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- Article] Patient Satisfaction as a Function of In-House Versus Contract Staffing Models in Veterans Affairs Community-Based Outpatient Clinics
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DocNo of ILP: 1642
Doc. Type: Article
Title: Patient Satisfaction as a Function of In-House Versus Contract Staffing Models in Veterans Affairs Community-Based Outpatient Clinics
Authors: Belote, J; Fulton, LV; Brooks, MS
Full Name of Authors: Belote, Janna; Fulton, Lawrence V.; Brooks, Matthew S.
Keywords by Author:
Keywords Plus: PERFORMANCE-MEASURES; HEALTH-CARE; VA; QUALITY; INTEGRATION; ACCESS; IMPACT
Abstract: As part of decision support for Central Arkansas Veterans Healthcare System, this research evaluated patient satisfaction differences associated with contract versus Veterans Affairs (VA) staffing of community-based outpatient clinics (CBOCs). The research question was as follows: What differences exist between contract versus VA-staffed outpatient clinics in the areas of patient perceptions of access, continuity of care, courtesy, education and information, emotional support, overall coordination, visit coordination, and patient preferences? The quarterly Survey of Healthcare Experiences of Patients provided satisfaction data necessary for this study. Results of Bonferonni-corrected z-tests of proportions indicated that the VA-staffed CBOCs had statistically higher scores for continuity of care, education and information, emotional support, overall coordination, and patient preferences. No statistically significant difference emerged for patient perception of access, courtesy, and visit coordination. The lack of finding associated with visit coordination coupled with the statistically significant difference for overall coordination suggests that coordination for non-VA-staffed CBOCs erodes after the patient encounter. In toto, patients reported higher satisfaction with in-house staffing solutions versus contractor solutions. The authors recommend additional cost-utility research to identify which of the two models. VA-staffed or non-VA-staffed, best meets the needs of all stakeholders.
Cate of OECD: Clinical medicine
Year of Publication: 2012
Business Area: other
Detail Business: medicine & science
Country: USA
Study Area:
Name of Journal: MILITARY MEDICINE
Language: English
Country of Authors: [Belote, Janna] Cent Arkansas Vet Healthcare Syst, Dept Vet Affairs, Little Rock, AR 72205 USA; [Fulton, Lawrence V.; Brooks, Matthew S.] Texas State Univ, San Marcos, TX 78666 USA
Press Adress: Belote, J (reprint author), Cent Arkansas Vet Healthcare Syst, Dept Vet Affairs, 4300 W 7th St, Little Rock, AR 72205 USA.
Email Address:
Citaion:
Funding:
Lists of Citation: Borowsky SJ, 2002, MED CARE, V40, P578, DOI 10.1097/00005650-200207000-00004; Chapko MK, 2002, MED CARE, V40, P555, DOI 10.1097/00005650-200207000-00001; *DEP VET AFF, 2011, MED PROGR INF TECHN, V2; Fortney JC, 2002, MED CARE, V40, P561, DOI 10.1097/00005650-200207000-00002; Goldberg RJ, 1999, PSYCHIATR SERV, V50, P1071; Granovetter M, 1983, SCO, V1, P201, DOI DOI 10.2307/20205; Hedeen AN, 2002, MED CARE, V40, P570, DOI 10.1097/00005650-200207000-00003; Landon BE, 1998, JAMA-J AM MED ASSOC, V279, P1377, DOI 10.1001/jama.279.17.1377; LIU CF, 2005, MAKE BUY PROVIDE PRI; Liu CF, 2008, MED CARE RES REV, V65, P300, DOI 10.1177/1077558707313034; MACIEJEWSKI ML, 2000, CBOC PERFORMANCE EVA; SZABO C, 2005, VETERANS HLTH ADM NL, P1; Valente TW, 1998, SOC NETWORKS, V20, P89, DOI 10.1016/S0378-8733(97)00007-5; Weeks WB, 2005, J HEALTHC MANAG, V50, P95
Number of Citaion: 14
Publication: ASSOC MILITARY SURG US
City of Publication: BETHESDA
Address of Publication: 9320 OLD GEORGETOWN RD, BETHESDA, MD 20814 USA
ISSN: 0026-4075
29-Character Source Abbreviation: MIL MED
ISO Source Abbreviation: Milit. Med.
Volume: 177
Version: 1
Start of File: 23
End of File: 26
DOI:
Number of Pages: 4
Web of Science Category: Medicine, General & Internal
Subject Category: General & Internal Medicine
Document Delivery Number: 874RP
Unique Article Identifier: WOS:000298976100007
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