TY - JOUR
T1 - Understanding the factors that influence patient satisfaction with ambulance services
AU - Bogomolova, Svetlana
AU - Tan, P. J.
AU - Dunn, S. P.
AU - Bizjak-Mikic, M.
PY - 2016
Y1 - 2016
N2 - The quality of ambulance services has an immense impact on patients’ future well-being and quality of life. Patient satisfaction is one of the key metrics for evaluating the quality of this service. Yet, the patient satisfaction measurement may be limited in its ability to accurately reflect this service quality, and even reflect factors beyond the patient experiences. We analyze 10 years of survey data to reveal a number of factors that systematically bias ambulance satisfaction ratings. Taking into account these biases provides more robust comparison of ambulance performance over time or across different jurisdictions.
AB - The quality of ambulance services has an immense impact on patients’ future well-being and quality of life. Patient satisfaction is one of the key metrics for evaluating the quality of this service. Yet, the patient satisfaction measurement may be limited in its ability to accurately reflect this service quality, and even reflect factors beyond the patient experiences. We analyze 10 years of survey data to reveal a number of factors that systematically bias ambulance satisfaction ratings. Taking into account these biases provides more robust comparison of ambulance performance over time or across different jurisdictions.
KW - Ambulance services
KW - overall satisfaction
KW - patient satisfaction
UR - http://www.scopus.com/inward/record.url?scp=84975226431&partnerID=8YFLogxK
U2 - 10.1080/07359683.2016.1166864
DO - 10.1080/07359683.2016.1166864
M3 - Article
C2 - 27295008
AN - SCOPUS:84975226431
VL - 33
SP - 163
EP - 180
JO - Health Marketing Quarterly
JF - Health Marketing Quarterly
SN - 0735-9683
IS - 2
ER -