Patient satisfaction with a hospital-based neuropsychology service
Amie Foran A C , Elisa Millar B and Diana Dorstyn B
+ Author Affiliations
- Author Affiliations
A Psychology Department, Royal Adelaide Hospital, North Terrace, Adelaide, SA 5005, Australia.
B School of Psychology, Faculty of Health Sciences, University of Adelaide, North Terrace, Adelaide, SA 5005, Australia. Email: elmmillar@gmail.com; diana.dorstyn@adelaide.edu.au
C Corresponding author. Email: Amie.Foran@adelaide.edu.au
Australian Health Review 40(4) 447-452 https://doi.org/10.1071/AH15054
Submitted: 18 March 2015 Accepted: 7 September 2015 Published: 19 October 2015
Abstract
Objective The aim of the present study was to develop and pilot a measure of patient satisfaction that encompasses themes, activities, settings and interactions specific to the neuropsychological assessment process.
Methods A focus group of out-patients (n = 15) was surveyed to identify the factors commonly associated with a satisfactory neuropsychological experience. Responses informed a purposely designed 14-item patient satisfaction scale (α = 0.88) that was completed by 66 hospital out-patients with mild to moderate cognitive impairment.
Results Satisfaction with the neuropsychological assessment process was generally reported, with the testing phase (85%) rated significantly more favourably than the pre-assessment (79%) and feedback (70%) phases. Commentaries provided by 32 respondents identified interpersonal facilitators to a satisfactory neuropsychological assessment experience, but also dissatisfaction with physical aspects of the testing environment in addition to service availability.
Conclusions The patient satisfaction scale can be used as a quality assurance tool to evaluate neuropsychological service delivery. Large-scale research is needed to confirm the scale’s psychometric properties. Further research may also include a broader perspective on the consumers’ experience of neuropsychological services.
Additional Keywords: cognitive assessment, feedback, health services research.
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