Patient Satisfaction and Organizational Impact: A Hierarchical Linear Modeling Approach

Abstract

This article presents the rationale for using multilevel analysis to address the broad environmental contexts in patient satisfaction research. This study utilized patient satisfaction data and the American Hospital Association Hospital Guide Book (2004). This study found significant contributions of individual patient attribute reactions (nursing care, physician care, etc.), and also clearly demonstrated hospital-level effects and cross-level interactions on patient satisfaction. Thus, it is clear that patient satisfaction is not solely explained by patients' attribute reactions and their demographic variables, but is also explained by patients' hospital levels. This approach would offer additional understanding in patient satisfaction research.

KEYWORDS:

• hospital care
• hierarchical linear modeling
• patient satisfaction
• surveys
• statistical methods

Acknowledgments

This study has been approved by the Institutional Review Board at Purdue University, Ref. 0710005884.

Notes

Note. The response can vary between 1 (poor) and 5 (excellent).

Note. QUAL = overall quality; REC = willingness to recommend; RET = willingness to return; LOS = length of stay.

*Correlation is significant at the .05 level (2-tailed).**Correlation is significant at the .01 level (2-tailed).

*p < .05. **p < .01.