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Patient experiences in relation to respondent and health service delivery characteristics: A survey of 26,938 patients attending 62 hospitals throughout Norway

Norwegian Knowledge Centre for the Health Services, Oslo, Norway, danielsen{at}kunnskapssenteret.no

Andrew M. Garratt

Norwegian Knowledge Centre for the Health Services, Oslo, Norway, Institute of Health Management and Health Economics, University of Oslo, Blindern, 0317 Oslo, Norway

Øyvind Andresen Bjertnæs

Norwegian Knowledge Centre for the Health Services, Oslo, Norway

Kjell I. Pettersen

Norwegian Knowledge Centre for the Health Services, Oslo, Norway, Department of Medicine, Akershus University Hospital, Nordbyhagen, Norway

Aims: To assess the association between patient experiences, aspects of healthcare delivery, and patient characteristics for adult somatic inpatients attending hospitals throughout Norway. Methods: The Patient Experiences Questionnaire (PEQ) was mailed to 26,938 patients attending inpatient clinics at 62 Norwegian hospitals during 2002 and 2003 within a six-week period. Reminders were mailed at four weeks. Scores for the PEQ were regressed on whether the patient felt that he/she had received incorrect treatment, had spent the night in a corridor bed, had been an emergency or routine admission, his/her number of previous admissions, hospital teaching status, hospital size and location, health status, and sociodemographic variables. Results: A total of 13,700 (50.9%) patients responded. Patients who felt that they had received incorrect treatment had significantly poorer scores for all 10 PEQ dimensions. Those spending the night in a corridor bed had significantly poorer scores for six dimensions. Emergency admissions and the previous number of inpatient stays were significantly associated with poorer experiences for 10 and 7 dimensions respectively. Hospital size and university status had negative relationships with scores for six and four dimensions respectively. Conclusions: Whether the patient felt that he/she had received the incorrect treatment had by far the strongest association with patient experiences. Future studies of patient experiences and satisfaction should include this variable. As found in previous research, patient experiences were significantly associated with age and health status.

Key Words: Patient experiences • Patient Experiences Questionnaire • patient satisfaction • quality of care

Scandinavian Journal of Public Health, Vol. 35, No. 1, 70-77 (2007)
DOI: 10.1080/14034940600858615


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