Methods Of Measuring Patient Satisfaction In Health Care Organizations

    Authors

    R. C. Ford; S. A. Bach;M. D. Fottler

    Comments

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    Abbreviated Journal Title

    Health Care Manage. Rev.

    Keywords

    measurement; patient outcomes; quality of care; service quality; CONSUMER PERCEPTIONS; SERVICE QUALITY; Health Policy & Services

    Abstract

    Patient perceptions of the quality of services provided is a key factor (along with cost effectiveness) in determining a health care organization's competitive advantage and survival. This article examines the advantages, disadvantages, and problems associated with nine different methods of measuring patient satisfaction with service quality. The appropriateness of each of these techniques under different organizational conditions is also discussed. The article concludes with guidelines for measurement of patient satisfaction and implementation of managerial follow-up.

    Journal Title

    Health Care Management Review

    Volume

    22

    Issue/Number

    2

    Publication Date

    1-1-1997

    Document Type

    Article

    Language

    English

    First Page

    74

    Last Page

    89

    WOS Identifier

    WOS:A1997WX15500009

    ISSN

    0361-6274

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