Measuring Patient Satisfaction for Improved Patient Services

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Acknowledgments
Introduction
The Benefits and Costs of Patient Satisfaction Measurement
Why Patient Satisfaction Matters	p. 3
The Costs and Risks of Patient Satisfaction Measurement	p. 27
What and Who Are We Measuring?
What Are We Really Measuring?	p. 49
Learning about the Population We Wish to Survey	p. 67
How to Measure Patient Satisfaction
The Layout and Design of the Survey	p. 79
Writing Your Own Survey Items	p. 91
Survey Distribution, Response Rates, and Sampling	p. 113
Analyzing Patient Satisfaction Data
Managing and Analyzing Quantitative Survey Data	p. 129
Managing and Analyzing Qualitative Data	p. 153
Using Patient Satisfaction Data for Improved Patient Services
Putting Patient Satisfaction Measurement Data to Work	p. 175
Epilogue	p. 197
Appendix: Worksheet for Cost of Lost Revenues for Various Contingencies	p. 199
Bibliography	p. 203
Index	p. 205
About the Authors	p. 209
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