by: Bob Vosburgh
“To obtain a true view of the quality of your practice, you must measure the patient’s experience.”
–Nancy Guinn, MD and L.Gordon Moore, MD
- Patient perceptions of patient service quality need to be measured in all health care organizations since it is difficult to manage and improve what isn’t defined and measured.
- All health care organizations are currently operating in extremely competitive markets. In order to maintain or increase market share, they need to satisfy all key stakeholders including patients. An organization or facility that is unable or unwilling to maintain or improve patient satisfaction will not survive in the future.
