Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

“Honor thy father and thy mother”: the contribution of verbal concerns to the understanding of elderly patients’ satisfaction

“Honor thy father and thy mother”: the contribution of verbal concerns to the understanding of... This study aims first, to provide a typology of complaints concerning the treatment of elderly patients in geriatric wards; second, to estimate reported satisfaction with treatment; and third, to assess the link between verbal concerns and satisfaction.Design/methodology/approachUsing the “Survey of Geriatric Wards, 2019” a sample of 4,725 family members of patients, hospitalized in 99 geriatric wards in Israel were asked to rate their overall satisfaction with treatment; they also were asked to provide verbal information on the hospitalization experience through an open-ended question. A content analysis was applied to the verbal answers, to classify them into distinct qualitative categories; a regression analysis was applied to examine the impact of the concerns on the level of patient satisfaction, net of patient’s characteristics.FindingsLevel of satisfaction among family members is very high (8.16 on a scale from 1–10), with only very few expressing verbal concerns (2.3%). Content analysis reveals five reoccurring themes: physical violence (33.3%), verbal violence (19.2%), discrimination (21.2%), lack of dignified hospitalization conditions (8.1%) and communication (18.2%). Further analysis reveals that satisfaction among those who complained, especially about interpersonal relations, is considerably and significantly lower than others.Originality/valueDespite high levels of satisfaction with medical care in geriatric wards, the findings underscore voiced complaints as major source for explaining dis-satisfaction with hospitalization. Complaints in the realm of interpersonal relations, especially regarding verbal violence, discrimination and communication, seem to be most consequential for lowering levels of satisfaction with treatment. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Quality in Ageing and Older Adults Emerald Publishing

“Honor thy father and thy mother”: the contribution of verbal concerns to the understanding of elderly patients’ satisfaction

Semyonov-Tal, Keren
Quality in Ageing and Older Adults , Volume 22 (2): 11 – Oct 11, 2021
Download PDF
11 pages

Loading next page...
 
/lp/emerald-publishing/honor-thy-father-and-thy-mother-the-contribution-of-verbal-concerns-to-0xH4rHqrXs

References (41)

Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1471-7794
eISSN
1471-7794
DOI
10.1108/qaoa-02-2021-0022
Publisher site
See Article on Publisher Site

Abstract

This study aims first, to provide a typology of complaints concerning the treatment of elderly patients in geriatric wards; second, to estimate reported satisfaction with treatment; and third, to assess the link between verbal concerns and satisfaction.Design/methodology/approachUsing the “Survey of Geriatric Wards, 2019” a sample of 4,725 family members of patients, hospitalized in 99 geriatric wards in Israel were asked to rate their overall satisfaction with treatment; they also were asked to provide verbal information on the hospitalization experience through an open-ended question. A content analysis was applied to the verbal answers, to classify them into distinct qualitative categories; a regression analysis was applied to examine the impact of the concerns on the level of patient satisfaction, net of patient’s characteristics.FindingsLevel of satisfaction among family members is very high (8.16 on a scale from 1–10), with only very few expressing verbal concerns (2.3%). Content analysis reveals five reoccurring themes: physical violence (33.3%), verbal violence (19.2%), discrimination (21.2%), lack of dignified hospitalization conditions (8.1%) and communication (18.2%). Further analysis reveals that satisfaction among those who complained, especially about interpersonal relations, is considerably and significantly lower than others.Originality/valueDespite high levels of satisfaction with medical care in geriatric wards, the findings underscore voiced complaints as major source for explaining dis-satisfaction with hospitalization. Complaints in the realm of interpersonal relations, especially regarding verbal violence, discrimination and communication, seem to be most consequential for lowering levels of satisfaction with treatment.

Journal

Quality in Ageing and Older Adults – Emerald Publishing

Published: Oct 11, 2021

Keywords: Patient complaints; Patient satisfaction; Elderly dignity; Geriatric wards; Patient concerns; Patient dignity

There are no references for this article.