Column: Emerging Sectors: How To Measure Patient Satisfaction

Abstract:Seven practical recommendations can improve results:
  1. Use consistent and established methods and measures to obtain reliable and comparable data.
  2. Focus on areas of dissatisfaction and use a Six Sigma philosophy to effectively achieve improvements when the overall satisfaction level is already high.
  3. Monitor changes at several points during treatment to measure patient satisfaction.
  4. Use a sound quality program addressing clinical outcome in addition to satisfaction measures.
  5. Use satisfaction data to help frame customer service and marketing programs.
  6. Implement a quality improvement strategy that involves the caregivers.
  7. Publicize positive comments from patients to give staff members a morale …

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