Satisfaction of consumers through the performance of different hospitals

Coyne et al. (2009) and Messina et al. (2009)

Coyne et al. (2009) and Messina et al. (2009) conducted studies on consumer satisfaction through the performance of various hospitals, such as cost efficiency and service level. They are both concerned with cost and institution performance, which has an impact on market share. Messina et al. (2009) sought to investigate the relationship between patient admission and satisfaction, with a special emphasis on teaching and non-teaching institutions. Coyne et al. (2009), on the other hand, want to know how the size and ownership type of hospitals in Washington affects their efficiency and cost results. The study by Coyne et al. 2009 contains one primary question; Do size and ownership type make a difference in the efficiency and cost results of hospitals in Washington state? The independent variables were hospital size and ownership structure while dependent included efficiency and cost measures. Conversely, according to the aim of their study, Messina et al. 2009 use two research questions. They include: What is the nature of the relationship between patient satisfaction and their admission to the inpatient facilities within the acute care hospitals? And is there a difference between patient satisfaction and inpatient admissions in teaching and non-teaching referral hospitals? The independent variables were hospital type whether teaching or non-teaching while the dependent variables included patients access and satisfaction.

Relating Research Questions with Literature Review

The study by Coyne et al. (2009) was founded on an earlier study they conducted on cost performance of different hospitals. The cited surveys used an array of variables to quantify differences in hospital presentation and actions indicating that there were no conclusive results regarding the hospital size. Similarly, the study by Messina et al. (2009) was the built on the fact that previous studies had been concerned on the level of admissions as affected by the satisfaction of patients though the difference in hospitals had not been captured. They used the limited studies concerned with the comfort of patients based on the market shares of the hospital.

Another cited study indicates the organization’s performance outcomes as affected by the satisfaction that patient’s experience in the process of care (Marley, Collier & Meyer, 2004). Through different elements of patient satisfaction, it was recognized that an organization would be better placed in retaining and increasing their customer base. As such the study by Messina et al. combined the different aspects of the studies to correctly identify whether a difference in institutions would affect the level of satisfaction for the patients through their number in inpatient admissions.

Design Elements

The study was quantitative analysis defined by its statistical data analysis (Coyne et al., 2009). They used a sample size of 96 hospitals that were all state hospitals except those that were investor owned. Also, they established reliability of their instruments as they used existing data to measure hospital efficiency and performance for accuracy. Also, the employed data was valid since it had previously been used and was sensible across all the hospitals. Data was analyzed through a two-way analysis of variance (ANOVA).

On the other hand, Messina et al. (2009) carried out a qualitative study since they used descriptive statistics to describe their results. It had a small sample size of 14 hospitals with half teaching and half non-teaching. The sample was all Press Ganey client hospitals in New Jersey that accepted the invitations previously sent by the researchers. They used a questionnaire that was consistently modified over the years of study to enhance its reliability and validity. The data obtained from the survey was then analyzed through descriptive statistics including; standard deviations, frequencies, mean and median.

Conclusion

Coyne et al. (2009) established results that answered their research questions through clear statement of the findings. They found that the cost levels were not affected by size and ownership with medium sized hospitals reported lower costs than others that were either large oe small. The study did not provide suggestions based on their findings for an impact and change. The researchers controlled for extraneous variables by identifying other similar studies. The variables included; the scope of services, controlled for case mix, and payer mix that would affect the study findings.

Consequently, Messina et al. (2009) stated the results of the study where they established that patient satisfaction was related to the level of admission in the teaching hospitals. There was however no significant relationship with the non- teaching hospitals. Also, they offer their suggestions within this section on what they believe to be the statistically right course of action. As such, the conclusion can capture the different aspects of the study by answering the research questions and providing solutions to the existing situations. The study makes an effort to help the management increase the attendance of patients to the hospital while offering satisfying levels of service. Though the study did not explore the external variable, it indicated those that would probably have an effect on the results of the survey. They were mentioned as bed capacity, pay mix, hospital budget, major programs available for the hospital and number of physicians. It indicates that these variables could only be evaluated in the presence of a large sample size and within the context of the state.

References

Coyne, J. S., Richards, M. T., Short, R., Shultz, K., & Singh, S. G. (2009). Hospital Cost and Efficiency: Do Hospital Size and Ownership Type Really Matter?. Journal of Healthcare Management, 54(3), 163-175.

Marley, K. A., Collier, D. A., & Meyer Goldstein, S. (2004). The role of clinical and process quality in achieving patient satisfaction in hospitals. Decision Sciences, 35(3), 349-369.

Messina, D. J., Scotti, D. J., Driscoll, A. E., Ganey, R., & Zipp, G. P. (2009). The relationship between patient satisfaction and inpatient admissions across teaching and nonteaching hospitals. Journal of healthcare management, 54(3), 177-189.