Measuring patient satisfaction

Though there is some controversy concerning how much weight patient perceptions should be given, there is no question that they must be considered. Focusing on patients in the ambulatory care setting, the author offers practical notes on measuring patient satisfaction based on her experiences at five sites over the past eight years. General methodological considerations are provided, including where and how to interview patients, as well as specific examples of types of measurement instruments and the results to be obtained. Findings of satisfaction surveys can be useful in altering the services provided in an effort to more adequately meet patient needs.