dc.contributor.author | Naylor, Justine M. | |
dc.contributor.author | Descallar, Joseph | |
dc.contributor.author | Grootemaat, Mechteld | |
dc.contributor.author | Badge, Helen | |
dc.contributor.author | Harris, Ian A. | |
dc.contributor.author | Simpson, Grahame | |
dc.contributor.author | Jenkin, Deanne | |
dc.date.accessioned | 2018-01-22T03:47:06Z | |
dc.date.available | 2018-01-22T03:47:06Z | |
dc.date.issued | 2016 | |
dc.identifier.issn | 1932-6203 | |
dc.identifier.doi | 10.1371/journal.pone.0159799 | |
dc.identifier.uri | http://hdl.handle.net/10072/100329 | |
dc.description.abstract | Background
Consumer satisfaction with the acute-care experience could reasonably be expected to be
higher amongst those treated in the private sector compared to those treated in the public
sector given the former relies on high-level satisfaction of its consumers and their subsequent
recommendations to thrive. The primary aims of this study were to determine, in a
knee or hip arthroplasty cohort, if surgery in the private sector predicts greater overall satisfaction
with the acute-care experience and greater likelihood to recommend the same hospital.
A secondary aim was to determine whether satisfaction across a range of service
domains is also higher in the private sector.
Methods
A telephone survey was conducted 35 days post-surgery. The hospital cohort comprised
eight public and seven private high-volume arthroplasty providers. Consumers rated overall
satisfaction with care out of 100 and likeliness to recommend their hospital on a 5-point
Likert scale. Additional Likert-style questions were asked covering specific service
domains. Generalized estimating equation models were used to analyse overall satisfaction
(dichotomised as 90 or < 90) and future recommendations for care (dichotomised as ‘definitely
recommend’ or ‘other’), whilst controlling for covariates. The proportions of consumers
in each sector reporting the best Likert response for each individual domain were compared
using non-parametric tests. Results
457 survey respondents (n = 210 private) were included. Less patient-reported joint
impairment pre-surgery [OR 1.03 (95% CI 1.01–1.05)] and absence of an acute complication
(OR 2.13 95% CI 1.41–3.23) significantly predicted higher overall satisfaction. Hip
arthroplasty [OR 1.84 (1.1–2.96)] and an absence of an acute complication [OR 2.31 (1.28–
4.17] significantly predicted greater likelihood for recommending the hospital. The only care
domains where the private out-performed the public sector were hospitality (46.7 vs 35.6%,
p <0.01) and frequency of surgeon visitation (76.4 vs 65.8%, p = 0.03).
Conclusions
Arthroplasty consumers treated in the private sector are not more satisfied with their acutecare
experience nor are they more likely to recommend their hospital provider. Rather,
avoidance of complications in either sector appears to result in improved satisfaction as
well as a greater likelihood that patients would recommend their hospital provider. | |
dc.description.peerreviewed | Yes | |
dc.language | English | |
dc.language.iso | eng | |
dc.publisher | Public Library of Sciences | |
dc.relation.ispartofpagefrom | 1 | |
dc.relation.ispartofpageto | 14 | |
dc.relation.ispartofjournal | PLoS One | |
dc.subject.fieldofresearch | Marketing Theory | |
dc.subject.fieldofresearchcode | 150506 | |
dc.title | Is Satisfaction with the Acute-Care Experience Higher amongst Consumers Treated in the Private Sector? A Survey of Public and Private Sector Arthroplasty Recipients | |
dc.type | Journal article | |
dc.type.description | C1 - Articles | |
dc.type.code | C - Journal Articles | |
dcterms.license | https://creativecommons.org/licenses/by/4.0/ | |
dc.description.version | Version of Record (VoR) | |
gro.description.notepublic | This publication has been entered into Griffith Research Online as an Advanced Online Version. | |
gro.rights.copyright | © 2016 Naylor et al. This is an open
access article distributed under the terms of the
Creative Commons Attribution License, which permits
unrestricted use, distribution, and reproduction in any
medium, provided the original author and source are
credited. | |
gro.hasfulltext | Full Text | |
gro.griffith.author | Simpson, Grahame K. | |