Assessment of Patient Satisfaction: A Case Study in a Regional Cardiac Clinic

摘要

The increased attention to service quality has forced many health care providers to reevaluate their systems to stay in business. Patient satisfaction is an important measure of service quality in health care organization. Patients' perceptions of hospital services have been found to be a valid indicator of quality care. The purpose of this study was to identify the factors influencing patient satisfaction at a regional cardiac clinic. The objective of this study was two-fold. The first objective was to develop a survey tool to measure patient satisfaction. The other objective was to use the developed survey to measure patient satisfaction thereby measuring the service quality of the clinic.