The relationship between hospital patients' ratings of quality of care and communication

Keller, Anita C. and Bergman, Manfred Max and Heinzmann, Claudia and Todorov, Atanas and Weber, Heidemarie and Heberer, Michael. (2014) The relationship between hospital patients' ratings of quality of care and communication. International journal for quality in health care, 26 (1). pp. 26-33.

Full text not available from this repository.

Official URL: http://edoc.unibas.ch/40244/

Downloads: Statistics Overview


To assess the relationship between hospital patients quality of care ratings and their experiences with health-related information exchanges and communication during hospitalization. Cross-sectional multivariate dimensional analysis of data from a quality of care experience questionnaire of hospital patients comparing scores across three levels of reported satisfaction. Five thousand nine hundred and fifty-two patients from a Swiss University Hospital responded to the questionnaire at discharge during 2010. Survey questions measuring patients evaluation of quality of care, patient loyalty and overall satisfaction. Different levels of reported satisfaction are associated with differing experiences of health-related information and communication during a hospital stay. Patients who report lower satisfaction appear to attribute to the hospital staff enduring negative dispositions from behaviours that may be due to specific situational contexts. Negative experiences appear to influence scores on most other communication and information domains. Patients who report higher satisfaction, in contrast, appear to differentiate negative experiences and positive experiences and they appear to relativize and compartmentalize negative experiences associated with their hospital stay.
Faculties and Departments:04 Faculty of Humanities and Social Sciences > Departement Gesellschaftswissenschaften > Fachbereich Soziologie > Sozialforschung und Methodologie (Bergman)
UniBasel Contributors:Bergman, Manfred Max and Keller, Anita and Heinzmann, Claudia
Item Type:Article, refereed
Article Subtype:Research Article
Note:Publication type according to Uni Basel Research Database: Journal article
Identification Number:
Last Modified:08 Oct 2019 08:17
Deposited On:08 Oct 2019 08:17

Repository Staff Only: item control page