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Custom versus standardized patient satisfaction surveys: a Pacific Telesis case study
1William M. Mercer, Inc., San Francisco, USA.
Managed Care Quarterly
|March 3, 1996
Abstract:
With the increased interest in and use of patient satisfaction surveys has come the search for the ideal survey that could be used as a definitive tool to measure satisfaction. This article overviews the advantages and disadvantages of custom versus standardized patient satisfaction surveys. A disenrollment survey conducted by Pacific Telesis in 1994 and 1995 serves as a case study of a useful custom survey.