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Uncovering the blind spot of patient satisfaction and patient expectations: An international survey
Date:10/25/2011

ark having the highest percentage of clinicians routinely asking, followed by the United States, then the United Kingdom and Israel. Additionally, only 19.6 percent of clinicians felt they had adequate training to handle patients' expectations and only 6.9 percent stated that their department had a structured plan for addressing patient expectations.

According to Rozenblum, the study findings not only highlight the problem but also identify the main causes of clinician's blind spot. The researchers discovered that the level of awareness and adequate training were the major determinants of clinicians' approach to addressing patient expectations. These findings reveal that clinicians with greater awareness and/or adequate training were more likely to ask patients about their expectations.

"These data suggest that healthcare organizations should take a more active role in increasing clinicians 'awareness. Conducting training to cope with patient expectations and initiating structured programs for addressing patient expectations might in turn improve outcomes," concluded David Bates, MD, Senior Vice President for Quality and Safety at BWH and senior author on the paper.

Based on the study findings, Dr. Rozenblum and Dr. Bates have developed a conceptual model of patient satisfaction (PatientSatisfactive Model) as a dynamic entity that incorporates providers' efforts to address patients' expectations of care. The PatientSatisfactive Model includes elements designed to empower patients to express their expectations and to engage clinicians in dialogue about those expectations throughout the hospitalization. The model has already been tested in a pilot study and the researchers are now taking the next steps to test the model in a multi-center study.


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Contact: Lori J. Shanks
ljshanks@partners.org
617-534-1604
Brigham and Women's Hospital
Source:Eurekalert

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