Accession Number:

ADA409504

Title:

The Effect of Primary Care Re-Engineering On Patient Satisfaction at McDonald Army Community Hospital: A Longitudinal Study of Ex-Post Facto Design

Descriptive Note:

Master's thesis

Corporate Author:

ACADEMY OF HEALTH SCIENCES (ARMY) FORT SAM HOUSTON TX HEALTH CARE ADMINISTRATION

Personal Author(s):

Report Date:

2000-06-12

Pagination or Media Count:

91.0

Abstract:

At the initiation of fiscal year 2000, 1 October 1999, McDonald Army Community Hospital MACH at Fort Eustis Virginia transitioned its third floor clinic from a government-owned, contractor-operated GOCO primary care source to a government-owned, government-operated GOGO primary care source. Implementation of the operational change was intended to be invisible to the supported patient population, but was expected to cause some patient turnoil and frustration nonetheless, with resulting decreased scores on the Department of Defense - Health Affairs DoD-HA customer satisfaction survey. The purpose of the current study was, through univariate analysis of variance UNIANOVA, to review eight months of DoD-HA survey data, four months prior to and four months post 1 October, to determine if any change in patient satisfaction could be attributed to the operational change. Concurrently, the study analyzed care rendered in MACHs clinics to determine if patient satisfaction differed between primary and specialty care. Three aggregate satisfaction measures perceived quality of care, satisfaction with care, and satisfaction with clinic, were individually regressed with the other survey elements to identify predictor variables for prioritization of effort and resources. The results of this study portrayed patients as being much more satisfied with specialty than primary care on all three aggregate measures.

Subject Categories:

  • Medicine and Medical Research

Distribution Statement:

APPROVED FOR PUBLIC RELEASE