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Satisfying solutions? A review of some unresolved issues in the measurement of patient satisfaction
Author(s) -
Avis Mark,
Bond Meg,
Arthur Antony
Publication year - 1995
Publication title -
journal of advanced nursing
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.948
H-Index - 155
eISSN - 1365-2648
pISSN - 0309-2402
DOI - 10.1046/j.1365-2648.1995.22020316.x
Subject(s) - variety (cybernetics) , patient satisfaction , consumer satisfaction , health care , psychology , orientation (vector space) , applied psychology , social psychology , nursing , medicine , marketing , business , computer science , political science , geometry , mathematics , artificial intelligence , law
The measurement of patient satisfaction has been encouraged by a growing consumer orientation in health care, especially since it yields information about consumers’views in a form which can be used for comparison and monitoring However, drawing on literature from a variety of sources, this paper suggests that there remain several unresolved issues relating to the measurement of satisfaction, and some serious questions about the validity of the concept It is argued that current approaches to measuring satisfaction may not be grounded in the values and experiences of patients, therefore satisfaction surveys could be denying patients the opportunity to have their opinions included in the planning and evaluation of health care services