METHODS OF MEASURING PATIENT SATISFACTION IN HEALTH-CARE ORGANIZATIONS

Patient perceptions of the quality of services provided is a key facto r (along with cost effectiveness) in determining a health care organiz ation's competitive advantage and survival. This article examines the advantages, disadvantages, and problems associated with nine different methods of measuring patient satisfaction with service quality. The a ppropriateness of each of these techniques under different organizatio nal conditions is also discussed. The article concludes with guideline s for measurement of patient satisfaction and implementation of manage rial follow-up.