Patient Satisfaction Monitoring within a Comprehensive Quality Management System

Abstract

The areas of patient care and satisfaction are focused on. A patient satisfaction monitoring and management programme is described within a multi‐hospital system in North Central United States. The programme was set up as the core of a comprehensive system for continuous quality improvement at all levels in the organisation. The concept of patient satisfaction management is defined; the dimensions of clinical and patient satisfaction are balanced; the critical success factors are assessed, and the future challenges of broadening the programme into a system of continuous quality improvement are summarised.

Citation

Rice, J.A., Wegmiller, D.C. and Laskow, L.T. (1990), "Patient Satisfaction Monitoring within a Comprehensive Quality Management System", International Journal of Health Care Quality Assurance, Vol. 3 No. 4. https://doi.org/10.1108/EUM0000000002008