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

Citation
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
Citations number
81
Categorie Soggetti
Envirnomentale Medicine & Public Health
Journal title
REVUE D EPIDEMIOLOGIE ET DE SANTE PUBLIQUE
ISSN journal
03987620 → ACNP
Volume
47
Issue
2
Year of publication
1999
Pages
175 - 184
Database
ISI
SICI code
0398-7620(199904)47:2<175:GAMIIH>2.0.ZU;2-8
Abstract
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.