The patient comment line. An innovative and unique tool in the evaluation of patient satisfaction.
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.
Fallis
W M
WM
Department of Research and Evaluation, Victoria General Hospital, Winnipeg, Manitoba, Canada.
Chewitt
M D
MD
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