Riitta SUHONEN and Maritta V
Abstract
This paper discusses the challenges of surveying patient satisfaction in health care. It begins with an examination of the concept of patient satisfaction. This is allowed by a description of different instruments used in the measurement of patient satisfaction as well as the problems involved in measurement. Finally, the implications for nursing practice are discussed. This paper confirms the great complexity and ambiguity of the concept of patient satisfaction. Over the past three decades, a number of instruments have been developed for purposes of measuring the phenomenon. However, there remain several unresolved conceptual and methodological problems. Before conducting satisfaction surveys in health organisations, users should know exactly why the surveys are being done, how the most appropriate instrument has been selected, and how the results will be implemented in everyday practice.
Key words: Conceptual problems, methodological problems, patient satisfaction