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Creating patient satisfaction and loyalty.

T A Fisk1, C J Brown, K G Cannizzaro

  • 1Thomas Jefferson University Hospital, Philadelphia, PA.

Journal of Health Care Marketing
|May 9, 1990
PubMed
Summary
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Hospitals are improving patient satisfaction measurement and service management. This paper details the successful design, implementation, and five-year use of an in-house patient satisfaction system.

Area of Science:

  • Healthcare Management
  • Service Quality Improvement
  • Patient Experience Research

Background:

  • Hospitals are increasingly focusing on patient satisfaction and service management.
  • There is a growing trend towards developing or acquiring patient satisfaction measurement systems.
  • Effective service management is crucial for hospital success and patient retention.

Purpose of the Study:

  • To review the design, testing, and implementation of an in-house patient satisfaction management system.
  • To evaluate the long-term (nearly 5-year) effectiveness and use of such a system.
  • To provide insights for other hospitals considering similar systems.

Main Methods:

  • Development of a custom-built patient satisfaction management system.

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  • Rigorous testing and validation protocols prior to introduction.
  • Continuous monitoring and refinement over a five-year period of active use.

    • Main Results:

    • Successful integration of the in-house system into hospital operations.
    • Demonstrated utility and sustained performance over nearly five years.
    • Positive impact on patient relations and service management metrics.

    Conclusions:

    • In-house patient satisfaction management systems can be successfully designed and implemented.
    • Long-term use demonstrates the viability and benefits of tailored solutions.
    • Hospitals can achieve enhanced patient satisfaction through strategic system development.