The application of patient satisfaction survey in health care venues has been used as a quality indicator of performance evaluation, according to Sanchez-Perez, Sanchez-Fernandez, Marin-Carillo, and Gázquez-Abad (2007), yet these responses are merely an individual’s perceptions. Additionally, research of Lee, Khong, and Ghista (2006) indicated a lack of formal understanding on how to appropriately theorize the linkage between patient satisfaction and their insights on the quality of the health care received. While Gil and White (2009) cited prevailing evidence that patient satisfaction is useful but with changeable variable, the authors also noted that reliance entirely on patient satisfaction as a quality measure was not wise.
According to Siyambalapitiya et al. (2007), patient dissatisfaction in the form of complaints are vital resources of information for service improvements. Patient dissatisfaction was tracked for a period of 22 months and it was discovered that the main complaints cited by patients were medical care, nursing oversight, staff attitudes, inadequate communication, prolonged wait times, and the treatment environment (Siyambalapitiya et al., 2007). Additionally, some research literature appear to indicate evident gap in the literature when it comes to connecting patient satisfaction with improved outcomes.
Gill, L., & White, L. (2009). A critical review of patient satisfaction. Leadership in Health Services, 22(1),
pp. 8–19. doi:10.1108/17511870910927994
Lee, P., Khong, P., & Ghista, D.N. (2006). Impact of deficient healthcare service quality. The TQM
Magazine, 18 (6) 563-571. doi:10.1108/09544780610707075
Sánchez-Pérez, M., Sánchez-Fernández, R., Marín-Carrillo, G. M., & Gázquez-Abad, J. C. (2007). Service
Quality in Public Services as a Segmentation Variable. The Service Industries Journal, 27(4), 355- 369. doi:10.1080/02642060701346771
Siyambalapitiya, S., Caunt, J., Harrison, N., White, L., Weremczuk, D. and Fernando, D. J. (2007). A 22 month study of patient complaints at a National Health Service hospital. International Journal of Nursing Practice,13, 107–110. doi:10.1111/j.1440-172X.2007.00613.x
