Methods of measuring patient satisfaction in health care organizations

R C Ford; S A Bach; M D Fottler

Methods of measuring patient satisfaction in health care organizations

Health Care Manage Rev. 1997 Spring;22(2):74-89.

Authors

R C Ford¹, S A Bach, M D Fottler

Affiliation

¹ Hospitality Management Department, College of Business Administration, University of Central Florida, Orlando, USA.

PMID: 9143904

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 types

Review

MeSH terms

Cost-Benefit Analysis
Economic Competition
Focus Groups
Guidelines as Topic
Health Services Research / methods*
Humans
Management Quality Circles
Patient Satisfaction*
Quality of Health Care*
Research Design
Surveys and Questionnaires