Patient satisfaction in innovating integrated care for older persons : towards care with personal value

Poot, A.J. (2018)

Doctoral Thesis

Care for older persons is changing. A new primary health care concept is called ‘person-centred, integrated care’ involving changing roles for General Practitioners (GPs) and other professionals. The inclusion of the personal values of the patients in the changing care is essential but vulnerable.
This thesis links the process of innovating care and the values of the older persons involved, by studying patient satisfaction as an expression of personal value in two care innovation and implementation projects.
Key findings are: The level of patient satisfaction is related to complexity of health problems and is related more to the care organization than to the condition of the patient. Modifiable communicative aspects of GP behavior are related to patient satisfaction. Patients and GPs, show different satisfaction about aspects of care reflecting different values. In a real-life implementation strategy, patient satisfaction and engagement is feasible and valuable.
Conclusions are that patient satisfaction can be used in innovating care but must be interpreted with caution. Also older patients need a role in the implementation process in order to assure that their values are expressed in the care innovation.
A combination of individual shared decision making, satisfaction investigation and procedural engagement is proposed.

• Older adult
• Innovation
• Patient satisfaction
• Integrated-care
• Implementation
• Care homes

• All authors: Poot, A.J.
• Supervisor: Gussekloo, J.
• Co-supervisor: Caljouw, M.A.A.
• Committee: Achterberg, W.P.; Assendelft, W.J.J.; Guldemond, N.; Luijkx, K.G.
• Qualification: Doctor (dr.)
• Awarding Institution: Faculty of Medicine, Leiden University Medical Center (LUMC), Leiden University
• Date: 2018-09-11
• ISBN (print): 9789463611206