A critique of patient satisfaction.
Measures of patient satisfaction have been developed primarily so that patients could furnish health care providers and services with feedback on the quality of health care provided to them. However, the theoretical underpinnings of the concept of patient satisfaction are under-developed and the framework within which patient satisfaction has evolved is considered by some to be in need of review and overhaul. In this article, the concept and measurement of patient satisfaction is critically reviewed. Potentially better ways of asking patients (and their families and carers) to describe and/or assess their care are suggested.
Haas
M
M
Centre for Health Economics Research and Evaluation (CHERE), Camperdown NSW 2050. marionh@pub.health.usyd.edu.au
D017060:Patient Satisfaction; D011785:Quality Assurance, Health Care / Q000379:methods*