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Patient satisfaction--does it matter?

H Vuori1

  • 1WHO, Regional Office for Europe, Copenhagen, Denmark.

Quality Assurance in Health Care : the Official Journal of the International Society for Quality Assurance in Health Care
|January 1, 1991
PubMed
Summary

Measuring patient satisfaction has not yet demonstrably improved healthcare quality. This paper explores why evidence is lacking and argues for the importance of patient feedback in defining quality care.

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Area of Science:

  • Healthcare Quality
  • Patient Experience
  • Health Services Research

Background:

  • The measurement of patient satisfaction is a common practice in healthcare.
  • There is ongoing debate regarding whether these measurements effectively improve the quality of care provided.

Purpose of the Study:

  • To determine if patient satisfaction measurement has improved healthcare quality.
  • To identify reasons for the lack of evidence supporting this improvement.
  • To articulate the importance of patient satisfaction in healthcare, irrespective of measurement impact on quality.

Main Methods:

  • Literature review to assess evidence on patient satisfaction and quality improvement.
  • Analysis of factors hindering the link between satisfaction measurement and quality enhancement.
  • Discussion of the intrinsic and extrinsic value of patient satisfaction.

Main Results:

  • No conclusive evidence was found in the literature demonstrating that patient satisfaction measurement has improved healthcare quality.
  • Key factors contributing to the lack of evidence include issues with study objectives, focus, originators, and interpretation of findings.
  • Patient satisfaction is crucial due to patients' roles as care partners, their unique perspective on certain care aspects, the shift to a consumer-driven healthcare market, and their right to influence healthcare.

Conclusions:

  • While direct evidence is lacking, patient satisfaction remains a vital component of healthcare quality.
  • Patients' lived experiences and perspectives are indispensable in evaluating care, especially regarding amenities and interpersonal interactions.
  • Acknowledging patient satisfaction aligns with healthcare's evolution into a consumer-focused sector and upholds democratic principles of community participation and patient rights.

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