Charting patient satisfaction.Mark Health Serv. 1997 Summer; 17(2):22-9.MH
The importance of maintaining high levels of patient satisfaction has been well researched and thoroughly documented. Patient satisfaction can be measured, changed, controlled, and managed effectively to aid in improvement quality. Nevertheless, little research has been conducted to determine how patient satisfaction affects quality or how satisfaction strategies affect patients' perceptions. The authors of this study view patient satisfaction as a value-added component. They present a statistical process control-chart method that can help implement and evaluate a CQI strategy for improving patient satisfaction. The study illustrates how to measure patient satisfaction, create control charts, interpret the results, and develop administrative applications aimed at fulfilling a CQI strategy.