator for quality of care. However, recent data on determinants of satisfaction in invasive cardiology are lacking. Hence this study was conducted to identify determinants of patient satisfaction after hospitalization for cardiac catheterization.

Patients and methods

Data were obtained from 811 randomly selected patients discharged from ten hospitals responding to a mailed post-visit questionnaire. The satisfaction dimension was measured with a validated 42-item inventory assessing demographic and visit characteristics as well as medical, organizational, and service aspects of received care. Bivariate and multivariate statistical analyses were performed to identify predictors of satisfaction.

Results

Patients were most satisfied with the kindness of medical practitioners and nurses. The lowest ratings were observed for discharge procedures and instructions. Multivariate analysis revealed five predictors of satisfaction: treatment outcome (OR, 2.14), individualized medical care (OR, 1.64), clear reply to patient’s inquiries by physicians (OR, 1.63), kindness of nonmedical professionals (OR, 3.01), and room amenities (OR, 2.02). No association between demographic data and overall satisfaction was observed.

Conclusion

Five key determinants that can be addressed by health-care providers in order to improve patient satisfaction were identified. Our findings highlight the importance of the communicational behavior of health-care professionals and the transparency of discharge management.

Zusammenfassung

Hintergrund

Die Patientenzufriedenheit ist ein wichtiger Indikator der Versorgungsqualität. Dennoch fehlen aktuelle Daten über die Determinanten der Zufriedenheit in der invasiven Kardiologie. In der vorliegenden Untersuchung sollen daher Einflussfaktoren auf die Patientenzufriedenheit nach einem Krankenhausaufenthalt mit Herzkatheteruntersuchung aufgezeigt werden.

Patienten und Methoden

811 Patienten aus 10 Krankenhäusern wurden mittels eines validierten Fragebogens untersucht, der verschiedene Dimensionen der Zufriedenheit erfasste. Hierfür wurden demographische wie auch medizinische, organisatorische und servicebezogene Parameter des Krankenhausaufenthalts erhoben. Die statistische Auswertung erfolge mit bivariaten und multivariaten Verfahren.

Ergebnisse

Insgesamt zeigten die Patenten die größte Zufriedenheit mit der Freundlichkeit der Ärzte und des Pflegepersonals. Die schlechtesten Werte wurden für die Vorbereitung auf die Entlassung vergeben. Mittels logistischer Regression wurden 5 Determinanten der Zufriedenheit identifiziert: Behandlungsergebnis (Odds Ratio, OR: 2,14), Individuelle Betreuung durch die Ärzte (OR 1,64), Verständliche Beantwortung von Fragen durch die Ärzte (OR 1,63), Freundlichkeit des nichtmedizinischen Krankenhauspersonals (OR 3,01) und Zimmerausstattung (OR 2,02). Es zeigte sich keine Assoziation zwischen demographischen Merkmalen und der Zufriedenheit.

Schussfolgerung

Es wurden 5 Determinanten identifiziert, die durch Versorgungsträger beeinflussbar sind und somit dazu dienen könnten, die Patientenzufriedenheit zu steigern. Die Ergebnisse unterstreichen die Bedeutung der Kommunikation zwischen Patienten und Krankenhauspersonal und deuten auf Verbesserungspotenzial im Entlassungsmanagement hin.

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Acknowledgments

The authors thank all patients who participated in this survey. This work was supported by the participating statutory health insurances. The authors state that they have no direct or indirect financial relationships with the health insurances.

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Authors and Affiliations

  1. Department of Health Sciences and Public Health, Faculty of Medicine Carl Gustav Carus, Technische Universität Dresden, Fetscherstr. 74, 01307, Dresden, Germany

    R.R. Weidemann, T. Schönfelder & J. Kugler

  2. Internal Medicine Department I, University Hospital Carl Gustav Carus Dresden, Dresden, Germany

    R.R. Weidemann

  3. Department of Public Health and Care Management, University of Applied Sciences Zwickau, Zwickau, Germany

    J. Klewer

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  1. R.R. Weidemann
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  2. T. Schönfelder
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  3. J. Klewer
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  4. J. Kugler
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Correspondence to R.R. Weidemann or J. Kugler.

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Conflict of interest

R. Weidemann, T. Schönfelder, J. Klewer, and J. Kugler state that there are no conflicts of interest.

All studies on humans described in the present manuscript were carried out with the approval of the responsible ethics committee and in accordance with national law and the Helsinki Declaration of 1975 (in its current, revised form). Informed consent was obtained from all patients included in studies.

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Weidemann, R., Schönfelder, T., Klewer, J. et al. Patient satisfaction in cardiology after cardiac catheterization. Herz 41, 313–319 (2016). https://doi.org/10.1007/s00059-015-4360-x

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  • DOI: https://doi.org/10.1007/s00059-015-4360-x

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