Drivers of Consumers' Satisfaction of Hospice in California

Background: Hospice care has been increasingly important in the health care system in the United States. Patients and families expressed high satisfaction towards hospice services. However, little is known about the organizational factors that are associated with hospice satisfaction.

Purpose: This study aimed to examine organizational factors associated with hospice satisfaction, using institutional theory and resource dependence theory.

Method: Data used in this paper are from California Office of Statewide Health Planning and Development (CA OSHPD), State Utilization Data File of Home Health Agency and Hospice Facilities, and Hospice Compare – Provider Consumer Assessment of Healthcare Providers and Systems (CAHPS) Hospice Survey Data. There were 208 hospice organizations in the final study. Multivariate regression was performed.

Results: Results indicated that hospice organizations in California received high ratings (on average 76 out of 100). In addition, non-profit and hospital-based hospices had higher ratings than other types, urban-based hospices had lower ratings compared to rural and mixed-based ones, and more external resources were associated with higher ratings. It is recommended that hospice organizations strategically seek external resources to optimize their performance, and that patients and families should receive more knowledge about hospice.