Washington Charles, Benvengo Stephanie, Lynch Kathleen
Memorial Sloan Kettering Cancer Center, New York, NY, USA.
J Patient Exp. 2020 Dec;7(6):915-919. doi: 10.1177/2374373520967797. Epub 2020 Oct 21.
The relationship between patient satisfaction, care compliance, and treatment outcomes suggests patients who report dissatisfaction perceive receipt of suboptimal care. Patient satisfaction plays a role in defining quality of care, affecting institutional reimbursement and reputation capital. Using an explanatory sequential mixed methodology approach, this study explored frontline management's role in effective service recovery, actively addressing instances of patient dissatisfaction to improve the overall patient experience. A survey of frontline managers, document and artifact reviews, and probing interviews identify the importance of consistent performance measurement, feedback, and frequent leadership training on the relevance and importance of service recovery.
患者满意度、护理依从性和治疗结果之间的关系表明，报告不满意的患者认为得到的护理不够理想。患者满意度在界定护理质量方面发挥作用，影响机构报销和声誉资本。本研究采用解释性序列混合方法，探讨一线管理在有效服务补救中的作用，积极应对患者不满情况，以改善整体患者体验。对一线管理人员的调查、文件和工件审查以及深入访谈确定了持续绩效评估、反馈以及频繁进行领导力培训对服务补救的相关性和重要性的重要性。
