Patient satisfaction as an indicator of quality care in independent health facilities: developing and assessing a tool to enhance public accountability.


Journal Article

The objective of this research was to examine the performance of a brief patient survey about quality of care received in community-based diagnostic and therapeutic facilities. The survey was administered to patients in 44 facilities that were also scheduled for a formal external assessment. The response rate was 53%. Patients generally rated their care positively; 18.5% of patients rated at least 1 item as fair or poor. The amount of information received about risks and complications was rated least favorably; concern and caring shown by staff was rated most favorably. The 10 items which patients rated regarding aspects of quality formed an internally consistent scale (alpha = .93). Patients' ratings were not useful predictors of assessor ratings. Although patients' ratings cannot substitute for expert on-site assessments, they are an important part of a quality management program. The patient survey provides additional, complementary information about components of quality care that are important to them.

Full Text

Duke Authors

Cited Authors

  • Woodward, CA; Ostbye, T; Craighead, J; Gold, G; Wenghofer, EF

Published Date

  • May 2000

Published In

Volume / Issue

  • 15 / 3

Start / End Page

  • 94 - 105

PubMed ID

  • 10872259

Pubmed Central ID

  • 10872259

International Standard Serial Number (ISSN)

  • 1062-8606

Digital Object Identifier (DOI)

  • 10.1177/106286060001500303


  • eng

Conference Location

  • United States