Roth T A, Schoolcraft M
Superior Consultant Company, Inc., Southfield, Michigan 48075, USA.
Nurs Case Manag. 1998 Sep-Oct;3(5):184-9; quiz 190-1.
Health care organizations and providers compete in a marketplace where loyal consumers are essential to a successful business. Contemporary consumers have health care knowledge and power. As employers negotiate benefits with providers, most will consider input from employees receiving care. Negative feedback from dissatisfied recipients of care can affect employers' selection of facilities and providers. This is significant leverage that health care organizations should consider when providing services to customers. Information obtained through patient satisfaction programs has proven to be a valuable source for quality improvement marketing, risk management, strategic planning, and finance initiatives. In this article, the authors describe variables associated with a patient satisfaction survey, identify key elements of a patient satisfaction survey program, and offer workable solutions to maximize patient satisfaction programs.
医疗保健机构和供应商在一个市场中竞争，在这个市场里，忠实的消费者对于企业的成功至关重要。当代消费者具备医疗保健知识且拥有一定权力。当雇主与供应商协商福利时，大多数雇主会考虑接受治疗的员工的意见。护理不满意的接受者给出的负面反馈会影响雇主对医疗机构和供应商的选择。这是医疗保健机构在为客户提供服务时应考虑的重要影响力。通过患者满意度调查项目获得的信息已被证明是质量改进、营销、风险管理、战略规划和财务举措的宝贵来源。在本文中，作者描述了与患者满意度调查相关的变量，确定了患者满意度调查项目的关键要素，并提供了可行的解决方案，以最大限度地提高患者满意度项目。
