Online from: 1988
Subject Area: Health Care Management/Healthcare
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|Title:||Primary care patient satisfaction segmentation|
|Author(s):||Haiyan Qu, (Department of Health Services Administration, School of Health Professions, University of Alabama, Birmingham, Alabama, USA), Elena A. Platonova, (Department of Public Health Sciences, University of North Carolina, Charlotte, North Carolina, USA), Karen Norman Kennedy, (Department of Marketing and Industrial Distribution, School of Business, University of Alabama, Birmingham, Alabama USA), Richard M. Shewchuk, (Department of Health Services Administration, School of Health Professions, University of Alabama, Birmingham, Alabama, USA)|
|Citation:||Haiyan Qu, Elena A. Platonova, Karen Norman Kennedy, Richard M. Shewchuk, (2011) "Primary care patient satisfaction segmentation", International Journal of Health Care Quality Assurance, Vol. 24 Iss: 7, pp.564 - 576|
|Keywords:||Customer satisfaction, Latent class analysis, Non-physician staff, Patient satisfaction, Personal needs, Primary care, United States of America|
|Article type:||Research paper|
|DOI:||10.1108/09526861111160599 (Permanent URL)|
|Publisher:||Emerald Group Publishing Limited|
Purpose – The aim of this study is to examine patient satisfaction with non-physician staff as related to patient demographics, satisfaction with physician, and intentions to recommend their physicians to others.
Design/methodology/approach – A survey was conducted at two internal medicine primary care clinics affiliated with a major university health system. A latent class analysis was used to detect patient subpopulations based on profiles of response for five satisfaction-with-staff indicators.
Findings – The response rate was 86.46 percent (479 of 554). Analyses revealed four patient subpopulation segments. Segment I (
Originality/value – Patients have different expectations from their non-physician staff, e.g. younger, more affluent, and educated patients expressed dissatisfaction with staff. This suggests that non-physician staff should provide extra/further responsiveness to have these patients' needs met. Generally, approaches that are differentially targeted to specific patient subgroups are likely to be more efficient and patient-oriented than undifferentiated approaches.
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