More Resources for Patient Satisfaction
· Customer Satisfaction Survey.
This measurement tool forms the basis of the National Committee for Quality Assurance Annual Member Health Care Survey. The Provider Rating Form (PRF-22) is a physician-specific version with questions that focus on the patient's experience with access, technical quality, communication, interpersonal care, and overall satisfaction.
The forms developed by the Health Assessment Lab at New England Medical Center can be used free of charge. A manual, which includes the tools, interpretation and scoring guidelines, and other background information, is $89.
For more information, contact the Health Assessment Lab, 750 Washington St., New England Medical Center #345, Boston, MA 02111. Telephone: (800) 572-9394. Fax: (617) 636-8077.
· Health Outcomes Institute.
This core visit-specific questionnaire is intended for provider-level ratings. The cost of the survey and scoring instructions is $10. The Health Outcomes Institute also provides data collection and analysis services to medical groups.
For more information, contact Marilyn Reierson, Health Outcomes Institute, Stratis Health, 2901 Metro Drive, Suite 400, Bloomington, MN 55425-1525. Telephone: (612) 858-9188. Fax: (612) 858-9189.
· Anatomy of Patient Satisfaction.
This is a primer on patient satisfaction developed by a foundation of the American Society of Internal Medicine. It explains the basics of conducting a survey and includes a sample questionnaire. The cost is $25 for members and $50 for nonmembers. For more information, contact the Internal Medicine Center to Advance Research & Education (IMCARE) of the American Society of Internal Medicine, 2011 Pennsylvania Ave., NW, Suite 800, Washington, DC 20006-1808. Telephone: (202) 466-0291, Ext. 243 or 291. Fax: (202) 835-0442. E-mail: [email protected].
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