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Assessing Consumer Expectations and Patient SatisfactionPassing Fad, Mission Impossible, or 'Just What the Doctor Ordered'?
Jeffrey L. Susman, MD
Arch Fam Med. 1994;3(11):945-946.
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WHAT DO patients want? Do health care professionals meet those expectations? Quality management or continuous quality improvement, a guiding philosophy for health care in the 1990s, has placed meeting customer expectations at the core of medicine's mission.1-3 Organizations ranging from large managed care corporations to national foundations to the federal government have focused attention on the key role of consumer satisfaction.1-3 In this issue of the ARCHIVES, McBride and colleagues4 present another piece of the complex puzzle of assessing patient expectations and matching these priorities with health care provider training.
The authors conducted a nationwide telephone survey of consumers concerning seven key aspects of patient care. Respondents were asked to rate the importance of each aspect and their own physician's performance. Ratings were compared with results of a parallel survey of physicians. Individuals rated the diagnosis and treatment of illness as most important, followed closely by communication
. . . [Full Text PDF of this Article]
Author Affiliations
University of Nebraska Medical Center Omaha
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