Creating patient satisfaction and loyalty.

The authors review the successful design, testing, introduction, and nearly 5-year use of an in-house satisfaction management system.

Abstract

Many hospitals are considering enhanced approaches to patient satisfaction measurement and guest relations--or service management. Some are building in-house satisfaction management systems. Others are evaluating the growing number of systems commercially available for purchase. The authors review the successful design, testing, introduction, and nearly 5-year use of an in-house system.