title: The patient comment line. An innovative and unique tool in the evaluation of patient satisfaction.
abstract: Evaluation of patient satisfaction is key to continuous quality improvement in the healthcare setting. The authors describe a Patient Comment Line, an innovative and cost-effective method for evaluating patient satisfaction. Designed to elicit, track, and follow up on patients' telephone comments, the methods, results, recommendations, and outcomes of a hospital comment line pilot project are presented.
authors.affiliation: Department of Research and Evaluation, Victoria General Hospital, Winnipeg, Manitoba, Canada.
authors.forename: W M
authors.initials: WM
authors.lastname: Fallis
authors.forename: M D
authors.initials: MD
authors.lastname: Chewitt
mesh_terms: D003365:Costs and Cost Analysis; D005069:Evaluation Studies as Topic; D005260:Female; D019538:Health Care Surveys / Q000379:methods*; D006769:Hospitals, General / Q000592:standards; D006801:Humans; D008297:Male; D008350:Manitoba; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D013637:Tape Recording; D013689:Telephone / Q000191:economics