Integrating patient satisfaction with a quality improvement program.
Meeting and exceeding customers' expectations is the heart of any quality improvement program. The authors describe the development of a survey tool designed to assess patient satisfaction and its role in the hospital's total quality management initiative.
Davis
S L
SL
Vassar Brothers Hospital, Poughkeepsie, NY.
Adams-Greenly
M
M
D000293:Adolescent; D000328:Adult; D000368:Aged; D000369:Aged, 80 and over; D005260:Female; D005521:Food Service, Hospital / Q000592:standards; D006739:Hospital Administration / Q000592:standards; D015285:Hospital-Patient Relations; D006801:Humans; D008297:Male; D008332:Management Quality Circles; D008875:Middle Aged; D009518:New York; D009936:Organizational Innovation; D017060:Patient Satisfaction; D011785:Quality Assurance, Health Care / Q000458:organization & administration*; D011795:Surveys and Questionnaires