Assessment of patient satisfaction as part of a physician performance evaluation: the Fallon Clinic experience.

Patient satisfaction surveys were used as part of the physician evaluation process in a 300-member physician group practice with a largely health maintenance organization (HMO) patient population. The surveys were incorporated into the review process at the request of physicians who wanted to be evaluated by patients. Results were shared with physicians to identify problem areas for improving patient care. One year later, follow-up surveys showed improvement in patient ratings of participating physicians. In addition, physicians indicated that the surveys significantly improved the evaluation process.