title: Feedback on quality: patients' experience of surgical care.
abstract: There is a growing consensus within the NHS of the importance of obtaining feedback from patients in order to improve the quality of health care; consequently, many patient satisfaction surveys are now undertaken. However, much research is based on provider-held assumptions about service quality. This study focuses on patient satisfaction with coronary bypass surgery, starting with the concerns expressed by patients and using these as a basis for evaluating different aspects of care. The paired comparison technique was employed to produce a ranked list of aspects of care that were perceived to be in greatest need of improvement. Some difficulties were encountered in administering the ranking technique to patients in a highly specialized health-care setting; however, results were obtained and validated for follow-up patients. The item of most concern to these patients was a lack of sensitivity about when patients felt ready for discharge.
authors.affiliation: Manchester Health Authority.
authors.forename: E
authors.initials: E
authors.lastname: Roberts
authors.forename: R
authors.initials: R
authors.lastname: Leavey
authors.forename: D
authors.initials: D
authors.lastname: Allen
authors.forename: G
authors.initials: G
authors.lastname: Gibbs
mesh_terms: D001026:Coronary Artery Bypass / Q000592:standards; D003625:Data Collection; D005069:Evaluation Studies as Topic; D006302:Health Services Research; D006801:Humans; D017063:Outcome Assessment, Health Care / Q000458:organization & administration*; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D013222:State Medicine / Q000592:standards; D013503:Surgery Department, Hospital / Q000592:standards; D013514:Surgical Procedures, Operative / Q000592:standards* / Q000706:statistics & numerical data; D006113:United Kingdom