How To Measure Patient Satisfaction

摘要

To better manage rising costs, healthcare has moved toward a more businesslike model. Customer, or patient, satisfaction measurement is a critical element in quality management programs and is used by healthcare professionals to improve their services. But measuring patient satisfaction presents some challenges not previously found in general consumer research. Positive patient satisfaction impacts both the business results and quality of the healthcare provider in the following ways: 1. Satisfied patients refer others and return to the provider for future care, increasing the volume and market share of the provider. 2. Patients who feel good about their healthcare provider are less likely to consume staff time with complaints or take legal action. 3. Satisfied patients are also presumed to comply with the recommendations and procedures of the provider and have better outcomes.