Patient satisfaction : an examination of the concept and presentation of a strategic approach for its assessment and use within a health care system

Abstract

Recent years have seen increased attention being devoted to issues relating to quality of medical care and its evaluation. The evaluation methods currently being used are technically based and are conducted essentially by the same groups which provide the care. An alternative approach and one which provides a contrasting perspective to the technical evaluation is that which determines the extent to which patients are satisfied with the care received. This study examines the concept of patient satisfaction and the manner in which patients assess medical care and services. The desirability of the dual perspective of both providers and patients in the assessment of medical care and services is supported and a problem-oriented methodology which is adaptable to the various levels within a health care system is presented. An indirect test of the methodology which utilizes the opinions of a sample of physicians is presented and its findings appear to validate the methodology and indicate a relatively high potential for physicians' acceptance of this approach.