Elderly inpatients' priorities for acute care service quality

Barlow, J. and Moller, C. (1996), A Complaint Is a Gift: Using Customer Feedback as a Strategic Tool, Berrett‐Koehler Publishers, San Francisco, CA.

Bredart, A., Razavi, D., Robertson, C., Brignone, S., Fonzo, D., Petit, J.Y. and de Haes, J.C. (2002), “Timing of patient satisfaction assessment: effect on questionnaire acceptability, completeness of data, reliability and variability of scores”, Patient Education and Counseling, Vol. 46 No. 2, pp. 131‐6.

Burroughs, T.E., Waterman, B.M., Cira, J.C., Desikan, R. and Claiborne Dunagan, W. (2001), “Patient satisfaction measurement strategies: a comparison of phone and mail methods”, The Joint Commission Journal on Quality Improvement, Vol. 27 No. 7, pp. 349‐61.

CDC (2003), “Public health and aging: trends in aging – United States and worldwide”, MMWR, Vol. 52 No. 6, pp. 101‐6.

Callahan, E.J., Bertakis, K.D., Azari, R., Robbins, J.A., Helms, L.J. and Chang, D.W. (2000), “The influence of patient age on primary care resident physician‐patient interaction”, Journal of The American Geriatrics Society, Vol. 48 No. 1, pp. 30‐5.

Clark, P.A. (2003), “Medical practices' sensitivity to patients' needs, opportunities and practices for improvement”, Journal of Ambulatory Care Management, Vol. 26 No. 2, pp. 110‐23.

Clark, P.A., Drain, M. and Malone, M.P. (2003), “Patients' perceptions of emotional/spiritual needs”, Joint Commission Journal on Quality and Safety.

Cleary, P.D. and McNeil, B.J. (1988), “Patient satisfaction as an indicator of quality care”, Inquiry, Vol. 25 No. 1, pp. 25‐36.

Cleary, P.D., Edgman‐Levitan, S., McMullen, W. and Delbanco, T.L. (1992), “The relationship between reported problems and patient summary evaluations of hospital care”, Quality Review Bulletin, Vol. 18 No. 2, pp. 53‐9.

Cleary, P.D., Keroy, L., Karapanos, G. and McMullen, W. (1989), “Patient assessments of hospital care”, Quality Review Bulletin, Vol. 15, pp. 172‐9.

Cohen, J. (1977), Statistical Power Analysis for Behavioral Sciences, Academic Press, New York, NY.

Dillman, D.A., Sangster, R.L., Tarnai, J. and Rockwood, T. (1996), Braverman, M.T. and Slater, J.K. (Eds), Current Issues in Survey Research, New Directions for Program Evaluation Series, Jossey‐Bass, San Francisco, CA, pp. 45‐62.

Donabedian, A. (1988), “The quality of care. How can it be assessed?”, Journal of the American Medical Association, Vol. 260 No. 12, pp. 1743‐8.

Drain, M. (2001), “Quality improvement in primary care and the importance of patient perceptions”, Journal of Ambulatory Care Management, Vol. 24 No. 2, pp. 30‐46.

Fink, A., Siu, A.L., Brook, R.H., Park, R.E. and Solomon, D.H. (1987), “Assuring the quality of health care for older persons. An expert panel's priorities”, Journal of the American Medical Association, Vol. 258 No. 14, pp. 1905‐8.

Folio, D., O'Sullivan‐Maillet, J. and Touger‐Decker, R. (2002), “The spoken menu concept of patient foodservice delivery systems increases overall patient satisfaction, therapeutic and tray accuracy, and is cost neutral for food and labor”, J. Am. Diet. Assoc., Vol. 102, pp. 546‐8.

Frampton, S.B., Gilpin, L. and Charmel, P.A. (2003), Putting Patients First: Designing and Practicing Patient‐Centered Care, Jossey‐Bass, San Francisco, CA.

Gesell, S.B. (2001), “A measure of satisfaction for the assisted‐living industry”, Journal of Healthcare Quality, Vol. 23 No. 2, pp. 16‐25.

Hall, J.A. and Dornan, M.C. (1990), “Patient sociodemographic characteristics as predictors of satisfaction with medical care: a meta‐analysis”, Social Science Medicine, Vol. 30 No. 7, pp. 811‐8.

Hall, M.F. (1995), “Patient satisfaction or acquiescence? Comparing mail and telephone survey results”, Journal of Health Care Marketing, Vol. 15 No. 1, pp. 54‐61.

Henley, B. and Davis, M.S. (1967), “Satisfaction and dissatisfaction: a study of the chronically‐ill aged patient”, Journal of Health and Social Behavior, Vol. 8, pp. 65‐75.

Hupcey, J.E., Clark, M.B., Hutcheson, C.R. and Thompson, V.L. (2003), “Expectations for care: elders' satisfaction and trust in health care providers”, Journal of Gerontological Nursing.

Hwang, L.J., Eves, A. and Desombre, T. (2003), “Gap analysis of patient meal service perceptions”, International Journal of Health Care Quality Assurance including Leadership in Health Services, Vol. 16 No. 2/3, pp. 143‐53.

IOM (2001), Crossing the Quality Chasm: A New Health System for the 21st Century, National Academy Press, Washington, DC.

IOM (2002), Priority Areas for National Action: Transforming Health Care, National Academy Press, Washington, DC.

Jackson, S. (2003), “Inappropriate response to complaints – a missed opportunity for improvement”, International Journal of Health Care Quality Assurance including Leadership in Health Services, Vol. 16 No. 2/3, pp. 63‐4.

Jaipaul, C.K. and Rosenthal, G.E. (2003), “Are older patients more satisfied with hospital care than younger patients?”, J. Gen. Intern. Med., Vol. 18 No. 1, pp. 23‐30.

John, D.R. and Cole, C. (1986), “Age differences in information processing: understanding deficits in young and elderly customers”, Journal of Consumer Research, Vol. 13 December, pp. 297‐315.

Kaldenberg, D.O. (1998a), “Results from the press, Ganey response study (Part 1)”, The Satisfaction Monitor, March/April, pp. 4‐5.

Kaldenberg, D.O. (1998b), “Results from the press, Ganey response study (Part 2)”, The Satisfaction Monitor, Vol. 2 May/June, pp. 5‐7.

Kaldenberg, D.O., Mylod, D.E. and Drain, M.D. (2003), Goldfield, N., Pine, J. and Pine, N. (Eds), Measuring and Managing Health Care Quality, Aspen Publishers, New York, NY, pp. 4:69‐4:89.

Kelley, K., Clark, B., Brown, V. and Sitzia, J. (2003), “Good practice in the conduct and reporting of survey research”, International Journal for Quality in Health Care, Vol. 15 No. 3, pp. 261‐6.

Larsen, D.E. and Rootman, I. (1976), “Physician role performance and patient satisfaction”, Social Science and Medicine, Vol. 10, pp. 29‐32.

Lee, Y. and Kasper, J.D. (1998), “Assessment of medical care by elderly people: general satisfaction and physician quality”, Health Services Research, Vol. 32 No. 6, pp. 741‐58.

Lin, B. and Kelly, E. (1995), “Methodological issues in patient satisfaction surveys”, International Journal of Health Care Quality Assurance, Vol. 8 No. 6, pp. 32‐7.

Linder‐Pelz, S. and Struening, E.L. (1985), “The multidimensionality of patient satisfaction with a clinic visit”, Journal of Community Health, Vol. 10 No. 1, pp. 42‐54.

Locker, D. and Dunt, D. (1978), “Theoretical and methodological issues in sociological studies of consumer satisfaction with medical care”, Social Science and Medicine, Vol. 12, pp. 283‐92.

McLymont, V., Cox, S. and Stell, F. (2003), “Improving patient meal satisfaction with room service meal delivery”, Journal of Nursing Care Quality, Vol. 18 No. 1, pp. 27‐37.

Malone, M.P. (1998), “Best practices: the latest & greatest in housekeeping and maintenance”, The Satisfaction Monitor, available at: www.pressganey.com/products_services/readings_findings/satmon/article.php?article_id=49 (accessed October 6, 2003).

Malone, M.P. (1999), “Food, glorious food!”, The Satisfaction Monitor, available at: www.pressganey.com/products_services/readings_findings/satmon/article.php?article_id=50 (accessed October 6, 2003).

Malone, M.P. and Gwozdz, J. (2002), “Practices: after the “oops”, Parts 1 and 2”, The Satisfaction Monitor, available at: www.pressganey.com/products_services/readings_findings/satmon/article.php?article_id=42 and http://www.pressganey.com/products_services/readings_findings/satmon/article.php?article_id=44 (accessed October 6, 2003).

Martin, D.P., Diehr, P., Conrad, D.A., Davis, J.H., Leickly, R. and Perrin, E.B. (1998), “Randomized trial of a patient‐centered hospital unit”, Patient Education and Counseling, Vol. 34 No. 2, pp. 125‐33.

Press, I. (2002), Patient Satisfaction: Defining, Measuring, and Improving the Experience of Care, Health Administration Press, Chicago, IL.

Regrut, B. (1997), “The boomer consumers and health care”, The Satisfaction Monitor, November/December, pp. 3‐5.

Sitzia, J. and Wood, N. (1997), “Patient satisfaction: a review of issues and concepts”, Social Science and Medicine, Vol. 45 No. 12, pp. 1829‐43.

Sloss, E.M., Solomon, D.H., Shekelle, P.G., Young, R.T., Saliba, D., MacLean, C.H., Rubenstein, L.Z., Schnelle, J.F., Kamberg, C.J. and Wenger, N.S. (2000), “Selecting target conditions for quality of care improvement in vulnerable older adults”, Journal of the American Geriatric Society, Vol. 48 No. 4, pp. 363‐9.

Ulrich, R.S. (1984), “View through a window may influence recovery from surgery”, Science, Vol. 224, pp. 420‐1.

Ware, J.E. Jr, Davies‐Avery, A. and Stewart, A.L. (1978), “The measurement and meaning of patient satisfaction”, Health and Medical Care Services, Vol. 1 No. 1, pp. 3‐15.

Welkowitz, J., Ewen, R.B. and Cohen, J. (1971), Introductory Statistics for the Behavioral Sciences, Academic Press, New York, NY.

Williams, S.J. and Calnan, M. (1991), “Convergence and divergence: assessing criteria of consumer satisfaction across general practice, dental and hospital care settings”, Social Science and Medicine, Vol. 33 No. 6, pp. 707‐16.

Williams, R., Virtue, K. and Adkins, A. (1998), “Room service improves patient food intake and satisfaction with hospital food”, J. Pediatr. Oncol. Nurs., Vol. 15 No. 3, pp. 183‐9.