Fottler M D, Ford R C, Bach S A
Department of Health Services Administration, School of Health Related Professions, University of Alabama at Birmingham 35294, USA.
Best Pract Benchmarking Healthc. 1997 Nov-Dec;2(6):227-39.
Patient perceptions of the quality of services provided are a key factor in determining a healthcare organization's competitive advantage and survival. This article examines the advantages, disadvantages, and problems associated with nine different qualitative and quantitative methods of measuring patient satisfaction with service quality and concludes with guidelines for measurement of patient satisfaction and implementation of managerial follow-up.
患者对所提供服务质量的认知是决定医疗保健机构竞争优势和生存能力的关键因素。本文探讨了九种不同的定性和定量方法在衡量患者对服务质量满意度方面的优缺点及相关问题，并最终给出了患者满意度测量指南以及管理跟进措施的实施建议。
