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Understanding the factors that influence patient satisfaction with ambulance services

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dc.contributor.authorBogomolova, S.
dc.contributor.authorTan, P.J.
dc.contributor.authorDunn, S.P.
dc.contributor.authorBizjak Mikic, M.
dc.date.issued2016
dc.description.abstractThe quality of ambulance services has an immense impact on patients' future well-being and quality of life. Patient satisfaction is one of the key metrics for evaluating the quality of this service. Yet, the patient satisfaction measurement may be limited in its ability to accurately reflect this service quality, and even reflect factors beyond the patient experiences. We analyze 10 years of survey data to reveal a number of factors that systematically bias ambulance satisfaction ratings. Taking into account these biases provides more robust comparison of ambulance performance over time or across different jurisdictions.
dc.identifier.citationHealth Marketing Quarterly, 2016; 33(2):163-180
dc.identifier.doi10.1080/07359683.2016.1166864
dc.identifier.issn1545-0864
dc.identifier.issn1545-0864
dc.identifier.urihttps://hdl.handle.net/11541.2/119314
dc.language.isoen
dc.publisherRoutledge
dc.rightsCopyright 2016 Taylor and Francis Access Condition Notes: Post print will be available after 1 December 2017
dc.source.urihttps://doi.org/10.1080/07359683.2016.1166864
dc.subjectambulance services
dc.subjectoverall satisfaction
dc.subjectpatient satisfaction
dc.titleUnderstanding the factors that influence patient satisfaction with ambulance services
dc.typeJournal article
pubs.publication-statusPublished
ror.fileinfo12142880680001831 13142966750001831 9916070208801831_53133829940001831.pdf
ror.mmsid9916070208801831

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