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The Effect of Patient Expectations on Patient Satisfaction

Fox, Jessica M
http://rave.ohiolink.edu/etdc/view?acc_num=ysu1560350332980685

Abstract Details

2019, Master of Science in Biological Sciences, Youngstown State University, Department of Biological Sciences and Chemistry.
The present investigation looked at the effect of patient expectations on patient satisfaction. Researchers approached walk-in patients at St. Joseph’s Warren Hospital meeting the inclusion criteria and asked them to participate in the study. Upon receipt of consent, the participant was randomized into one of two groups: control or experimental. If the participant was randomized into the experimental group, they received a pre-visit expectation survey and the post-visit satisfaction survey. If the participant was randomized into the control group, they only received the post-visit satisfaction survey. The pre-visit expectation survey evaluated self-triage and self-assessment of necessary diagnostics or treatments during their visit. The post-visit satisfaction survey used a 10-point Likert scale to assess the patients’ satisfaction with their overall experience, doctor, perceived length of stay, and level to which their expectations were met. There were 230 participants included in the study, 117 in the control group and 113 in the experimental group. Of the 113 participants in the experimental group, over half could accurately self-triage. Patients predicted their need for blood tests, x-rays, and CAT scans with overwhelming accuracy. The need for admission to the hospital was over-estimated. Medications while in the Emergency Department (ED) and new prescriptions were both under-estimated factors. The study revealed that there is not a statistically significant difference in satisfaction scores between the control and experimental groups for overall satisfaction, doctor, perceived length of stay, and level to which their expectations were met. A 2-tailed Pearson correlation was used to assess the potential relationship between meeting patient expectations and overall satisfaction scores. The results show that there is a positive correlation between the two factors (r=0.680, where the correlation is considered significant at less than 0.01).
Jill Tall, PhD (Advisor)
Kelly Colwell, EdD (Committee Member)
Matthew Lindberg, PhD (Committee Member)
48 p.
Biomedical Research; Health Care
Patient Satisfaction; patient expectations; emergency department

Recommended Citations

Citations

  • Fox, J. M. (2019). The Effect of Patient Expectations on Patient Satisfaction [Master's thesis, Youngstown State University]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=ysu1560350332980685

    APA Style (7th edition)

  • Fox, Jessica. The Effect of Patient Expectations on Patient Satisfaction. 2019. Youngstown State University, Master's thesis. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=ysu1560350332980685.

    MLA Style (8th edition)

  • Fox, Jessica. "The Effect of Patient Expectations on Patient Satisfaction." Master's thesis, Youngstown State University, 2019. http://rave.ohiolink.edu/etdc/view?acc_num=ysu1560350332980685

    Chicago Manual of Style (17th edition)

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© 2019, all rights reserved.
This open access ETD is published by Youngstown State University and OhioLINK.