Beyond the ceiling effect: using a mixed methods approach to measure patient satisfaction

Andrew, Sharon, Salamonson, Yenna, Everett, Bronwyn, Halcomb, Elizabeth J. and Davidson, Patricia M. (2011) Beyond the ceiling effect: using a mixed methods approach to measure patient satisfaction. International Journal of Multiple Research Approaches, 5 (1). pp. 52-63. ISSN 1834-0814

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Abstract

This study reports patient satisfaction with the nursing care on a neurosurgical critical care unit. A modified version of the Ludwig-Beymer Patient Satisfaction Questionnaire (PSQ-7) was used, and included structured items and semi-structured interview questions. Data were collected from 149 patients. Participants rated their satisfaction as high (Mean = 25.14; SD = 2.96). The distribution of scores was skewed and every item demonstrated a ceiling effect. Principal com-ponent analysis yielded a one-component solution which explained 48% of the variance. NVivo® was used to match PSQ-7 scores with qualitative data. Participants' comments were categorised as positive, negative or ‘yes, but’. Just over half the patients made positive comments and 29% of patients in the low group made negative comments. Three categories: ‘communication’, ‘nursing care delivery’ and ‘the hospital environment’ emerged from the qualitative data. A mixed method approach enables researchers to move beyond the ceiling effect of quantitative measures of patient satisfaction and to gain a more mean-ingful explanation of patient satisfaction

Item Type:	Journal Article
Keywords:	patient satisfaction, mixed methods, communication, patient safety, quality assurance
Faculty:	ARCHIVED Faculty of Health, Social Care & Education (until September 2018)
Depositing User:	Repository Admin
Date Deposited:	25 Apr 2013 12:35
Last Modified:	09 Sep 2021 16:17
URI:	https://arro.anglia.ac.uk/id/eprint/614594

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