Title

Methods of Measuring Patient Satisfaction in Health Care Organizations

Keywords

Measurement; Patient outcomes; Quality of care; Service quality

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.

Publication Date

1-1-1997

Publication Title

Health Care Management Review

Volume

22

Issue

2

Number of Pages

74-89

Document Type

Article

Personal Identifier

scopus

DOI Link

https://doi.org/10.1097/00004010-199704000-00009

Socpus ID

0031086735 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/0031086735

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