Patient satisfaction : a visual analysis using Trellis Graphics

Download
Author
Hall, Tonya A.
Date
1998-09-01Advisor
Buttrey, Samuel E.
Second Reader
Scaramozzino, James
Metadata
Show full item recordAbstract
During times of peace, health care is one of the foremost quality of life issues to active duty members, their families and retirees. Patient satisfaction surveys are used to determine how patients perceive salient aspects of their medical care. There has been substantial anecdotal evidence to suggest that patients are unhappy with their care, but past analysis of the DoD Annual Surveys using simple frequencies of responses indicated that, overall, patients were satisfied. This thesis, using a powerful new technique called Trellis Graphics that allows more than three variables to be visualized simultaneously, has uncovered startling results that go beyond previous analysis, provide evidence to support the anecdotal claims, and show that overall satisfaction is not a reliable measurement for determining patient satisfaction. The seven factors defined by the National Committee on Quality Assurance are each individually, and together as a group, more reliable measures. The inability to choose a provider was clearly rated by every beneficiary group as the single greatest source of dissatisfaction. There are also differences in satisfaction between the sexes, and among the different groups. Active duty members, who are the primary customers of military treatment facilities, are the most dissatisfied, and women tend to be less happy than men
Rights
This publication is a work of the U.S. Government as defined in Title 17, United States Code, Section 101. Copyright protection is not available for this work in the United States.Collections
Related items
Showing items related by title, author, creator and subject.
-
THE THIN BLUE LINE: IMPROVING JOB SATISFACTION TO INCREASE RETENTION IN LAW ENFORCEMENT
Barnett, Lisa M. (Monterey, CA; Naval Postgraduate School, 2020-12);This research analyzes current levels of job satisfaction and desires to leave employment in law enforcement to determine the relationship between satisfaction and intentions to quit. Current law enforcement officers in ... -
EXPLORING PRODUCTIVITY AND WORKPLACE SATISFACTION OUTCOMES FOR EMPLOYEES PARTICIPATING IN TELEWORK AT THE AIR FORCE ACQUISITION MANAGEMENT AND INTEGRATION CENTER (AMIC)
Ramirez, Shelby A. (Monterey, CA; Naval Postgraduate School, 2022-06);This mixed methods study analyzes data before and during the COVID-19 pandemic with two purposes: first, to explore how changes to the amount of telework permitted at AMIC impact employee perceptions of productivity and ... -
Measuring Air Force Contracting customer satisfaction
Davis, Jamie (Monterey, California: Naval Postgraduate School, 2015-12);This research gathers background information to identify which customer satisfaction elements should be included in a standardized tool that measures the level of customer satisfaction for AF Contracting’s external and ...