Patient Satisfaction and Experience with Health Services and Quality of Care

Authors:
  • WSWilliam C. Stratmann
    William C. Stratmann
  • EAEdgar H. Adams
    Edgar H. Adams
  • MFMarci L. Fox
    Marci L. Fox
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Abstract
This article discusses the use of patient satisfaction and personal health care experiences as a measure of health care quality. It also presents a field-proven patient experience and satisfaction assessment methodology known as the Patient Experience Survey (PES) that has been employed throughout the country for the last decade. Finally, it offers recommendations and comments on the use of patient satisfaction data in quality assessment and improvement.