Determining factors affecting healthcare service satisfaction utilizing fuzzy rule-based systems

References

• M. Abbe, C. Simon, A. Angiolillo, K. Ruccione, and E.D. Kodish, A survey of language barriers from the perspective of pediatric oncologists, interpreters, and parents, Pediatr. Blood Cancer 47 (2006), pp. 819–824. doi: 10.1002/pbc.20841
   PubMed Web of Science ®Google Scholar
• S.M. Allen, A.C. Petrisek, and L.L. Laliberte, Problems in doctor-patient communication: The case of younger women with breast cancer, Critical Public Health 11 (2001), pp. 39–58. doi: 10.1080/09581590010028246
   Google Scholar
• M. Ameresekere, R. Borg, J. Frederick, O. Vragovic, K. Saia, and A. Raj, Somali immigrant women’s perceptions of cesarean delivery and patient–provider communication surrounding female circumcision and childbirth in the USA, Int. J. Gynaecol. Obstet. 5 (2011), pp. 227–230. doi: 10.1016/j.ijgo.2011.07.019
   Web of Science ®Google Scholar
• M.S.K. Awan and M.M. Awais, Predicting weather events using fuzzy rule based system, Appl. Soft Comput. 11 (2011), pp. 56–63. doi: 10.1016/j.asoc.2009.10.016
   Web of Science ®Google Scholar
• C.S. Berkman and E. Ko, Preferences for disclosure of information about serious illness among older Korean American immigrants in New York City, J. Palliat. Med. 12 (2009), pp. 351–357. doi: 10.1089/jpm.2008.0236
   PubMed Web of Science ®Google Scholar
• K.D. Bertakis, D. Roter, and S.M. Putnam, The relationship of physician medical interview style to patient satisfaction, J. Fam. Pract. 32 (1991), pp. 175–182.
   PubMed Web of Science ®Google Scholar
• M.K. Buller and D.B. Buller, Physicians’ communication style and patient satisfaction, J. Health Soc. Behav. 28 (1987), pp. 375–388. doi: 10.2307/2136791
   PubMed Web of Science ®Google Scholar
• C. Campbell, J. Lockyer, T. Laidlaw, and H. MacLeod, Assessment of a matched-pair instrument to examine doctor–patient communication skills in practicing doctors, Med. Educ. 41 (2007), pp. 123–129. doi: 10.1111/j.1365-2929.2006.02657.x
   PubMed Web of Science ®Google Scholar
• A. Cave, U. Maharaj, N. Gibson, and E. Jackson, Physicians and immigrant patients. Cross-cultural communication, Can Fam Physician 41 (1995), pp. 1685–1690.
   PubMed Web of Science ®Google Scholar
• S.L. Clever, L. Jin, W. Levinson, and D.O. Meltzer, Does doctor–patient communication affect patient satisfaction with hospital care? Results of an analysis with a novel instrumental variable, Health Serv. Res. 43 (2008), pp. 1505–1519. doi: 10.1111/j.1475-6773.2008.00849.x
   PubMed Web of Science ®Google Scholar
• T.C. Collins, J.A. Clark, L.A. Petersen, and N.R. Kressin, Racial differences in how patients perceive physician communication regarding cardiac testing, Med. Care 40 (2002), pp. 127–134.
   Google Scholar
• O. Cordon and F. Herrera, A two-stage evolutionary process for designing TSK fuzzy rule-based systems, IEEE Trans. Syst. Man Cybern. B, Cybern. 29 (1999), pp. 703–715. doi: 10.1109/3477.809026
   PubMed Web of Science ®Google Scholar
• Ö. Coşgun, Y. Ekinci, and S. Yanık, Fuzzy rule-based demand forecasting for dynamic pricing of a maritime company, Knowl.-Based Syst. 70 (2014), pp. 88–96. doi: 10.1016/j.knosys.2014.04.015
   Web of Science ®Google Scholar
• B. Davies, N. Contro, J. Larson, and K. Widger, Culturally-sensitive information sharing in pediatric palliative care, Pediatrics 125 (2010), pp. e859–e865. doi: 10.1542/peds.2009-0722
   PubMed Web of Science ®Google Scholar
• D.L. Davis, Simple but not always easy: Improving doctor–patient communication, J. Commun. Healthc. 3 (2010), pp. 240–245. doi: 10.1179/175380710X12870623776397
   Google Scholar
• K. De Ruyter and N. Scholl, Incident based measurement of patient satisfaction/dissatisfaction: A Dutch case, J. Consum. Satisf. Dissatisf. Complain. Behav. 7 (1994), pp. 796–806.
   Google Scholar
• D. Dubois and H. Prade, Fuzzy Sets and Systems: Theory and Applications, Academic Press, London, 1980.
   Google Scholar
• K. Dyregrov, Intercultural communication in general practice, Tidsskr Nor Laegeforen 117 (1997), pp. 2444–2446.
   PubMedGoogle Scholar
• R.M. Epstein, P. Franks, K. Fiscella, C.G. Shields, S.C. Meldrum, R.L. Kravitz, and P.R. Duberstein, Measuring patient-centred communication in patient–physician consultations: Theoretical and practical issues, Soc. Sci. Med. 61 (2005), pp. 1516–1528. doi: 10.1016/j.socscimed.2005.02.001
   PubMed Web of Science ®Google Scholar
• A. Gegov, Complexity Management in Fuzzy Systems, Vol. 711, Springer, Heidelberg, 2007.
   Google Scholar
• H. Gerlach and H.H. Abholz, Black patients and white family doctors, Z. Allg. Med. 85 (2009), pp. 444–450.
   Google Scholar
• H. Gerlach, H.H. Abholz, G. Koc, M. Yilmaz, and N. Becker, As a migrant I wish not to be treated differently focus-groups on the experience of patients with migration background from Turkey, ZAllgmed 88 (2012), pp. 77–85.
   Google Scholar
• H. Harmsen, L. Meeuwesen, J. van Wieringen, R. Bernsen, and M. Bruijnzeels, When cultures meet in general practice: Intercultural differences between GPs and parents of child patients, Patient Educ. Couns. 51 (2003), pp. 99–106. doi: 10.1016/S0738-3991(02)00195-7
   PubMed Web of Science ®Google Scholar
• L.R. Hausmann, M.J. Hannon, D.M. Kresevic, B.H. Hanusa, C.K. Kwoh, and S.A. Ibrahim, Impact of perceived discrimination in healthcare on patient-provider communication, Med. Care 49 (2011), pp. 626–633. doi: 10.1097/MLR.0b013e318215d93c
   PubMed Web of Science ®Google Scholar
• S. Herselman, Some problems in health communication in a multicultural clinical setting: A South African experience, Health Commun. 8 (1996), pp. 153–170. doi: 10.1207/s15327027hc0802_3
   Web of Science ®Google Scholar
• E.M. Hooper, L.M. Comstock, J.M. Goodwin, and J.S. Goodwin, Patient characteristics that influence physician behavior, Med. Care 20 (1982), pp. 630–638. doi: 10.1097/00005650-198206000-00009
   PubMed Web of Science ®Google Scholar
• R. Jayadevappa, J.S. Schwartz, S. Chhatre, A.J. Wein, and S.B. Malkowicz, Satisfaction with care: A measure of quality of care in prostate cancer patients, Med. Decis. Making 30 (2010), pp. 234–245. doi: 10.1177/0272989X09342753
   PubMed Web of Science ®Google Scholar
• K. Julliard, J. Vivar, C. Delgado, E. Cruz, J. Kabak, and H. Sabers, What Latina patients don’t tell their doctors?: A qualitative study, Ann. Fam. Med. 6 (2008), pp. 543–549. doi: 10.1370/afm.912
   PubMed Web of Science ®Google Scholar
• D.A. Kenny, W. Veldhuijzen, T.V.D. Weijden, A. LeBlanc, J. Lockyer, F. Légaré, and C. Campbell, Interpersonal perception in the context of doctor–patient relationships: A dyadic analysis of doctor–patient communication, Soc. Sci. Med. 70 (2010), pp. 763–768. doi: 10.1016/j.socscimed.2009.10.065
   PubMed Web of Science ®Google Scholar
• P.T. Korthuis, S. Saha, J.A. Fleishman, M.M. McGrath, J.S. Josephs, R.D. Moore, K.A. Gebo, J. Hellinger, and M.C. Beach, Impact of patient race on patient experiences of access and communication in HIV care, J. Gen. Intern. Med. 23 (2008), pp. 2046–2052. doi: 10.1007/s11606-008-0788-5
   PubMed Web of Science ®Google Scholar
• G.L. Kreps, E.W. Bonaguro, and J.L. Query, Jr., The history and development of the field of health communication, in Health Communication Research: A Guide to Developments and Directions, L.D. Jackson and B.K. Duffy, eds., Greenwood Press, Chicago, 1998, pp. 1–15.
   Google Scholar
• J. Leckie, R. Bull, and A. Vrij, The development of a scale to discover outpatients’ perceptions of the relative desirability of different elements of doctors’ communication behaviors, Patient Educ. Couns. 64 (2006), pp. 69–77. doi: 10.1016/j.pec.2005.11.015
   PubMed Web of Science ®Google Scholar
• L. Liu, C. Li, and D. Zhu, A new approach to testing, nomological validity and its application to a second-order measurement model of trust, J. Assoc. Inf. Syst. 13 (2012), pp. 950–975.
   Web of Science ®Google Scholar
• L. Meeuwesen, J.A. Harmsen, R.M. Bernsen, and M.A. Bruijnzeels, Do Dutch doctors communicate differently with immigrant patients than with Dutch patients, Soc. Sci. Med. 63 (2006), pp. 2407–2417. doi: 10.1016/j.socscimed.2006.06.005
   PubMed Web of Science ®Google Scholar
• L. Meeuwesen, F. Tromp, B.C. Schouten, and J.A. Harmsen, Cultural differences in managing information during medical interaction: How does the physician get a clue, Patient Educ. Couns. 67 (2007), pp. 183–190. doi: 10.1016/j.pec.2007.03.013
   PubMed Web of Science ®Google Scholar
• R. Moeini, A. Afshar, and M.H. Afshar, Fuzzy rule-based model for hydropower reservoirs operation, Int. J. Electr. Power Energy Syst. 33 (2011), pp. 171–178. doi: 10.1016/j.ijepes.2010.08.012
   Web of Science ®Google Scholar
• L.S. Morales, W.E. Cunningham, J.A. Brown, H. Liu, and R.D. Hays, Are Latinos less satisfied with communication by health care providers? J. Gen. Intern. Med. 14 (1999), pp. 409–417. doi: 10.1046/j.1525-1497.1999.06198.x
   PubMed Web of Science ®Google Scholar
• G. Moreno and L.S. Morales, Hablamos Juntos (together we speak): Interpreters, provider communication and satisfaction with care, J. Gen. Intern. Med. 25 (2010), pp. 1282–1288. doi: 10.1007/s11606-010-1467-x
   PubMed Web of Science ®Google Scholar
• B. Nørgaard, J. Ammentorp, K.O. Kyvık, and P.E. Kofoed, Communication skills training increases self-efficacy of health care professionals, J. Contin. Educ. Health Prof. 32 (2012), pp. 90–97. doi: 10.1002/chp.21131
   PubMed Web of Science ®Google Scholar
• T. Nupur, The role of patient satisfaction in online health information seeking, J. Health Commun. 15 (2010), pp. 3–17.
   Web of Science ®Google Scholar
• K. Oyerinde, Y. Harding, P. Amara, N. Garbrah-Aidoo, R. Kanu, M. Oulare, R. Shoo, and K. Daoh, A qualitative evaluation of the choice of traditional birth attendants for maternity care in 2008 Sierra Leone: Implications for universal skilled attendance at delivery, Matern. Child Health J. 17 (2012), pp. 862–868. doi: 10.1007/s10995-012-1061-4
   Web of Science ®Google Scholar
• F. Pöchhacker, Language barriers in Vienna hospitals, Ethn. Health 5 (2000), pp. 113–119. doi: 10.1080/713667449
   PubMed Web of Science ®Google Scholar
• D.L. Roter, Patient participation in the patient-provider interaction: The effects of patient question asking on the quality of interaction, satisfaction and compliance, Health Educ. Monogr. 5 (1997), pp. 281–315.
   Google Scholar
• D. Roter and J.A. Hall, Doctors Talking with Patients/Patients Talking with Doctors: Improving Communication in Medical Visits, Vol. 2, Praeger, Westport, CT, 2006.
   Google Scholar
• M.G. Sanda, R.L. Dunn, J. Michalski, H.M. Sandler, L. Northouse, L. Hembroff, X. Lin, T.K. Greenfield, M.S. Litwin, C.S. Saigal, A. Mahadevan, E. Klein, A. Kibel, L.L. Pisters, D. Kuban, I. Kaplan, D. Wood, J. Ciezki, N. Shah, and J.T. Wei, Quality of life and satisfaction with outcome among prostate-cancer survivors, N. Eng. J. Med. 358 (2008), pp. 1250–2561. doi: 10.1056/NEJMoa074311
   PubMed Web of Science ®Google Scholar
• A. Schlemmer and B. Mash, The effects of a language barrier in a South African district hospital, SAfr. Med. J. 96 (2006), pp. 1084–1087.
   PubMed Web of Science ®Google Scholar
• I. Sezgin and M.Ö. Demir, Investigating patient-doctor communication and perceived health service quality, 3rd International Symposium on Sustainable Development, May 31 – June 01, Sarajevo, 2012.
   Google Scholar
• B. Sleath and R.H. Rubin, Gender, ethnicity, and physician–patient communication about depression and anxiety in primary care, Patient Educ. Couns. 48 (2002), pp. 243–252. doi: 10.1016/S0738-3991(02)00177-5
   PubMed Web of Science ®Google Scholar
• B. Sleath, R.H. Rubin, W. Campbell, L. Gwyther, and T. Clark, Ethnicity and physician–older patient communication about alternative therapies, J. Altern. Complement Med. 7 (2002), pp. 329–335. doi: 10.1089/107555301750463206
   Web of Science ®Google Scholar
• A.K. Smith, R.B. Davis, and E.L. Krakauer, Differences in the quality of the patient physician relationship among terminally ill African-American and white patients: Impact on advance care planning and treatment preferences, J. Gen. Intern. Med. 22 (2007), pp. 1579–1582. doi: 10.1007/s11606-007-0370-6
   PubMed Web of Science ®Google Scholar
• L. Song, J.B. Hamilton, and A.D. Moore, Patient-healthcare provider communication: Perspectives of African American cancer patients, Health Psychol. 31 (2011), pp. 539–547. doi: 10.1037/a0025334
   PubMed Web of Science ®Google Scholar
• M.A. Stewart, Effective physician–patient communication and health outcomes: A review, CMAJ 152 (1995), pp. 1423–1433.
   PubMed Web of Science ®Google Scholar
• R.L. Street Jr., H. Gordon, and P. Haidet, Physicians’ communication and perceptions of patients: Is it how they look, how they talk, or is it just the doctor? Soc. Sci. Med. 65 (2007), pp. 586–598. doi: 10.1016/j.socscimed.2007.03.036
   PubMed Web of Science ®Google Scholar
• J. Suurmond, E. Uiters, M.C. de Bruijne, K. Stronks, and M.L. Essink-Bot, Negative health care experiences of immigrant patients: A qualitative study, BMC Health Serv. Res. 11 (2011), pp. 10. doi: 10.1186/1472-6963-11-10
   PubMed Web of Science ®Google Scholar
• R. Tamblyn, M. Abrahamowicz, D. Dauphinee, E. Wenghofer, A. Jacques, D. Klass, and J.A. Hanley, Physician scores on a national clinical skills examination as predictors of complaints to medical regulatory authorities, JAMA 298 (2007), pp. 993–1001. doi: 10.1001/jama.298.9.993
   PubMed Web of Science ®Google Scholar
• A. Towle, W. Godolphin, and T. Alexander, Doctor–patient communications in the Aboriginal community: Towards the development of educational programs, Patient Educ. Couns. 62 (2006), pp. 340–346. doi: 10.1016/j.pec.2006.06.006
   PubMed Web of Science ®Google Scholar
• W. Veldhuijzen, P.M. Ram, T. Van Der Weijden, M.R. Wassink, and C.P.M. Van Der Vleuten, Much variety and little evidence: A description of guidelines for doctor-patient communication, Med. Educ. 41 (2007), pp. 138–145. doi: 10.1111/j.1365-2929.2006.02667.x
   PubMed Web of Science ®Google Scholar
• S. Vladimir and M. Veljko, Patient care, satisfaction and service quality in health care, Int. J. Consumer Stud. 37 (2013), pp. 312–319. doi: 10.1111/j.1470-6431.2012.01132.x
   Web of Science ®Google Scholar
• H. Waitzkin, Doctor-patient communication, JAMA 252 (1984), pp. 2441–2446. doi: 10.1001/jama.1984.03350170043017
   PubMed Web of Science ®Google Scholar
• E. Wiking, N. Saleh-Stattin, S.E. Johansson, and J. Sundquist, A description of some aspects of the triangular meeting between immigrant patients, their interpreters and GPs in primary health care in Stockholm, Sweden, Fam. Pract. 26 (2009), pp. 377–383. doi: 10.1093/fampra/cmp052
   PubMed Web of Science ®Google Scholar
• V. Wilkins, M.N. Elliott, A. Richardson, P. Lozano, and R. Mangione-Smith, The association between care experiences and parent ratings of care for different racial, ethnic, and language groups in a Medicaid population, Health Serv. Res. 46 (2011), pp. 821–839. doi: 10.1111/j.1475-6773.2010.01234.x
   PubMed Web of Science ®Google Scholar
• S. Williams, J. Weinman, and J. Dale, Doctor–patient communication and patient satisfaction: A review, Fam. Pract. 15 (1998), pp. 480–492. doi: 10.1093/fampra/15.5.480
   PubMed Web of Science ®Google Scholar
• L.A. Zadeh, The concept of a linguistics variable ant its application to approximate reasoning – I, Inf. Sci. 8 (1975a), pp. 199–250. doi: 10.1016/0020-0255(75)90036-5
   Web of Science ®Google Scholar
• L.A. Zadeh, The concept of a linguistics variable ant its application to approximate reasoning – II, Inf. Sci. 8 (1975b), pp. 301–357. doi: 10.1016/0020-0255(75)90046-8
   Web of Science ®Google Scholar
• L.A. Zadeh, The concept of a linguistics variable ant its application to approximate reasoning – I, Inf. Sci. 8 (1975c), pp. 43–50. doi: 10.1016/0020-0255(75)90017-1
   Web of Science ®Google Scholar