Goals and methodological issues in hospital patient satisfaction surveys. Analysis of the literature

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.