The 131st Annual Meeting (November 15-19, 2003) of APHA

Abstract #59779

Jane Ellery, MA, College of Public Health, Department of Community and Family Health, University of South Florida, 13201 Bruce B. Downs Blvd, MDC 56, Tampa, FL 33612, 813-991-6270, jellery@hsc.usf.edu, Gwendolyn P. Quinn, PhD, College of Medicine, DIO, University of South Florida, MRC Cancont MDC 44, 12902 Magnolia Drive, Tampa, FL 33612, and Terrance L. Albrecht, PhD, College of Medicine/DIO, University of South Florida, 12902 Magnolia Drive, MDC 44/MRC CANCONT, Tampa, FL 33612.

The purpose of this study was to update an ongoing patient satisfaction survey collecting quantitative data by using information collected through focus group discussions and individual interviews. Methods: Patient focus groups, medical treatment team focus groups, and individual interviews with physicians and medical and administrative staff were conducted during the winter of 2002. The patient focus group guide was developed based on input/comments received from patients during the previous year. The information shared by patients during the focus groups was then used to develop 3 additional tools, including a medical treatment team focus group guide, a physician interview guide, and a medical/administrative staff interview guide. A content analysis of the discussions and triangulation of information from the multiple groups helped to identify potential reasons for patient complaints. Results: Issues noted that may positively influence patient satisfaction included: keeping patients informed of delays, having coffee stations and lunch passes to help decrease anxieties related to waiting, focusing on issues related to providing patients with a “human touch”, communicating realistic expectations, hiring more staff, improving patient related procedures, saving early appointments for individuals expressing frustration with waiting, providing general information about research trials, providing additional training for current staff, hiring more physicians, updating the appearance of clinics and inpatient areas, allowing nursing staff “down time” for administrative duties, improving the integration of patient charting technologies, ensuring that appropriate referrals are made. Discussion: Listening to all groups involved in the patient delivery process is key in identifying potential solutions to patient concerns.

Learning Objectives:

• At the end of this session, participants will be able to:
• 1. Articulate a strategy for collecting focus groups and individual interview information related to patient satisfaction.
• 2. Identify issues that may influence patient satisfaction.
• 3. Recognize the importance of triangulating information from various perspectives when conducting qualitative research.

Keywords: Patient Satisfaction, Patient Perspective

Presenting author's disclosure statement:
I do not have any significant financial interest/arrangement or affiliation with any organization/institution whose products or services are being discussed in this session.