Assessing Consumer Satisfaction From Letters to the Hospital
Abstract
A private psychiatric hospital's evaluation research unit assessed consumer satisfaction with service by analyzing the content of letters written in response to an invitation to comment on the hospital experience. Respondents included relatives and referring agents of those who had received treatment. They expressed greatest satisfaction with the helpfulness of the hospital, general patient care, and the quality of the clinical staff. They expressed much dissatisfaction with communication, such as adequacy of information about patients' treatment and progress, and with management issues, such as efficiency, length of stay, and hospital rules and procedures. The analysis showed that the older the patient and the fewer the number of previous hospitalizations, the greater was the satisfaction expressed.
Access content
To read the fulltext, please use one of the options below to sign in or purchase access.- Personal login
- Institutional Login
- Sign in via OpenAthens
- Register for access
-
Please login/register if you wish to pair your device and check access availability.
Not a subscriber?
PsychiatryOnline subscription options offer access to the DSM-5 library, books, journals, CME, and patient resources. This all-in-one virtual library provides psychiatrists and mental health professionals with key resources for diagnosis, treatment, research, and professional development.
Need more help? PsychiatryOnline Customer Service may be reached by emailing [email protected] or by calling 800-368-5777 (in the U.S.) or 703-907-7322 (outside the U.S.).
