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Patient Satisfaction Measurement: Current Issues and Implications

Urden, Linda D. DNSc, RN, CNA, FAAN


Healthcare consumers are demanding excellence in care and services from care providers, and payors are following in their expectations. Demonstration of quality outcomes and consumer satisfaction with services are now a priority and the primary competitive edge in healthcare. Hospitals and healthcare systems that invest in programs to determine how patients evaluate their experiences will have valuable information to make transformational changes in care delivery and services. The purpose of this article is to present an overview of consumer/patient satisfaction instruments, satisfaction measurement issues, research instruments, and commonly used vendor patient satisfaction survey programs.

Linda D. Urden, DNSc, RN, CNA, FAAN, is Director, Outcomes Research, Clarian Health Partners, Inc.; and Adjunct Associate Professor, Adult Health Department, Indiana University, Indianapolis.

Address correspondence to Linda D. Urden, 550 North University Boulevard, Room 1602, Indianapolis, IN 46202-5250 (e-mail:

Originally published in Outcomes Management, 6 (3):125–131. Reprinted with permission.

© 2002 Lippincott Williams & Wilkins, Inc.