Measuring patient satisfaction: a case study

J Nurs Care Qual. 1995 Jan;9(2):44-53. doi: 10.1097/00001786-199501000-00009.


Health care providers are under tremendous pressure to meet consumer demands in order to compete in the rapidly changing health care arena. Through evaluating patient satisfaction, health care providers can learn what the consumer wants from the health care system. This article informs the reader of issues surrounding patient satisfaction data collection instruments, especially the problem of lack of standardization. That is, each instrument measures satisfaction according to different standards. This article presents a case study analysis of one patient satisfaction data collection instrument entitled the Picker-Commonwealth Survey on Patient-Centered Care. Suggestions for revision and further work are addressed.

MeSH terms

  • Adult
  • Child
  • Data Collection / methods*
  • Female
  • Humans
  • Male
  • Nursing Evaluation Research
  • Patient Satisfaction*
  • Surveys and Questionnaires
  • Telephone