title: Custom versus standardized patient satisfaction surveys: a Pacific Telesis case study.
abstract: With the increased interest in and use of patient satisfaction surveys has come the search for the ideal survey that could be used as a definitive tool to measure satisfaction. This article overviews the advantages and disadvantages of custom versus standardized patient satisfaction surveys. A disenrollment survey conducted by Pacific Telesis in 1994 and 1995 serves as a case study of a useful custom survey.
authors.affiliation: William M. Mercer, Inc., San Francisco, USA.
authors.forename: J
authors.initials: J
authors.lastname: Stanger
mesh_terms: D002140:California; D002755:Choice Behavior; D003362:Cost-Benefit Analysis; D006264:Health Benefit Plans, Employee / Q000458:organization & administration / Q000592:standards*; D006801:Humans; D008329:Managed Care Programs / Q000592:standards* / Q000706:statistics & numerical data; D017146:Models, Organizational; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011787:Quality of Health Care; D012107:Research Design; D011795:Surveys and Questionnaires