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From The CriticsReviewer: Paul H. Keckley, PhD (Vanderbilt University Medical Center)
Description: This book for lay managers in healthcare organizations is useful in providing perspective about the patient experience with a view toward measuring patient satisfaction.
Purpose: The purpose is to provide a conceptual framework for the measurement of patient satisfaction. This is certainly worthwhile in that it is a fundamental aspect of a provider organization's performance.
Audience: This appears to be written for the lay manager to better understand approaches to patient satisfaction measurement in a healthcare organization. It does not appear to target clinicians.
Features: The table of contents is intuitive, though some topics do not receive adequate attention: the relationships between patient satisfaction and adherence to treatment directives, the correlation of satisfaction with perceived and real adherence to evidence-based pathways, and the performance-based payment systems that use patient satisfaction data as a factor in evaluating provider performance. That said, this is a very succinct summary of methods used to assess patient satisfaction useful to managers in understanding the "why" and "how" of patient surveys.
Assessment: I would rate this highly with the desire that subsequent editions include surveys specific to diagnoses/conditions that require special expertise in measurement, such as depression, joint replacements, et al. — measures are different for these — while also incorporating some standard "experiential" measures.