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RESEARCH PRODUCT
Effect of organizational features on patient satisfaction with care in Italian multiple sclerosis centres
Maurizio LeoneVittorio MartinelliG. SavettieriAlessandra SolariClaudio SolaroCorrado ZenesiniM. R. TolaMaria Pia AmatoRaffaello D'alessandroG. L. MancardiKatia MattarozziElisa Baldinsubject
AdultMalemedicine.medical_specialtymedia_common.quotation_subjectPsychological interventionNicehealth professional-patient relationshipmultiple sclerosiscare organization; health professional-patient relationship; multiple sclerosis; patients’ satisfaction; psychological support03 medical and health sciences0302 clinical medicinePatient satisfactionCare organizationExcellenceSurveys and QuestionnairesHealth caremedicineHumans030212 general & internal medicinepatients’ satisfactioncomputer.programming_languagemedia_commonPhysician-Patient Relationsbusiness.industryMultiple sclerosisMiddle Agedmedicine.diseaseConfidence intervalItalyNeurologyPatient SatisfactionFamily medicineFemalecare organizationNeurology (clinical)businessDelivery of Health CareCare Organization Health professional–Patient Relationship Multiple Sclerosis Patients’ Satisfaction Psychological Supportcomputer030217 neurology & neurosurgerypsychological supportdescription
Background and purpose Receiving clear, complete and up-to-date information and having a satisfying relationship with the health professional (HP) are of primary importance for MS patients. Healthcare organization plays a key role in promoting an effective relationship and communication between patients and HPs. The present study aims to explore which care organization and service characteristics provided by Italian MS centres best predict patients’ satisfaction with healthcare. Methods Eighty-one centres and 707 patients (502 women, mean age 40.5 years, SD 10.2; mean education 12.2 years, SD 3.6; time since diagnosis 5.9 years, SD 1.5) were included in the analysis. The care organization and service provided by each centre were evaluated in comparison with the National Institute for Health and Care Excellence (NICE) guidelines on management of MS. Patients’ satisfaction with care was measured using the patient self-assessed questionnaire ‘Comunicazione medico-paziente nella Sclerosi Multipla, revised’ section 2 (COSM-R section 2). Results The clinical characteristics of patients significantly affected their satisfaction. A multivariate regression model showed that higher patients’ satisfaction (COSM-R score) was inversely associated with hospital size (number of patients under care) (β = −0.21, 95% confidence interval −0.35; −0.07) and directly associated with psychological interventions (β = 2.44, 95% confidence interval 0.29; 4.59). Conclusions Multiple sclerosis patients from larger hospitals are less satisfied with the information received and the relationship with HPs. Building an individualized relationship between patients and HPs and tailoring the communication of information improve patients’ satisfaction. Such a goal is probably less likely to be accomplished in larger centres with many incoming patients. Moreover, when the centres also provide structured psychological interventions, the patients are more satisfied.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2017-01-01 | European Journal of Neurology |