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Patient satisfaction: how do qualitative comments relate to quantitative scores on a satisfaction survey?

Authors
  • Santuzzi, Nicole R
  • Brodnik, Melanie S
  • Rinehart-Thompson, Laurie
  • Klatt, Maryanna
Type
Published Article
Journal
Quality management in health care
Publication Date
Jan 01, 2009
Volume
18
Issue
1
Pages
3–18
Identifiers
DOI: 10.1097/01.QMH.0000344589.61971.41
PMID: 19148025
Source
Medline
License
Unknown

Abstract

The study results offer empirical evidence that there are differences in how patients quantitatively rate the services received in a hospital based on patient comment types. Hospital staff interpreting patient satisfaction survey results could say that negative comments produce lower quantitative ratings than do positive comments.

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