Minnick A, Young W B, Roberts M J
Nurs Manage. 1995 Dec;26(12):25, 29-31.
This paper uses the reports of more than 2,000 adult medical/surgical patients drawn from 17 randomly selected hospitals within a midwestern major metropolitan area to (1) describe the differences between patients' reports and ratings of car, (2) determine the influence of service failures on patients' recommendations of a hospital to family and friends and (3) suggest constructive managerial responses to current patient satisfaction monitoring strategies.
本文采用了来自中西部一个主要大都市地区17家随机挑选医院的2000多名成年内科/外科患者的报告，以(1)描述患者对护理的报告与评级之间的差异，(2)确定服务失败对患者向家人和朋友推荐医院的影响，以及(3)针对当前患者满意度监测策略提出建设性的管理应对措施。
