The patient comment line: An innovative and unique tool in the evaluation of patient satisfaction

Journal of Nursing Administration

Volumn 27, Issue 10, 1997, Pages 49-55

  Fallis, Wendy M ^b   Chewitt, Mahalia D ^a  

^a Victoria General Hospital Winnipeg   (Canada)

^b NONE

Author keywords

[No Author keywords available]

Indexed keywords

COST EFFECTIVENESS ANALYSIS; FEEDBACK SYSTEM; HEALTH CARE; HEALTH CARE QUALITY; HOSPITAL; MANAGEMENT; PATIENT SATISFACTION; QUESTIONNAIRE; REVIEW; TELEPHONE;

COSTS AND COST ANALYSIS; EVALUATION STUDIES; FEMALE; HEALTH CARE SURVEYS; HOSPITALS, GENERAL; HUMANS; MALE; MANITOBA; PATIENT SATISFACTION; TAPE RECORDING; TELEPHONE;

EID: 0030827292     PISSN: 00020443     EISSN: None     Source Type: Journal    
DOI: 10.1097/00005110-199710000-00010     Document Type: Review

References (8)

1. Nelson CW. Patient satisfaction surveys: an opportunity for total quality improvement. Hosp Health Serv Adm. 1990; 35(3):409-123.
2. Meterko M, Rubin HR. Patient judgments of hospital quality. Med Care. 1990; 28(9):S10-S14.
3. Geer JG. What do open-ended questions measure? Public Opinion Q. 1988; 52(3):365-371.
4. Nelson EC, Larson CO, Davies AR, et al. The patient comment card: A system to gather customer feedback. Q Rev Bull. 1991; 17(9):278-285.
5. Bergman R. Are patients happy? Managed care plans want to know. Hosp Health Networks. 1994; 68(23):68.
6. Campbell D, Christopher K. The evolution of a patient satisfaction survey. Dimens Health Serv. 1991; 68(1):18-20.
7. Brown MG, Hitchkock DE. Measurement: how to select meaningful quality measures. In: Brown MG, Hitchcock DE, Willard ML, eds. Why TQM Fails and What to do About It. Burr Ridge, IL: Irwin Professional Pub; 1994:84-105.
8. Koska MT. Surveying customer needs, not satisfaction, is crucial to CQI. Hospitals. 1992; 66(21):50, 52, 54.