Factors Affecting Patients’ Perceptions of Quality, Hospital Ratings, and some Thoughts about Post-COVID-19 Challenges

18 Pages Posted: 19 Jun 2020

See all articles by Alan T. Belasen

Alan T. Belasen

State University of New York (SUNY), Empire State College

Ariel R. Belasen

Southern Illinois University - Department of Economics

Jane Oppenlander

Clarkson University

Attila Hertelendy

George Washington University

Date Written: June 18, 2020

Abstract

Objective: To highlight clinical and operational issues, identify factors that shape patient responses in Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), and test the correlations between composite measures and overall hospital ratings.

Design: Responses to HCAHPS surveys were used in a partial correlation analysis to ascertain those HCAHPS composite measures that most relate to overall hospital ratings. The linear mean scores for the composite measures and individual and global items were analyzed with descriptive analysis and correlation analysis via JMP and SPSS statistical software.

Results: The strength of the partial correlation for overall hospital rating and three composite measures is largest for care transition (0.445) and nurse communication (0.369) and comparatively smaller for doctor communication (0.066).

Conclusions: From a health policy standpoint, it is imperative that hospital administrators stress open and clear communication between providers and patients to avoid problems ranging from misdiagnosis to incorrect treatment. Additional research is needed to determine how COVID-19 pandemic influences patients’ perceptions of quality and willingness to recommend hospitals at a time when nurses and physicians show symptoms of burnout due to heavy workloads and inadequate PPEs.

Keywords: Provider-Patient Communication, Patient Satisfaction, HCAHPS Composite Measures, Hospital Ratings, COVID-19

JEL Classification: I11, I18

Suggested Citation

Belasen, Alan and Belasen, Ariel R. and Oppenlander, Jane and Hertelendy, Attila, Factors Affecting Patients’ Perceptions of Quality, Hospital Ratings, and some Thoughts about Post-COVID-19 Challenges (June 18, 2020). Available at SSRN: https://ssrn.com/abstract=3629972 or http://dx.doi.org/10.2139/ssrn.3629972

Alan Belasen

State University of New York (SUNY), Empire State College ( email )

111 West Ave
Saratoga Springs, NY 12866
United States
5185804720 (Phone)
5185804720 (Fax)

Ariel R. Belasen (Contact Author)

Southern Illinois University - Department of Economics ( email )

Edwardsville, IL 62026-1102
United States

Jane Oppenlander

Clarkson University

80 Nott Terr
Schenectady, NY 12308
United States

Attila Hertelendy

George Washington University ( email )

2121 I Street NW
Washington, DC 20052
United States

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