Patient-satisfaction surveys on a scale of 0 to 10: improving health care, or leading it astray?

Hastings Cent Rep. 2015 May-Jun;45(3):43-51. doi: 10.1002/hast.453. Epub 2015 Mar 6.

Abstract

Patient-satisfaction surveys can call attention to the importance of treating patients with dignity and respect, but good ratings depend more on manipulable patient perceptions than on good medicine. In fact, the pressure to get good ratings can lead to bad medicine.

MeSH terms

  • Communication
  • Concept Formation
  • Delivery of Health Care / ethics*
  • Delivery of Health Care / methods
  • Delivery of Health Care / standards
  • Delivery of Health Care / trends
  • Health Care Surveys* / ethics
  • Health Care Surveys* / methods
  • Health Care Surveys* / standards
  • Health Care Surveys* / trends
  • Humans
  • Medical Futility* / ethics
  • Medical Futility* / psychology
  • Outcome and Process Assessment, Health Care* / ethics
  • Outcome and Process Assessment, Health Care* / standards
  • Outcome and Process Assessment, Health Care* / trends
  • Patient Satisfaction*
  • Personal Satisfaction
  • Professional-Patient Relations / ethics
  • Social Perception*
  • Unnecessary Procedures* / ethics
  • Unnecessary Procedures* / psychology