PM&R
Volume 2, Issue 6 , Pages 521-527 , June 2010

Assessing Patient Expectations and Concerns in a Physical Medicine and Rehabilitation Unit: A Real-Time Snapshot

  • Douglas Elwood, MD, MBA

      Affiliations

    • New York University Medical Center, Department of Physical Medicine and Rehabilitation, 400 East 34th St, 6th Floor, New York, NY 10016‡
    • ,
  • Jeffrey Heckman, DO

      Affiliations

    • New York University Medical Center, Department of Physical Medicine and Rehabilitation, New York, NY†
    • Corresponding Author InformationAddress correspondence to J.H.
    • ,
  • Jaclyn Bonder, MD

      Affiliations

    • New York University Medical Center, Department of Physical Medicine and Rehabilitation, New York, NY⁎
    • ,
  • Austin Pantel, BS

      Affiliations

    • New York University Medical School, New York, NY§
    • ,
  • Daniel Blatz, MD

      Affiliations

    • SUNY Downstate Medical Center, Brooklyn, NY
    • ,
  • Alex Moroz, MD

      Affiliations

    • New York University Medical Center, Department of Physical Medicine and Rehabilitation, New York, NY∥
    • ,
  • Moshe Ben-Roohi, MD

      Affiliations

    • New York University Medical Center, Department of Physical Medicine and Rehabilitation, New York, NY⁎⁎

Received 18 September 2009 ,Accepted 15 December 2009.

References 

  1. Institute of Medicine. Crossing the Quality Chasm: A New Health System for the 21st Century. Washington, DC: National Academy Press; 2001;
  2. Cleary PD, Edgman-Levitan S. Health care quality: Incorporating consumers perspectives. JAMA. 1997;278:1608–1612
  3. Linder-Pelz S. Toward a theory of patient satisfaction. Soc Sci Med. 1982;16:577
  4. Hall JA, Milburn MA, Epstein AM. A causal model of health status and satisfaction with medical care. Med Care. 1993;31:84
  5. Kane RL, Maciejewski M, Finch M. The relationship of patient satisfaction with care and clinical outcomes. Med Care. 1997;35:714–730
  6. Woolley FR, Kane RL, Hughes CC, Wright DD. The effects of doctor-patient communication on satisfaction and outcomes of care. Soc Sci Med. 1978;12:123
  7. Sobel DS. Rethinking medicine: Improving health outcomes with cost effective psychosocial interventions. Psychosom Med. 1995;57:234–244
  8. Greenfield S, Kaplan SA, Ware JE. Expanding patient involvement in care: effects on patient outcomes. Ann Intern Med. 1985;102:520–528
  9. Otani K, Harris L. A paradigm shift in patient satisfaction assessment. Med Care Res. 2003;60(3):347–365
  10. Keith RA. Patient satisfaction and rehabilitation services. Arch Phys Med Rehabil. 1998;79:1122–1128
  11. Grissom SP, Dunagan L. Improved satisfaction during inpatient rehabilitation after hip and knee arthroplasty. Am J Phys Med Rehabil. 2001;80:798–803
  12. Heinemann A, Bode R, Cichowski K, Kan E. Measuring patient satisfaction with medical rehabilitation. J Rehabil Outcomes Meas. 1997;1:52–65
  13. Hazard R, Haugh L, Green J, Jones PLJ. Chronic low back pain: The relationship between patient satisfaction and pain, impairment, and outcomes. Spine. 1994;19:881–887
  14. McDonald R. Factor Analysis and related Methods. Hillsdale, NJ: Lawrence Erlbaum; 1985;
  15. Winter P, Keith R. A model of outpatient satisfaction in rehabilitation. Rehabil Psychol. 1988;33:131–142
  16. Poduri K, Osborne S. The relationship between stroke patient satisfaction and functional gains I an acute versus skilled nursing facility: A comparison study. Arch Phys Med Rehabil. 2008;89:E143
  17. Stein J, Shafqat S, Doherty D, Frates EP, Furie KL. Patient knowledge and expectations for functional recovery after stroke. Am J Phys Med Rehabil. 2003;82:591–596
  18. Elliott-Burke T, Pothast L. Measuring patient satisfaction in an outpatient orthopedic setting, part I: Key drivers and results. J Rehabil Outcomes Meas. 1997;1:18–25
  19. Wachsmith R, Smith R, Worsowicz G. Patient-reported satisfaction to target changes in a rehabilitation clinic. Arch Phys Med Rehabil. 2006;87:E29
  20. Elwood D, Bonder J, Pantel A, et al. Effects of pain control on length of stay and satisfaction after joint replacement: A gender-specific study. Am J Phys Med Rehabil. 2008;87(3):S8
  21. George S, Hirsh A. Distinguishing patient satisfaction with treatment delivery from treatment effect: A preliminary investigation of patient satisfaction with symptoms after physical therapy. Arch Phys Med Rehabil. 2005;86:1338–1344
  22. Ostir G, Smith P, Smith D, Berges IM, Ottenbacher KJ. The influence of perceived pain on satisfaction with community participation after hospital discharge. Arch Phys Med Rehabil. 2005;86:2095–2100
  23. Mancuso M, Smith P, Illig S, et al. Satisfaction with medical rehabilitation in patients with orthopedic impairment. Arch Phys Med Rehabil. 2003;84:1343–1349
  24. Pages E, Iborra J, Rodriguez S, et al. Patient satisfaction after total knee arthroplasty: at least 9 years of follow-up. Arch Phys Med Rehabil. 2003;84:A18
  25. Rudan J, Harrison M, Grant H. Determining patient concerns before joint arthroplasty. J Arthroplasty. 2009;24:1115–1119
  26. Ottenbacher K. Patient satisfaction and functional status in patients with neurologic impairment who received inpatient medical rehabilitation services. Arch Phys Med Rehabil. 2006;87:E18
  27. Reker D, Duncan P, Horner R, et al. Postacute stroke guideline compliance is associated with greater patient satisfaction. Arch Phys Med Rehabil. 2002;83:750–756
  28. Bisset A, MacDuff C, Chesson R, et al. Stroke services in general practice—Are they satisfactory?. Br J Med Pract. 1997;47:787–793
  29. McColl E, Thomas L, Bond S. A study to determine patient satisfaction with nursing care. Nurs Stand. 1996;10:34–38
  30. Pound P, Tilling K, Rudd A, Wolfe CD. Does patient satisfaction reflect differences in care received after stroke?. Stroke. 1999;30:49–55
  31. Kenagy JW, Berwick DM, Shore MF. Service quality in health care. JAMA. 1999;281:661–665
  32. Devine EC. Effects of psychoeducational care for adult surgical patients: A metaanlysis of 191 studies. Patient Educ Coun. 1992;19:129–142
  33. Bostan S, Acuner T, Yilmaz G. Patient (customer) expectations in hospitals. Health Policy. 2007;82(1):62–70
  34. Tervo-Heikken T, Kvist T, Partenen P, Vehviläinen-Julkunen K, Aalto P. Patient satisfaction as a positive nursing outcome. J Nurs Care Qual. 2008;23(1):58–65
  35. Akoijam BS, Konjengbam S, Bishwalata R, Singh TA. Patients' satisfaction with hospital care in a referral institute in Manipur. Indian J Public Health. 2007;51(4):240–243
  36. Capuzzo M, Gilli G, Paparella L. Factors predictive of patient satisfaction with anesthesia. Anesth Analg. 2007;105(2):435–442
  37. Matiti MR, Trorey GM. Patients' expectations of the maintenance of their dignity. J Clin Nursing. 2008;17(20):2709–2717
  38. Muntlin A, Gunningberg L, Carlsson M. Patients' perceptions of quality of care at an emergency department and identification of areas for quality improvement. J Clin Nursing. 2006;15(8):1045–1056
  39. Mtiraoui A, Alouini B. Evaluation of satisfaction of patients hospitalized at the Kairouan hospital. Tunis Med. 2002;80(3):113–121
  40. Clark MS, Smith DS. Factors contributing to patient satisfaction with rehabilitation following stroke. Int J Rehabil Res. 1998;21(2):143–154
  41. Staniszewska S, Ahmed L. Patient expectations and satisfaction with health care. Nurs Stand. 1998;12(18):34–38
  42. Ross CK, Frommelt G, Hazelwood L, Chang RW. The role of expectations in patient satisfaction with medical care. J Health Care Mark. 1987;7(4):16–26
  43. Cleary P, Edgman-Levitan S, Roberts M. Patients Evaluate Their Hospital Care: A National Survey. Health Affairs. 1991;10(4):254–267
  44. Weingart S, Pagovich O, Sands D. What can hospitalized patients tell us about adverse events?. J Gen Int Med. 2005;20(9):830–836
  45. Keitz S, Stechuchak K, Grambow S. Behind closed doors. Arch Intern Med. 2007;167:445–452
  46. Spahr C, Flugstad N, Brousseau D. The impact of a brief expectation survey on parental satisfaction in the pediatric emergency department. Family Practice. 2005;22(4):406–411
  47. Kravitz R. Measuring patients' expectations and requests. Int Health Care Res. 2001;134(9):881–888
  48. Kane R, Maciejewski M, Finch M. The relationship of patient satisfaction with care and clinical outcomes. Med Care. 1997;35:714–730
  49. Chiu T, Lam T. Correlation among physical impairments, pain, disability, and patient satisfaction in patients with chronic neck pain. Arch Phys Med Rehabil. 2005;86(3):534–540
  50. Ware JE. The Measurement of patient satisfaction. Health Medical Care Service Rev. 1978;1(1):5–15
  51. Ware J, Hays RD. Methods for measuring patient satisfaction with specific medical encounters. Med Care. 1988;26:393
  52. Ross CK, Steward CA, Sinacore JM. A comparative study of seven measures of patient satisfaction. Med Care. 1995;33:392
  53. Franchignoni F, Benevolo E. Assessment of a patient satisfaction scale in rehabilitation. Minerva Med. 1997;88:237–244
  54. Franchignoni F, Benevolo E. Satisfaction with hospital rehabilitation: Is it related to life satisfaction, functional status, age, or education?. J Rehabil Med. 2002;34:105–108
  55. Ash JS, Gorman PN, Seshadri V, Hersh WR. Computerized physician order entry in US hospitals: Results of a 2002 study. J Am Med Inform Assoc. 2004;11:95–99
  56. Valdes I, Kibbe DC, Tolleson G, et al. Barriers to proliferation of electronic medical records. Inform Prim Care. 2004;12:3–9
  57. Ash JS, Stavri PZ, Kuperman GJ. A consensus statement on considerations for a successful CPOE implementation. J Am Med Inform Assoc. 2003;10:229–234
  58. Keyser DJ, Dembosky JW, Kmetik K, et al. Using health information technology-related performance measures and tools to improve chronic care. Jt Comm J Qual Patient Saf. 2009;35(5):247
  59. Lindquist AM, Johannson PE, Petersson GI, et al. The use of the personal digital assistant (PDA) among personnel and students in health care: A review. J Med Internet Res. 2008;10(4):e31
  60. How To Be Smart With Smartphones. CNBC; June 11, 2009;http://www.cnbc.com/id/31238678/site/14081545?__source=yahoo%7Cheadline%7Cquote%7Ctext%7C&par=yahooAccessed June 10, 2009
  61. Doctors Using Smartphones Balance Engagement, Focus. Mobile Health News; May 19, 2009;http://mobihealthnews.com/2274/doctors-using-smartphones-balance-engagement-focus/Accessed June 11, 2009
  62. Number of Docs Using Smartphones Surges. Medical Marketing Media; April 14, 2009;http://www.mmm-online.com/Number-of-docs-using-smartphones-surges/article/130588/Accessed June 11, 2009
  63. OSU uses hand-held technology to strengthen patient care (pdaMD). http://www.pdamd.com/content?id=169Accessed June 12, 2009

PII: S1934-1482(09)01646-3

doi: 10.1016/j.pmrj.2009.12.008

PM&R
Volume 2, Issue 6 , Pages 521-527 , June 2010

Article Tools