Patient satisfaction and experience with health services and quality of care.
This article discusses the use of patient satisfaction and personal health care experiences as a measure of health care quality. It also presents a field-proven patient experience and satisfaction assessment methodology known as the Patient Experience Survey (PES) that has been employed throughout the country for the last decade. Finally, it offers recommendations and comments on the use of patient satisfaction data in quality assessment and improvement.
Zastowny
T R
TR
Gordon S. Black Corporation, Rochester, NY, USA.
Stratmann
W C
WC
Adams
E H
EH
Fox
M L
ML
D003627:Data Interpretation, Statistical; D006302:Health Services Research / Q000379:methods*; D008962:Models, Theoretical; D017063:Outcome Assessment, Health Care; D010347:Patient Care Planning; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011787:Quality of Health Care / Q000706:statistics & numerical data*; D015203:Reproducibility of Results; D017749:Total Quality Management; D014481:United States