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Patient satisfaction in combination with a preference analysis using the Analytic Hierarchy Process (webAHP)

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Patient satisfaction in combination with a preference analysis using the Analytic Hierarchy Process (webAHP)

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Samenvatting

The aim of this study was to give an insight in the methods and results of existing patient satisfaction questionnaires as well as to develop a new questionnaire using a different survey method, the webAHP. After an introduction of consumer and patient satisfaction, a short review about existing questionnaires in physiotherapy is given. Moreover, the theory of the AHP and webAHP is described in short terms and a newly-developed questionnaire is tested in a pilot study. The development, test phase and evaluation of the new questionnaire are described in the last chapter of this paper. A web portal with questionnaires in two different languages was built. The survey was conducted in Germany and the Netherlands during the whole December. One of the goals of this study was also to compare both countries the small number of participants made this impossible. Conclusion Comparing the webAHP method with the conventional self-explanatory method, the latter was easier to answer for the patients. The questions gave more general results what is partly congruent with the results of earlier studies, especially in the preference of patients for high-quality therapy. The webAHP method however is superior in indicating the preferences of patients and it is easier to conclude what actions should be taken in order to increase patient satisfaction. The results of the pilot study show that physiotherapists have to improve their interactions with patients since there seems to be a higher demand for additional information besides treatment issues. Patients furthermore request more responsibility taken over by their therapist. Recommendation for further research It could be pointed out that only a satisfaction analysis reaches too little information. Without the combination of the use-of-potential analysis, the results might direct the therapist towards wrong investigations. For future research it is therefore advice to combine patient satisfaction with a use-of-potential analysis. For once, to reach a higher validity, this pilot study need further testing

Toon meer
OrganisatieHogeschool van Amsterdam
InstituutGezondheid
Gepubliceerd in
Jaar2007
TypeBachelorscriptie
TaalEngels

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