A study of patient expectations in a Norfolk general practice: Patient expectations in a Norfolk general practice (original) (raw)
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A study of patient expectations in a Norfolk general practice
2010
Objective To use semi-structured interviews to ascertain patterns in patients' expectations of health care and the extent to which these expectations were met or not. Background In health policy it is important to evaluate health services from varying perspectives including consumers'. One concept of emerging importance in this regard is that of patient expectations. Whether expectations are met or not have been found to be related to general patient satisfaction with treatment and treatment compliance.
JRSM, 2013
Objectives To investigate patients’ experiences of health services, and how these related to what they had expected to receive, and satisfaction with their care. Design Surveys of patients before and after their consultations in general practice and hospital outpatients departments. Setting Greater London and Essex Participants In total, 833 patients attending 21 hospitals (434 patients; 52%) and 22 general practices (399 patients; 49%) across Greater London and Essex sampled in clinics and a population survey. Main outcome measures Patient expectations of care, patient satisfaction. Results Compared with younger people, and those in black and ethnic minority groups, older people (aged 65+) and White British people had significantly higher overall realistic expectations of their care (pre-visit realistic expectations score: age 60+: mean 53.26 [standard deviation 13.73]; age <60: 56.20 [15.17]; White British: 54.41 [13.50]; Black and other ethnic groups: 56.90 [16.15]) and greate...
Understanding Patient Expectations of Health Care: A Qualitative Study
Journal of Patient Experience
Understanding and measuring patient expectations of health care is central to improving patient satisfaction and delivering patient-centered care. However, most empiric research in this field has focused on measuring patient expectations for specific diseases only. Patient expectations common to a variety of settings and clinical contexts need to be better understood to design measures with wider utility. We aimed to understand how patients express and conceptualize their expectations of health care across a range of clinical contexts and conditions. Semi-structured interviews were conducted with patients presenting to a major metropolitan hospital, informed by interpretive phenomenological analysis. Sampling continued until thematic saturation. Interview topics explored the illness experience, interactions with clinicians, how patients communicated and conceptualized their expectations of health care, and the nature of these expectations. The 26 participants conceptualized and desc...
Patients' Expectations -A Study in a Selected Hospital
https://www.ijhsr.org/IJHSR\_Vol.8\_Issue.6\_June2018/IJHSR\_Abstract.035.html, 2018
With the healthcare market turning into a buyer's market, healthcare providers are turning more and more towards marketing of their services. This requires a marketing information system which provides information that is accurate, timely and need-based to hospital administrators. For this a relevant tool for hospital administrators today is a patient expectation survey which reveals what patients actually desire from hospital. When the results of such patient expectation surveys are applied to planning of healthcare services, it increases the chances of achieving patient satisfaction. The objectives were to study the actual performance and patient expectations and then analyse the gap between the two. The patients' expectations were met at most of the counters they visited as an outpatient since the gap analysed at many instances between actual performance and patient expectation was negligible. In some areas no gap was observed between the actual performance and patient expectations, like in, the behaviour of the doctor and the supporting staff, promptness in service at the billing and pharmacy counters respectively, and availability of the drugs at the pharmacy. This means that the actual performance exceeded the patients' expectations thus causing them to be highly delighted with these hospital services.