As the health care industry becomes increasingly more competitive, marketing functions will take on increasingly more importance. At the core of the marketing concept is the pursuit of customer satisfaction, or, for medical services, patient satisfaction. This study reports on the administration of a 33-item patient satisfaction questionnaire to the consumers of services in four outpatient offices of a large, group private psychiatric practice. Data are analyzed descriptively and recommendations are made for improvements of service delivery based on the findings of the survey.
Christensen, Donald E. and Thomas E. Giese. "The Assessment and Application of Patient Satisfaction Variables in Marketing a Psychiatric Practice." E.C.R.S.B. 86-3. Robins School of Business White Paper Series. University of Richmond, Richmond, Virginia.