Measuring & Managing Patient Satisfaction: Implementing Customer-Focused Strategy in Healthcare Using Patient Satisfaction Strategy Maps (PSSM)
29 Pages Posted: 3 Apr 2016
Date Written: April 1, 2016
This note describes how a satisfaction-based framework can be implemented in healthcare to measure patient satisfaction. The PSSM is a framework that links overall patient satisfaction to its antecedents and outcomes. We use a real example to describe the various components of a PSSM, how it can be used for strategic planning and implementation, as well as for managing patient outcomes. This note describes a research methodology — survey measures, multivariate statistical analysis, outcomes analysis — to create and implement the PSSM approach. The approach can be used by a variety of healthcare providers ranging from independent practices to large hospitals.
Keywords: patient research, patient satisfaction, quality of care, importance-performance charts, survey research, complaint likelihood, health, analysis of health care markets
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