title: [Let us Ask the Consumer].
abstract: OBJECTIVE
  Our study explores possibilities to do quality management by routinely assessing patient satisfaction in hospital. Which aspects of treatment and setting are vital for patients and how do they evaluate them? Do hospital departments differ concerning profiles of patient satisfaction? Does the analysis over time reveal relevant differences in quality? Which use can be made of the results in terms of quality management?
  
  
  METHODS
  We report results of routine assessment of patient satisfaction by means of a questionnaire with adequate teststatistical properties. 2858 patients could be included.
  
  
  RESULTS
  Interpersonal aspects of treatment are vital for patients. We find differences between departments and over time. Feedback to the therapeutic teams have a practical impact.
  
  
  CONCLUSIONS
  It is possible to integrate routine assessment of patient satisfaction into quality management.
authors.affiliation: Hans-Prinzhorn-Klinik, Hemer, Germany.
authors.forename: Karin
authors.initials: K
authors.lastname: Siegrist
authors.forename: Peter
authors.initials: P
authors.lastname: Schlebusch
authors.forename: Ulrich
authors.initials: U
authors.lastname: Trenckmann
mesh_terms: D000328:Adult; D000368:Aged; D005260:Female; D005858:Germany; D006778:Hospitals, Psychiatric; D006801:Humans; D008297:Male; D001523:Mental Disorders / Q000523:psychology / Q000534:rehabilitation*; D008875:Middle Aged; D010348:Patient Care Team; D017060:Patient Satisfaction; D011369:Professional-Patient Relations; D011613:Psychotherapy; D011795:Surveys and Questionnaires; D017749:Total Quality Management; D016896:Treatment Outcome