The Effect of Primary Care Re-Engineering On Patient Satisfaction at McDonald Army Community Hospital: A Longitudinal Study of Ex-Post Facto Design
Abstract
At the initiation of fiscal year 2000, 1 October 1999, McDonald Army Community Hospital (MACH) at Fort Eustis Virginia transitioned its third floor clinic from a government-owned, contractor-operated (GOCO) primary care source to a government-owned, government-operated (GOGO) primary care source. Implementation of the operational change was intended to be invisible to the supported patient population, but was expected to cause some patient turn%oil and frustration nonetheless, with resulting decreased scores on the Department of Defense - Health Affairs (DoD-HA) customer satisfaction survey. The purpose of the current study was, through univariate analysis of variance (UNIANOVA), to review eight months of DoD-HA survey data, four months prior to and four months post 1 October, to determine if any change in patient satisfaction could be attributed to the operational change. Concurrently, the study analyzed care rendered in MACH's clinics to determine if patient satisfaction differed between primary and specialty care. Three aggregate satisfaction measures: perceived quality of care, satisfaction with care, and satisfaction with clinic, were individually regressed with the other survey elements to identify predictor variables for prioritization of effort and resources. The results of this study portrayed patients as being much more satisfied with specialty than primary care on all three aggregate measures.
Document Details
- Document Type
- Technical Report
- Publication Date
- Jun 12, 2000
- Accession Number
- ADA409504
Entities
People
- John F. Zeto
Organizations
- Academy of Health Sciences