J. Labarere et P. Francois, Goals and methodological issues in hospital patient satisfaction surveys. Analysis of the literature, REV EPIDEM, 47(2), 1999, pp. 175-184
Assessment of hospital patient satisfaction is henceforth a statutory oblig
ation In France. The purpose of this study was to define the main settings
of patient satisfaction surveys and to describe methods for assessing patie
nt satisfaction, through a literature review, Published works have mainly b
een based on experts opinions; few studies have used appropriate methodolog
y. On the whole, their authors consider that patient satisfaction assessmen
t should provide a useful feedback to the quality improvement system of hos
pitals. Surveys should associate qualitative and quantitative techniques mi
d analysis of patient complaints and letters, Patient satisfaction surveys
should not be separated from theoretical work on the foundations of this co
ncept and its measurement.