1. Health Care Organization Customer Satisfaction Measures

2. Increased Profitability Increased Market Share Improved Patient Retention Improved Collections Increased Patient Refunds

3. Improved Patient Compliance Continuity of Care Reduced Hospitalization and Length of Stay Reduced Risk of Malpractice Clinical Outcomes

4. Meaning Consumer Satisfaction Data Capture

5. I. Qualitative Modalities Management Observation Employee Feedback Program Work Teams and Quality Circles Focus Groups Mystery Shoppers

6. II. Quantitative Modalities Comment Cards Mail Survey Point of Service Interviews Telephone Interviews

7. Patient Satisfaction Tool (The Patient’s Evaluation of Performance in California) 117 Hospitals 1. Respect for Patient Preference-Did patients feel treated with respect and as a partner in the health care process? 2. Coordination of Care-How organized and efficient were doctors, nurses and other hospital staff? 3. Information and Education-Did hospital staff explain treatment choices and test results clearly and completely?

8. 4. Physical Comfort-Did patients feel comfortable and review appropriate treatment to control pain? 5. Emotional Support-How well did the hospital staff address patient’s fear and anxiety? 6. Involvement of Family and Friends-Did hospitals encourage the involvement of family and friends? 7. Transition to Home-How well did doctors and nurses explain what to expect after patients leave the hospitals?

9. What other measures would you address?