One healthcare authority, Moses Altsech, PhD, asserts that patient satisfaction surveys are flawed in varying degrees. He also maintains that these flaws can lead to inaccurate conclusions and misleading results.
Some survey questions ask patients to rate two things at once e.g. “was your physician prompt and courteous?” This does not allow for a prompt visit from a physician who may not have been courteous, or a courteous physician who may not have been prompt.
Improved formatting, better tracking mechanisms and more rigorous scientific processes can provide a more accurate patient satisfaction picture. Find out how new standards might change the way patient experience is measured in this Emergency Medicine News special report. http://journals.lww.com/em-news/Fulltext/2013/09000/Special_Report__New_Patient_Satisfaction_Surveys.1.aspx