Dissertation/Thesis Abstract

The relationship between Patient-Centered Care (PCC) services and patient satisfaction scores
by Yancey, Antonio Earl, D.M.IST., University of Phoenix, 2013, 110; 3583301
Abstract (Summary)

The purpose of this quantitative ex-post facto study was to determine if the level of satisfaction is increased over hospitals that do not incorporate PCC services. The study involved the use of archival data from HCAHPS (n.d.) satisfaction surveys analyzed during the first quarter of 2013. The respondents of the study included using archival patient satisfaction survey data from 113 hospitals within the State of Michigan. Fifty-two of these hospitals were identified as providing some level of PCC services to patients, and 61 of the hospitals were identified as not providing PCC services to patients. For each of the research questions, a two-sample t-test was used to compare the mean percentages between hospitals that have implemented PCC services and hospitals that have not implemented PCC services. The use of a two-sample test with all of the research variables did not reject any of the hypotheses for this study. This outcome could indicate that HCAHPS (n.d.) patient satisfactions scores may not be directly linked to PCC services. Although the results for this study did not demonstrate a favorable outcome regarding HCAHPS (n.d.) satisfaction scores and PCC services, the literature review for this study validates the importance for leaders within the health care community who have established PCC services to find other measurements to assess the effectiveness of PCC services, and those who do not to consider the implementation of Patient-Centered Care (PCC) services within their hospitals.

Indexing (document details)
Advisor: Young, Elizabeth
Commitee:
School: University of Phoenix
Department: Organizational Leadership
School Location: United States -- Arizona
Source: DAI-B 75/10(E), Dissertation Abstracts International
Source Type: DISSERTATION
Subjects: Health sciences, Health education, Health care management
Keywords: HCAHPS, Hospital consumer assessment of healthcare providers and systems, PCC, Pateint centered care, Patient and family centered care, Patient satisfaction
Publication Number: 3583301
ISBN: 978-1-321-13127-7
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