Biomaterial Database

Patient satisfaction instruments used at academic medical centers: results of a survey. 2003

Aerlyn G Dawn, and Paul P Lee

Duke University School of Medicine/Fuqua School of Business, Durham, NC, USA.

As physicians and health administrators increasingly incorporate patients' perspectives into health care, patient satisfaction has become a significant health care outcome. However, there is limited knowledge regarding the patient satisfaction instruments being used by leading academic medical centers. The objective of this study was to determine the types of patient satisfaction instruments used by leading academic medical centers. We conducted a telephone survey of 16 leading academic medical centers across the United States to determine the types of patient satisfaction instruments used at each institution for outpatient and inpatient care. Among the institutions surveyed, a significantly higher proportion used internally developed surveys for satisfaction measurement among outpatients than for satisfaction measurement among inpatients. Although much attention has been focused on patient satisfaction in recent years, there is little standardization of the patient satisfaction instruments currently being used at the academic medical centers surveyed, particularly for outpatient care. This lack of standardization limits opportunities for benchmarking of patient satisfaction data among peer institutions and may limit efforts to improve care.

UI	MeSH Term	Description	Entries
D011787	Quality of Health Care	The levels of excellence which characterize the health service or health care provided based on accepted standards of quality.	Pharmacy Audit,Quality of Care,Quality of Healthcare,Audit, Pharmacy,Care Quality,Health Care Quality,Healthcare Quality,Pharmacy Audits
D006801	Humans	Members of the species Homo sapiens.	Homo sapiens,Man (Taxonomy),Human,Man, Modern,Modern Man
D000046	Academic Medical Centers	Medical complexes consisting of medical school, hospitals, clinics, libraries, administrative facilities, etc.	Medical Centers, Academic,Medical Centers, University,University Medical Centers,Academic Medical Center,Center, Academic Medical,Center, University Medical,Centers, Academic Medical,Centers, University Medical,Medical Center, Academic,Medical Center, University,University Medical Center
D014481	United States	A country in NORTH AMERICA between CANADA and MEXICO.
D017060	Patient Satisfaction	The degree to which the individual regards the health care service or product or the manner in which it is delivered by the provider as useful, effective, or beneficial.	Satisfaction, Patient
D019538	Health Care Surveys	Statistical measures of utilization and other aspects of the provision of health care services including hospitalization and ambulatory care.	Healthcare Surveys,National Ambulatory Medical Care Survey,National Hospital Discharge Survey,Care Survey, Health,Care Surveys, Health,Health Care Survey,Healthcare Survey,Survey, Health Care,Survey, Healthcare,Surveys, Health Care,Surveys, Healthcare
D019985	Benchmarking	Method of measuring performance against established standards of best practice.	Benchmarking, Health Care,Benchmarks,Best Practice Analysis,Metrics,Benchmark,Benchmarking, Healthcare,Analysis, Best Practice,Health Care Benchmarking,Healthcare Benchmarking