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Patient Satisfaction as an Indicator of Quality Care in Independent Health Facilities: Developing and Assessing a Tool to Enhance Public Accountability

Outcomes Assessment Planning Team of the College of Physicians and Surgeons of Ontario, Department of Clinical Epidemiology and Biostatistics, McMaster University, Hamilton, Ontario, Canada, woodward{at}fhs.csu.mcmaster.ca

Truls Ostbye, MD, MPH

Outcomes Assessment Planning Team of the College of Physicians and Surgeons of Ontario, Department of Epidemiology and Biostatistics, University of Western Ontario, London, Ontario, Canada

Joy Craighead, BN, MEd, ChE

Outcomes Assessment Planning Team of the College of Physicians and Surgeons of Ontario, Quality Management Division, College of Physicians and Surgeons of Ontario, Toronto, Ontario, Canada

Gerald Gold, BA, MD, FACMQ

Outcomes Assessment Planning Team of the College of Physicians and Surgeons of Ontario, Quality Management Division, College of Physicians and Surgeons of Ontario, Toronto, Ontario, Canada

Elizabeth F. Wenghofer, MSc

Outcomes Assessment Planning Team of the College of Physicians and Surgeons of Ontario, Quality Management Division, College of Physicians and of Ontario, Toronto, Ontario, Canada

The objective of this research was to examine the performance of a brief patient survey about quality of care received in community-based diagnostic and therapeutic facilities. The survey was administered to patients in 44 facilities that were also scheduled for a formal external assessment. The response rate was 53%. Patients generally rated their care positively; 18.5% of patients rated at least 1 item as fair or poor. The amount of information received about risks and complications was rated least favorably; concern and caring shown by staff was rated most favorably. The 10 items which patients rated regarding aspects of quality formed an internally consistent scale (a = .93). Patients' ratings were not useful predictors of assessor ratings. Although patients' ratings cannot substitute for expert on-site assessments, they are an important part of a quality management program. The patient survey provides additional, complementary information about components of quality care that are important to them.

Key Words: Community-based care • health care facilities • patient satisfaction • quality management

American Journal of Medical Quality, Vol. 15, No. 3, 94-105 (2000)
DOI: 10.1177/106286060001500303


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