1. Introduction -- Part 1. Research data on consumers' experiences and assessments of hospital care -- 2. Consumer reports of hospital experiences -- 3. Research by governments into consumers' satisfaction with, and view about hospital care for childbirth -- 4. Research by hospitals -- 5. Complaints and adverse incidents -- 6. Other reports of hospital experiences -- 7. State government patient satisfaction surveys -- 8. Summary of Part 1 -- Part 2. Methodological and organisational issues -- 9. Review of the issues in surveying patient satisfaction -- 10. Patient satisfaction initiatives in the United Kingdom -- 11. Patient satisfaction in the United States -- 12. What is benchmarking? -- Part 3. Options and recommendations -- 13. Patient satisfaction and hospitals -- Appendix A. Summaries of consumer reports of hospital experiences
Summary
This report was commissioned as part of the National Hospital Quality Management Program. Its purpose is to report on the feasibility of national benchmark questions for hospital satisfaction surveys. The substantive intent here is to reflect consumer perspectives within the exercise of setting national quality benchmarks. We have undertaken a thorough appraisal of the issues relevant to patient satisfaction surveys. This report is very critical of much of the activity undertaken under the rubric of patient satisfaction and subjects the concept itself, as well as its operation, to critical analysis
Notes
At head of title: Department of Health and Family Services