Measurement of Causes of Patient Satisfaction and Dissatisfaction within Clinics at an Army Medical Treatment Facility

摘要

This study was conducted to determine causes of patient satisfaction and dissatisfaction with services provided within clinics at an Army medical treatment facility. A telephonic survey was used to measure the attitudes of patients towards specific areas of satisfaction or dissatisfaction. The questions on the first questionnaire were fielded as part of a longitudinal study. The results indicated no significant change in the overall satisfaction level with hospital services, but indicated dramatic changes in perceptions on individual clinics. The second questionnaire focused specifically on the Internal Medicine and Gynecology Clinics. The results indicated patients were most satisfied with courtesy, caring, and humaneness in the Internal Medicine Clinic and courtesy, quality of care, and facilities in the Gynecology Clinic. Keywords: Medical services; Attitudes psychology. (KT)