title: [Customer and patient satisfaction. An appropriate management tool in hospitals?].
abstract: Recently, the concept of patient satisfaction has been established as an essential part of the quality management of hospitals. Despite the concept's lack of theoretical and methodological foundations, patient surveys on subjective hospital experiences contribute immensely to the  improvement of hospitals. What needs to be considered critically in this context is the concept of customer satisfaction for patients, the theoretical integration of empirical results, the reduction of false satisfaction indications and the application of risk-adjusted versus naïve benchmarking of data. This paper aims to contribute to the theoretical discussion of the topic and to build a basis for planning methodologically sound patient surveys.
authors.affiliation: Institut und Poliklinik für Medizinische Psychologie, Zentrum für Psychosoziale Medizin, Universitätsklinikum Hamburg-Eppendorf, Martinistr. 52 (W26), 20246, Hamburg, Deutschland. s.pawils@uke.de
authors.forename: S
authors.initials: S
authors.lastname: Pawils
authors.forename: A
authors.initials: A
authors.lastname: Trojan
authors.forename: S
authors.initials: S
authors.lastname: Nickel
authors.forename: C
authors.initials: C
authors.lastname: Bleich
mesh_terms: D003258:Consumer Behavior; D005858:Germany; D006739:Hospital Administration / Q000379:methods*; D017060:Patient Satisfaction; D015397:Program Evaluation