An Assessment of Patient Satisfaction at Kimbrough Army Community Hospital, Fort George G. Meade, Maryland.
Abstract
The health care industry is not exempt from satisfying its customers. The abundance of managed care programs and increased competition between providers of health care has led to an emphasis on measuring customer satisfaction with all aspects of health care delivery. The management problem addressed in this study is measuring the satisfaction of the actual users of outpatient services at Kimbrough Army Community Hospital. Managed care shifts the focus of health care delivery from the inpatient setting to the outpatient setting. Therefore, in order to remain competitive in managed care initiatives, Kimbrough needs to ensure they are providing care to beneficiaries that is in line with the needs and expectations of those beneficiaries. A mail-out, patient satisfaction survey was developed with items on eight major dimensions of patient satisfaction and overall satisfaction, as well as questions to obtain demographic and utilization information. Statistical analysis revealed that overall, respondents were moderately satisfied. Respondents had the most positive attitudes toward the physical environment of Kimbrough and the level of interpersonal care given by health care providers and staff. The dimensions most related to overall satisfaction in this study were outcomes and interpersonal care.
Document Details
- Document Type
- Technical Report
- Publication Date
- May 01, 1995
- Accession Number
- ADA313812
Entities
People
- Marsha B. Patrick
Organizations
- Academy of Health Sciences