Factors Affecting Patients’ Perceptions of Quality, Hospital Ratings, and some Thoughts about Post-COVID-19 Challenges
18 Pages Posted: 19 Jun 2020
Date Written: June 18, 2020
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: Suggested Citation