The American Hospital Association and the Picker Institute surveyed patients in order to identify those factors, which are important in determining attitudes towards a health care system.
Factor
Favorable
Unfavorable
basic physical needs of patients
attended to
neglected
emotional support from health care team
readily available
impersonal
behavior of doctors, nurses and other health care workers
courteous and respectful
rude, discourteous
information provided
accurate and readily available
inadequate
patient participation in decision making
involved, preferences respected
disregarded, ignore preferences
involvement of family and friends
involved in care
disregarded
abilities of caregivers
competent
incompetent
coordination of care
efficient
chaotic
access to care
simple and easy
too many barriers
navigation of the health care system
clear and simple
nightmare
continuity and transition
integrated and seamless
fragmented and chaotic
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