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Table 3 Multilevel regression of determinants of patient satisfaction (37 440 patients in 68 organizations)

From: Organizational performance impacting patient satisfaction in Ontario hospitals: a multilevel analysis

  Nurses & doctors Patient-centered care Admission process Availability of staff Communication with patient Communication with family Discharge transition Pain management
Number of respondents 37231 37339 33267 19993 33700 21719 24832 24108
Fixed effects Coef (s.e.) Coef (s.e.) Coef (s.e.) Coef (s.e.) Coef (s.e.) Coef (s.e.) Coef (s.e.) Coef (s.e.)
Patient level         
Constant 62.2 (6.4) 55.9 (4.8) 72.7 (8.1) 86.4 (6.8) 74.6 (5.2) 56.8 (6.7) 59.7 (8.3) 65.3 (3.6)
Age in decade 0.9 (0.1) 1.1 (0.1) 1.3 (0.1) 0.8 (0.1) 1 (0.1) 1.9 (0.1) 0 (0.1) 1.2 (0.1)
Male 2.4 (0.2) 2.7 (0.2) 2.3 (0.3) 3.6 (0.3) 1.5 (0.2) 3.6 (0.3) 7.1 (0.4) 1.6 (0.2)
Length of stay -0.03 (0.01) -0.06 (0.01) 0 (0.01) -0.14 (0.01) -0.08 (0.01) -0.04 (0.02) -0.17 (0.02) -0.03 (0.01)
Hospital stay (ref = Only this time)         
 This time and one other time 0.7 (0.4) 1 (0.3) 1.7 (0.5) 1.9 (0.5) 1.8 (0.4) 1 (0.6) 1 (0.7) 1.9 (0.4)
 This time and more than one other 1.3 (0.3) 1.6 (0.3) 3.4 (0.4) 3.4 (0.4) 3.1 (0.3) 1.3 (0.5) 1.3 (0.6) 2.6 (0.3)
Education level (ref = Public or high school)         
 College, trade, or technical school -2 (0.2) -2 (0.2) -1 (0.3) -2.2 (0.3) -1.1 (0.2) -3 (0.4) -3.8 (0.5) -1.7 (0.2)
 University -4.1 (0.3) -3.6 (0.2) -2.6 (0.4) -4.8 (0.4) -2.4 (0.3) -5.1 (0.5) -7.1 (0.5) -2.6 (0.3)
 Someone else filled the questionnaire (ref = Patient) -5.8 (0.3) -3.7 (0.2) -6.3 (0.4) -7.4 (0.4) -5.3 (0.3) -2.9 (0.5) -2.4 (0.6) -3.4 (0.3)
Perceived health (ref = Poor)         
 Good 3.7 (0.3) 2.8 (0.2) 3.2 (0.3) 3 (0.4) 3.4 (0.2) 3.5 (0.4) 5.4 (0.5) 2.7 (0.3)
 Very Good 9.9 (0.3) 6.7 (0.2) 5.5 (0.4) 5.8 (0.4) 7 (0.3) 7.6 (0.5) 10.1 (0.6) 4.5 (0.3)
 Excellent 12.9 (0.4) 8.1 (0.3) 6.4 (0.6) 4.9 (0.6) 7.7 (0.4) 8.5 (0.7) 10.6 (0.8) 4.4 (0.4)
Admission (ref = Emergency)         
 Planned admission 5.6 (0.2) 2.5 (0.2) 20.3 (0.3) 2.3 (0.3) 5.5 (0.2) 5.8 (0.4) 9.3 (0.4) 3.8 (0.2)
 Transferred from another facility 5.3 (0.4) 4 (0.3) 19.6 (0.6) 3.5 (0.6) 3.5 (0.4) 1.6 (0.7) 3.6 (0.8) 3.6 (0.4)
 Other unplanned 4.5 (0.5) 2.1 (0.4) 10.5 (0.6) 3.4 (0.7) 3.1 (0.5) 5.2 (0.8) 7.4 (0.9) 2.8 (0.5)
No pain (ref = Yes) 3 (0.2) 3.1 (0.2) 1.7 (0.3) 3 (0.3) 2.7 (0.2) 2.7 (0.4) 1.6 (0.4) N/A
Hospital level         
Peer group (ref = Community)         
 Small 1.8 (2.4) 4.3 (1.8) 6.1 (3) -0.4 (2.6) 0.7 (2) 4.2 (2.7) 2.9 (3.2) 1.5 (1.4)
 Teaching 2.1 (1.4) 1.6 (1) 1.6 (1.8) 1.8 (1.4) 1.1 (1.1) 1.6 (1.4) 2.6 (1.7) 0.5 (0.7)
Medical nurse-sensitive adverse events (%) -1.7 (0.9) -1.5 (0.6) -2.1 (1.1) -2.1 (0.9) -1.3 (0.7) -0.5 (0.9) -1.6 (1.1) -0.4 (0.5)
Medical readmissions (%) 0.2 (0.2) 0.1 (0.2) 0.3 (0.3) 0.2 (0.2) 0.1 (0.2) 0.3 (0.3) 0.3 (0.3) -0.1 (0.1)
Total margin -0.3 (0.2) -0.1 (0.2) -0.3 (0.3) -0.1 (0.2) -0.1 (0.2) -0.1 (0.2) -0.3 (0.3) 0.1 (0.1)
Equipment expenses 0.4 (0.4) 0.7 (0.3) 0.8 (0.6) 0.1 (0.5) 0.1 (0.4) 0.5 (0.5) 0.4 (0.6) 0 (0.3)
Registered nurses (%) -0.1 (0.1) -0.1 (0.1) -0.2 (0.1) -0.2 (0.1) -0.1 (0.1) 0 (0.1) 0 (0.1) 0 (0)
Percentage of sick time -1.5 (0.7) -1.6 (0.6) -1.6 (0.9) -1.3 (0.8) -0.8 (0.6) -0.7 (0.8) -0.9 (1) -0.4 (0.4)
Number of permanent staff roles -0.1 (0.2) -0.1 (0.2) -0.3 (0.3) -0.1 (0.2) -0.1 (0.2) -0.1 (0.2) -0.3 (0.3) -0.1 (0.1)
Continuing education about quality 1.3 (1.1) 1.1 (0.8) 0.7 (1.4) -1.1 (1.2) 0.5 (0.9) 2.1 (1.2) 1 (1.4) -0.3 (0.6)
# areas where e-records and data are used 0.7 (0.4) 0.6 (0.3) 0.7 (0.5) 0.6 (0.5) 0.4 (0.4) 0.5 (0.4) 0.8 (0.5) 0.1 (0.2)
# areas where data are collected and shared 0.2 (0.2) 0.1 (0.2) 0.3 (0.3) 0.2 (0.3) 0 (0.2) -0.2 (0.3) -0.2 (0.3) 0.2 (0.1)
Policy for hand hygiene 4 (1.9) 2 (1.4) 1.1 (2.4) 3.2 (2) 2.8 (1.6) 1 (2) 1.4 (2.4) 1.4 (1)
Patient safety as a written, strategic priority. 1 (1.7) 1.4 (1.3) -0.4 (2.2) 3.2 (1.9) 0.7 (1.4) 1.5 (1.9) 1 (2.3) 0 (1)
Formal policy and process of disclosure of adverse events to patients/families 0.6 (1.1) 0.7 (0.8) 2.2 (1.4) 1.7 (1.1) 0.6 (0.9) 0 (1.1) 1.6 (1.4) 1.3 (0.6)
Patient’s current medications reconciled on admission and with patient’s involvement. -0.5 (1.4) -0.3 (1.1) -1.9 (1.8) -2.2 (1.5) -0.7 (1.2) 1.8 (1.5) 0 (1.8) -1 (0.8)
Patient's medications reconciled and communicated to next provider 2.3 (1.4) 2.3 (1.1) 3.3 (1.8) 3.5 (1.5) 2.3 (1.2) 0.7 (1.5) 2.2 (1.9) 1.7 (0.8)
  1. In bold: p < 0.05.