Lessons Learned from Performance Outcome, Provider, Patient Satisfaction,
and Patient Attitude Studies

Compiled by Dr. A. David Mangelsdorff. Copyright © 1998-2011, A. David Mangelsdorff. All Rights Reserved.
Information in this document may be reproduced for educational purposes only. . . . .

Data, Performance, Outcomes, and Attitude Surveys

  • Google Public Data
  • National Center for Health Statistics
  • Centers for Disease Control and Prevention Publications & Info
  • TRICARE Operations Center
  • Health Program Analysis & Evaluation (HPA&E) Survey Program
  • Health Care Survey of DoD Beneficiaries
  • Evaluation of TRICARE FY 2000 Report
  • TMA Reports
  • MHS Performance Measures
  • TRICARE Operational Performance Statement (TOPS)
  • Military Health System (MHS) Surveys
  • Army Provider Level Satisfaction survey (APLSS): Synovate
  • 1999 TRICARE Consumer Reports
  • DoD Lifestyle Assessment Program (Research Triangle Institute [RTI]
  • Health Behaviors Survey 2005 (RTI)
  • Consumer Assessment of Health Providers & Systems (CAHPS)
  • National Research Corporation Survey Trends
  • Air Force Surgeon General Virtual Analyst Support
  • American Customer Satisfaction Index (ACSI)
  • Vertans Health Administratin (VHA) Office of Research & Development
  • VHA Publications
  • VHA Patient Satisfaction 2009
  • Ambulatory Health Care Data
  • Healthcare Finance Customer Satisfaction Initiative
  • Social Security Administration ACSI scores
  • VistA/Computerized Patient Record System (CPRSS) Demo
  • ClinicalTrials.gov
  • Defense Techinical Information Center (DTIC)
  • Health Resources anad Services Administration: Area Resource File
  • CDC Behavioral Risk Factor Surveillance System
  • CMS Medical Current Beneficiary Survey
  • Center for Mental Health Services SMHSA
  • CDC National Health Interview Survey
  • CDC National Health and Nutrition Examination Survey
  • AHRQ Medical Expenditure Panel Survey
  • National Vital Statistics System
  • WHO Statistics
  • World Bank
  • United Nations Statistics
  • OECD
  • CIA World Factbook
  • Nationmaster
  • Khan Academy

    Selected Reports

  • Alexander D, & Mangelsdorff AD. Screening alcohol abuse potential among Army reservists with the Short Michigan Alcoholism Screening Test. Mil Med 1994 Sep;159(9):595-600.
  • Anderson FD, Maloney JP, & Beard LW. A descriptive, correlational study of patient satisfaction, provider satisfaction, and provider workload at an army medical center. Mil Med 1998 Feb; 163(2):90-4.
  • Backhus SP & Brief D. Defense Health Care: DOD Could Improve Its Beneficiary Feedback Approaches. GAO Report 1998 GAO/HEHS-98-51.
  • Ball SF. Factors Influencing Patient Satisfaction with Nursing Care in a Military Outpatient Clinic. AFIT Thesis: 1997 AFIT/97-071 (DTIC ADA326870).
  • Bascetta C & Guthrie RJ. Veterans' Health Care: VA Needs Better Data on Extent and Causes of Waiting Times. GAO Report 2000 GAO/HEHS-00-90.
  • Barido, G.T., Campbell-Gauthier, G.D., Mang-Lawson, A.M., Mangelsdorff, A.D., & Finstuen, K. Patient satisfaction in military medicine: Model refinement and assessment of continuity of care efforts. Mil Med, 2008 Jul;173(7):641-6.
  • Bickman L. A continuum of care. More is not always better. Am Psychol 1996 Jul;51(7): 689-701.
  • Blair MT & Toolan NT. Defense Health Care: Appointment Timeliness Goals Not Met; Measurement Tools Need Improvement. GAO Report 1999 GAO/HEHS-99-168.
  • Blount BW, LeClair BM, Miser WF, Maness DL, Schirner WA, Weightman GF, Jones R. Army family physician satisfaction. Mil Med 1995 Oct;160(10):501-5.
  • Brannen SJ, Brannen KR, Colligan TW. Measuring cultural climate in a uniformed services medical center. Mil Med 1999 Mar;164(3):202-8.
  • Brannman S, Rattelman C, & Schutte S. Provider Satisfaction Study. 2000 Nov: CAB D0002045.A2. Center for Naval Analyses.
  • Byers VL, Mays MZ, Mark DD. Provider satisfaction in army primary care clinics. Mil Med 1999 Feb;164(2):132-5.
  • Chisick MC. Satisfaction with military dental care by active duty soldiers. Mil Med 1994 Jul;159(7):501-4.
  • Chisick MC. Satisfaction of active duty soldiers with family dental care. Mil Med 1997 Feb;162(2):105-8.
  • Chisick MC, Poindexter FR. Satisfaction of active duty U.S. service members with military dental care. Mil Med 1998 Dec;163(12):813-6.
  • Chisick MC. U.S. service members' satisfaction with family dental care. Mil Med 1999 Dec; 164(12):874-6.
  • Chung-Park MS. Perception of the nurse practitioner's role and job satisfaction in the United States Navy. Mil Med 1998 Jan;163(1):26-32.
  • Cleary PD. Patient satisfaction as an indicator of quality care. Inquiry 1988 Spring;25(1):25-36.
  • Cleary PD. The increasing importance of patient surveys. Qual Health Care 1999 Dec;8(4):212.
  • Cleary PD. The increasing importance of patient surveys. Now that sound methods exist, patient surveys can facilitate improvement. BMJ 1999 Sep 18;319(7212):720-1.
  • Coyle J, & Williams B. Seeing the wood for the trees: defining the forgotten concept of patient dissatisfaction in the light of patient satisfaction research. Int J Health Care Qual Assur Inc Leadersh Health Serv 1999;12(6-7):i-ix.
  • Evans MA, & Rosen L. Pregnancy planning and the impact on work climate, psychological well-being, and work effort in the military. J Occup Health Psychol 1997 Oct;2(4):353-61.
  • Fowler FJ Jr, Gallagher PM, & Nederend S. Comparing telephone and mail responses to the CAHPS survey instrument. Consumer Assessment of Health Plans Study. Med Care 1999 Mar;37(3 Suppl):MS41-9.
  • Gonzalves PE, Minderler JJ, & Tompkins DL. A patient satisfaction survey: a basis for changing delivery of services. Mil Med 1995 Oct;160(10):486-8.
  • Grandey AA. Emotion regulation in the workplace: a new way to conceptualize emotional labor. J Occup Health Psychol 2000 Jan;5(1):95-110.
  • Hays RD, Shaul JA, Williams VS, Lubalin JS, Harris-Kojetin LD, Sweeny SF, & Cleary PD. Med Care 1999 Mar;37(3 Suppl):MS22-31.
  • Hughes JJ. Satisfaction with Medical Care: A Review of the Field (1991).
  • Jackson JL, & Kroenke K. Patient satisfaction and quality of care. Mil Med 1997 Apr; 162(4):273-7.
  • Jackson JL, O'Malley PG, & Kroenke K. A psychometric comparison of military and civilian medical practices. Mil Med 1999 Feb;164(2):112-5.
  • Jennings BM Patient care outcomes: implications for the Military Health Services System. Mil Med 1993 May;158(5):289-94.
  • Jennings BM, & Brosch LR. Clinical case management in the Army medical department. Mil Med 1994 Aug;159(8):548-53.
  • Jennings BM, & Loan LA. Patient satisfaction and loyalty among military healthcare beneficiaries enrolled in a managed care program. Nurs Adm 1999 Nov;29(11):47-55.
  • Krakauer H, Lin MJ, Schone EM, Park D, Miller RC, Greenwald J, Bailey RC, Rogers B, Bernstein G, Lilienfeld DE, Stahl SM, Crawford RS 3rd, & Schutt DC. 'Best clinical practice': assessment of processes of care and of outcomes in the US Military Health Services System. J Eval Clin Pract 1998 Feb;4(1):11-29.
  • Kressin NR, Skinner K, Sullivan L, Miller DR, Frayne S, Kazis L, & Tripp T. Patient satisfaction with Department of Veterans Affairs health care: do women differ from men? Mil Med 1999 Apr;164(4):283-8.
  • Kroenke K, Arrington ME, & Mangelsdorff AD. The prevalence of symptoms in medical outpatients and the adequacy of therapy. Arch Intern Med 1990; 150: 1685-89.
  • Kroenke K, & Jackson JL. Outcome in general medical patients presenting with common symptoms: a prospective study with a 2-week and a 3-month follow-up. Fam Pract 1998 Oct;15(5):398-403.
  • Kroenke K, & Mangelsdorff AD. Common symptoms in ambulatory care: incidence, evaluation, therapy and outcome. Am J Med 1989; 86: 262-266.
  • Mangelsdorff AD & Hubbart JA. Army physician's attitudes toward military medicine. Mil Med 1976 Nov; 141(11), 784-789.
  • Mangelsdorff AD. Effects of feedback on performance of Army-trained expanded duty dental auxiliaries. American Journal of Public Health, 1977; 67, 674-675.
  • Mangelsdorff AD. Comparative attitudes of Army ambulatory care physicians. Mil Med 1979 Apr; 144(4), 259-260.
  • Mangelsdorff AD. Patient satisfaction questionnaire. Medical Care, 1979; 17, 86-90
  • Mangelsdorff AD. Patient attitudes and utilization patterns in Army medical treatment facilities. Mil Med 1994 Nov;159(11):686-90.
  • Mangelsdorff AD. & Finstuen K. Patient satisfaction in military medicine: Status and an empirical test of a model. Mil Med. 2003 Sep;168(9):744-9.
  • McGee WM, & Hudak RP. Reengineering medical treatment facilities for TRICARE: the Medical Group Practice Model. Mil Med 1995 May;160(5):235-9.
  • Pierce PF, Antonakos C, & Deroba BA. Health care utilization and satisfaction concerning gender-specific health problems among military women. Mil Med 1999 Feb;164(2):98-102.
  • Quinlivan RT. Treating high-cost users of behavioral health services in a health maintenance organization. Psychiatr Serv 2000 Feb;51(2):159-61.
  • Riegler JL, Takata JA, & Schutz SM. Outcomes of patient disengagement policies: implications for managed care. Mil Med 1996 Aug;161(8):479-82.
  • Roark GA, & Tucker SL. Marketing: applications in a military health care setting. Mil Med 1997 Aug;162(8):543-7.
  • Robinson HA Jr, & Lander RJ. An evaluation of patients' satisfaction with Army medical treatment. Mil Med 1971 Apr;136(4):391-3.
  • Rosenthal GE, & Shannon SE. The use of patient perceptions in the evaluation of health-care delivery systems. Med Care 1997 Nov;35(11 Suppl):NS58-68.
  • Rothman AJ. Toward a theory-based analysis of behavioral maintenance. Health Psychol 2000 Jan;19(1 Suppl):64-9
  • Roy MJ, Kroenke K, & Herbers JE, Jr. When the physician leaves the patient: predictors of satisfaction with the transfer of care in a primary care clinic. J Gen Intern Med 1995 Apr; 10(4):206-10.
  • Salerno S, Cash B, Cranston M, & Schoomaker E. Perceptions of current and recent military internal medicine residents on operational medicine, managed care, graduate medical education, and continued military service. Mil Med 1998 Jun;163(6):392-7.
  • Schumm WR, Bell DB, Knott B, & Rice RE. The perceived effect of stressors on marital satisfaction among civilian wives of enlisted soldiers deployed to Somalia for Operation Restore Hope. Mil Med 1996 Oct;161(10):601-6.
  • Stern A & MacRae S. Quality care begins with patient-friendly environments. Health Forum J 1999 Jul-Aug;42(4):53-4.
  • Thorner RM. The use of health services by civilian beneficiaries of the military health care system. A comparative study. Med Care 1978 Apr;16(4):267-88.
  • Tucker JL, 3rd, & Munchus GM, 3rd. The predictors of quality care. Mil Med 1998 Nov;163(11):754-7.
  • Tucker JL, 3rd. The importance of caring as a determinant of patient satisfaction among active duty beneficiaries. Mil Med 1998 Nov;163(11):758-60.
  • Tucker JL, 3rd. The influence of patient sociodemographic characteristics on patient satisfaction. Mil Med 2000 Jan;165(1):72-6.
  • Ware JE, Jr. (1995). The status of health assessment 1994. Annual Review Public Health, 16:327-354.
  • Ware JE, Jr., Davies-Avery A, & Stewart A.L. (1978). Themeasurement and meaning of patient satisfaction. Health & Medical Care Services Review 1: 1-15.
  • Ware JE, Jr., Snyder MK, Wright WR, & Davies AR. (1983). Defining and measuring patient satisfadction with medical care. Evaluation and Program Planning, 6: 247-263.
  • Williams B, Coyle J, & Healy D. The meaning of patient satisfaction: an explanation of high reported levels. Soc Sci Med 1998 Nov;47(9):1351-9.
  • Young GK, Meterko M, & Desai KR. Patient satisfaction with hospital care: effects of demographic and institutional characteristics. Med Care 2000 Mar;38(3):325-34.
  • Health Care Survey of DoD Beneficiaries
  • 1994-95 Health Care Survey of DoD Beneficiaries
  • 1996 Health Care Survey of DoD Beneficiaries
  • 1997 Health Care Survey of DoD Beneficiaries
  • 1998 Health Care Survey of DoD Beneficiaries
  • 1999 Health Care Survey of DoD Beneficiaries
  • 1999 TRICARE Consumer Reports
  • 2000 and 2001 Surveys
  • Archives of Health Care Survey of DoD Beneficiaries