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See Latest ArticlesRethinking Satisfaction Surveys: Time to Next Complaint
Joint Commission Journal on Quality and Patient Safety, 02/20/09
Alemi F et al. - Patient satisfaction surveys require considerable time and resources. Instead of only systematically seeking patient's input through standardized satisfaction surveys, it is proposed that insights into the performance of the organization should also be based on patient complaints. Complaint data are available at a fraction of the cost of conducting satisfaction surveys, and even though complaints may be rare, new analytical tools (for example, time-between control charts) enable the analysis of these data in ways that are helpful to improvement teams.
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