[Evaluation of patient satisfaction in health facilities. Review of the literature]

Abstract

Assessment of hospital patient satisfaction is henceforth a statutory obligation in France. The purpose of this study was to define the main settings of patient satisfaction surveys and to describe methods for assessing patient satisfaction, through a literature review. Published works have mainly been based on experts opinions; few studies have used appropriate methodology. On the whole, their authors consider that patient satisfaction assessment should provide a useful feedback to the quality improvement system of hospitals. Surveys should associate qualitative and quantitative techniques and analysis of patient complaints and letters. Patient satisfaction surveys should not be separated from theoretical work on the foundations of this concept and its measurement.