Title

Methods Of Measuring Patient Satisfaction In Health Care Organizations

Authors

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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