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Measuring Patient Satisfaction: Why and How. Neil Korsen Maureen Lee Linda Mallard.

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measuring patient satisfaction why and how

Measuring Patient Satisfaction: Why and How

Neil Korsen

Maureen Lee

Linda Mallard

slide2
“Quality has two dimensions. One has to do with technical excellence … and the other relates to subjective experience. In health care, it is quality in this subjective dimension that patients experience most directly.”
    • Gerteis et al, Through the Patient’s Eyes, 1993
a credo
A Credo
  • In a helping profession, the ultimate judge of performance is the person helped.
  • Most people, including sick people, are reasonable most of the time.
  • Different people have different, legitimate needs.
    • Don Berwick, Joint Commission Journal on Quality Improvement, 1997
through the patient s eyes
Through the Patient’s Eyes
  • An empirical study of patient experience of illness and health care.
  • Survey developed using focus groups and pilot testing, then administered to over 6000 patients and 2000 family members.
  • Developed conceptual framework of ‘Dimensions of Patient-Centered Care’, with focus on hospital care.
dimensions of patient centered care
Dimensions of Patient-Centered Care
  • Respect for patient values, preferences, and needs
  • Coordination and integration of care
  • Information, communication, and education
  • Physical comfort
  • Emotional support and alleviation of fear and anxiety
  • Involvement of family and friends
  • Transition and continuity
  • For ambulatory care, I might add ‘Access and timeliness’
some nuts and bolts
Some Nuts and Bolts
  • How will you choose a population to survey?
  • Who and when to hand out and collect surveys?
  • How to use the results?
references
References
  • Gerteis et al, Through the Patient’s Eyes, San Francisco, Jossey-Bass Publishers, 1993.
  • Berwick, ‘The Total Customer Relationship in Health Care’, Joint Commission Journal on Quality Improvement, Vol. 23, #5, pages 245-250, May 1997.