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Integrating patient satisfaction with a quality improvement program

S L Davis¹, M Adams-Greenly

¹Vassar Brothers Hospital, Poughkeepsie, NY.

The Journal of Nursing Administration

|December 1, 1994

Summary

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This study developed a patient satisfaction survey to improve hospital quality management. The tool helps hospitals meet and exceed patient expectations for better healthcare services.

Area of Science:

Healthcare Management
Quality Improvement
Patient Experience Research

Background:

Customer satisfaction is central to quality improvement initiatives.
Hospitals strive to meet and exceed patient expectations.
Effective tools are needed to measure patient satisfaction.

Purpose of the Study:

To develop a survey tool for assessing patient satisfaction.
To integrate patient satisfaction assessment into a hospital's total quality management (TQM) program.
To enhance healthcare service quality through patient feedback.

Main Methods:

Development of a novel survey instrument.
Validation of the survey tool for patient satisfaction assessment.
Implementation of the survey within a hospital setting.

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Main Results:

A functional survey tool was successfully developed.
The survey provides actionable data on patient satisfaction.
The tool supports the hospital's TQM initiative.

Conclusions:

Patient satisfaction surveys are crucial for quality improvement.
The developed tool effectively measures patient satisfaction.
Integrating patient feedback enhances hospital management and patient care.