One of the primary concerns in the healthcare sector is the issue of patient satisfaction. In today’s market, individuals have different options available when deciding on a specific healthcare provider. Quality and service stand out as two essential elements that influence the selection of healthcare providers. Quality patient/customer service is for many, a readily understood healthcare standard. Thus, a healthcare organization’s reputation for its commitment to quality and patient-centered customer service stands as the main criteria for individuals in choosing a healthcare service provider.1

“Therefore, measurement of patient satisfaction and incorporating results to create a culture where service is deemed important should be a strategic goal for all healthcare organizations”1.In today’s competitive world, patient satisfaction is a bench mark of the success for any health care provider. It is an important input from the patients to help management to improve the organization. Satisfaction is an important element in the evaluation stage. Adequacy of satisfaction is a result of matching the actual past experience with the expected reward. Patients experience with the facilities leaves them either satisfied or dissatisfied.2The truth about patient satisfaction surveys is that they can help us identify ways of improving our practice. Ultimately, that translates into better care and happier patients. It will have five key elements. They are Expectations, Performance, Comparison, Confirmation / Disconfirmation and Discrepancy.2

 

1. To monitor quality of health care provided. 

2. To assess the expectations and demands of the patients.

3. To make recommendations to improve patient satisfaction.