RESUMEN
This article presents the results of a research study that laid out important considerations for organizations to improve their patient satisfaction scores. It addresses a dimension of patient satisfaction that appears to garner little attention in healthcare contexts: emotional support. Though the literature strongly suggests that emotional support is correlated to overall patient satisfaction, few organizations have systematically attempted to understand the elements of outstanding emotional support. Research at a community teaching hospital in Ontario has shed light on the essential components of emotional support. In this article, a typology of emotional support is offered. With a better understanding of the components of emotional support, organizations may be able to undertake actions that could potentially improve patient satisfaction scores and, in turn, the overall quality of patient care.
Asunto(s)
Conocimientos, Actitudes y Práctica en Salud , Pacientes Internos/psicología , Satisfacción del Paciente , Apoyo Social , Hospitales Comunitarios , Humanos , Ontario , Estrés Psicológico/prevención & control , Encuestas y CuestionariosRESUMEN
OBJECTIVE: To assess participant perception of an integrated model of care for substance abuse in pregnancy. DESIGN: Focus groups were employed for this qualitative study. SETTING: Two Family Medicine Units, 1 in Toronto and 1 in Montreal, where integrated care for licit and illicit substance abuse in pregnancy is provided by a team of doctors, nurses, nurse practitioners, and social workers. PARTICIPANTS: Women who had received addiction and prenatal care at 1 of the 2 sites. METHODS: Women were asked to discuss their experiences of care in focus groups. RESULTS: Five central themes emerged: judgment, physician-patient communication, team communication, support groups, and self-responsibility. CONCLUSION: Women felt more comfortable with provider teams that shared a consistent nonjudgmental attitude.