About this Journal Publication ethics Editorial Board Editorial Council Editorial Office For the Authors Contacts

News feeds

Journal in Databases


Google Scholar

Google Scholar

For authors' attention

Publication is free of charge

In aims to provide interconnection of publications in international scientific journals using Digital Object Identification - DOI, our editorial office incorporated the journal "Social aspects of population health" into international reference system CrossRef.

Since 2016 DOI will be assigned to all scientific articles published in our journal free of charge.

Also DOI will be assigned to all articles published in 2014 and 2015 free of charge as well
Main arrow Archive of previous Issues arrow ¹3 2016 (49) arrow SATISFACTION WITH HEALTH CARE: HOW TO MEASURE AND COMPARE?
Thursday, 30 June 2016

DOI: 10.21045/2071-5021-2016-49-3-5

Kobyakova O.S.1, Deev I.A.1, Tyufilin D.S.1, Kulikov E.S.1, Tabakaev N.A.1, Vorobyeva O.O. 2

1Siberian State Medical University, Tomsk
2New Siberian Institute, Novosibirsk

Contacts: Denis S. Tufilin, e-mail: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

Abstract. Satisfaction with health care is a parameter reflecting degree of patient centeredness in healthcare that is related to best outcomes and better financial position of medical organizations.

Therefore, in health care organization data on patient satisfaction should be used as indicators of successful development of a health care facility in areas relevant to consumers. The history of research and measurement of patient satisfaction with health care takes back to the 1970s and today there are a lot of different tools to measure it. However, there is no unified and standardized method that would be validated in different languages and applicable at the national level. This lack substantiates systematization of different methods to measure patient satisfaction.

This study demonstrates a variety of questionnaires that help to measure patient satisfaction with health care, compares them and analyzes research on statistical evaluation and quality of questionnaires. Furthermore, the authors identified criteria for evaluating satisfaction level as well as presented some results of measuring these criteria in different countries. Based on the review conducted the authors concluded that despite a wide range of tools to measure patient satisfaction as well as their wide implementation including at the national level some of the applied questionnaires have low quality, and the results obtained by them are not comparable making it impossible to track dynamics in the level of satisfaction as well as adopt best practices in its improvement.

Such situation can be explained by multidimensionality of satisfaction with health care and its dependence upon social and cultural peculiarities of the surveyed cohort. However, it is obvious that development of a unified and standardized tool to measure patient satisfaction, based on certain social and cultural peculiarities of the Russia population is necessary to implement patient-centered care in the country.

Key words: patient satisfaction; satisfaction questionnaires; patient-centered healthcare; quality of health care.


  1. Alekseeva N.Yu., Pchela L.P., Makarov S.V. Issledovanie udovletvorennosti naseleniya kachestvom meditsinskoy pomoshchi v usloviyakh reformirovaniya zdravookhraneniya [Study of population satisfaction with the quality of medical care in conditions of public health reforming]. Byulleten' Vostochno-Sibirskogo nauchnogo tsentra Sibirskogo otdeleniya Rossiyskoy akademii meditsinskikh nauk. 2011;1(1):259. (In Russian)
  2. Issledovanie udovletvorennosti patsientov dostupnost'yu i kachestvom meditsinskoy pomoshchi v statsionarakh Sankt–Peterburga (vzroslaya set') v 2014 godu. [Study of patients’ satisfaction with accessibility and quality of inpatient care in St. Petersburg (adult network) in 2014]. Analytical report MIAC 2014. [Online] 2014 [cited 2016 Apr 10]. Available from: http://zdrav.spb.ru/ru/reitingi/quality/ (In Russian)
  3. Ob organizatsii raboty po formirovaniyu nezavisimoy sistemy otsenki kachestva raboty gosudarstvennykh (munitsipal'nykh) uchrezhdeniy, okazyvayushchikh uslugi v sfere zdravookhraneniya [On organization of work to form independent assessment of the quality of public (municipal) health care institutions]. Prikaz Minzdrava Rossii ot 31.10.2013 N 810a. [Online] [cited 2016 Apr 10]. Available from: http://www.rosminzdrav.ru/documents/5363-prikaz-minzdrava-rossii-ot-31-oktyabrya-2013-g-810a . (In Russian)
  4. Ob utverzhdenii Metodicheskikh rekomendatsiy po provedeniyu nezavisimoy otsenki kachestva okazaniya uslug meditsinskimi organizatsiyami. [On approving the Methodological recommendations for providing independent assessment of health care quality in medical organizations]. Prikaz Ministerstva zdravookhraneniya Rossiyskoy Federatsii ot 14 maya 2015 g. ¹ 240 [Online] [cited 2016 Apr 10]. Available from: https://www.rosminzdrav.ru/documents /9072-prikaz-ministerstva-zdravoohraneniya-rossiyskoy-federatsii-ot-14-maya-2015-g-240-ob-utverzhdenii-metodicheskih-rekomendatsiy-po-provedeniyu-nezavisimoy-otsenki-kachestva-okazaniya-uslug-meditsinskimi-organizatsiyami. (In Russian)
  5. Obobshchennye rezul'taty sotsiologicheskikh issledovaniy otnosheniya naseleniya k sisteme zdravookhraneniya. [Summarized results of sociological surveys about population perception of healthcare system] [Online] 2015 [cited 2016 Apr 10]. Available from: http://www.rosminzdrav.ru/news/2015/09/01/2516-obobschennye-rezultaty-sotsiologicheskih-issledovaniy-otnosheniya-naseleniya-k-sisteme-zdravoohraneniya. (In Russian)
  6. Svetlichnaya T.G., Tsyganova O.A.,Kudryavtsev A.V., Otsenka udovletvorennosti meditsinskoy pomoshch'yu patsientov ambulatorno poliklinicheskikh uchrezhdeniy (po dannym sotsiologicheskogo oprosa) [Assessment of patients’ satisfaction with outpatient medical care (according to a sociological survey]. [Online] 2010 [cited 2016 Apr 10] Available from: http://oa.lib.nsmu.ru/files/docs/2012-04-19-14-51-34K7Tk.pdf. (In Russian)
  7. Fayol H. Administration Industrielle et Générale, 1916: Industrial and General Administration. Translated by J.A. Coubrough, London: Sir Isaac Pitman & Sons. 1930.
  8. About PressGaney Inc. [Online] 2010 [cited 2016 Apr 10] Available from: http://www.pressganey.com/about
  9. Almeida R.S., Bourliataux-Lajoinie S., Martins M. Satisfaction measurement instruments for healthcare service users: a systematic review. Cad Saude Publica. 2015 Jan; 31(1): 11-25.
  10. Beattie M., Lauder W, Atherton I, Murphy DJ. Instruments to measure patient experience of health care quality in hospitals: a systematic review protocol. Syst Rev. 2014 Jan 4; 3: 4.
  11. Beattie M., Murphy D.J., Atherton I., and Lauder W. Instruments to measure patient experience of healthcare quality in hospitals: a systematic review. Syst Rev. 2015; 4: 97.
  12. Committee on Quality of Health Care in America. Institute of Medicine. Crossing the Quality Chasm: A New Health System for the 21st Century. Washington, DC: National Academy Press; 2001.
  13. Elliott M.N., Lehrman W.G., Goldstein E., Hambarsoomian K., Beckett M.K., Giordano L.A. Do hospitals rank differently on HCAHPS for different patient subgroups? Med Care Res Rev. 2010 Feb; 67(1): 56-73.
  14. Epstein R.M. and Street R.L., Jr. The Values and Value of Patient-Centered Care. Ann Fam Med. 2011 Mar; 9(2): 100–103.
  15. Fan V.S., Burman M., McDonell M.B., Fihn S.D. Continuity of care and other determinants of patient satisfaction with primary care. J Gen Intern Med. 2005 Mar; 20(3): 226-33.
  16. Fan V.S., Reiber G.E., Diehr P., Burman M., McDonell M.B., Fihn S.D. Functional status and patient satisfaction: a comparison of ischemic heart disease, obstructive lung disease, and diabetes mellitus. J Gen Intern Med. 2005 May; 20(5): 452-9.
  17. Giordano L.A., Elliott M.N., Goldstein E., Lehrman W.G., Spencer P.A. Development, implementation, and public reporting of the HCAHPS survey. Med Care Res Rev. 2010 Feb; 67(1): 27-37.
  18. HCAHPS fact sheet. Centers for Medicare & Medicaid Services. Baltimore. [Online] 2013 [cited 2016 Apr 10] Available from: http://www.hcahpsonline.org/files/August_2013_HCAHPS_Fact_Sheet3.pdf
  19. HCAHPS USA Summary analyses: December 2014 table. [Online] 2014 [cited 2016 Apr 10]. Available from: http://www.hcahpsonline.org /Files/Report_December_2014_States.pdf
  20. HCAHPS USA Summary analyses: October-December 2013 table. [Online] 2014 [cited 2016 Apr 10] Available from: http://www.hcahpsonline.org/files/ October_December_2013_ Summary _HCAHPS_Results.pdf
  21. Hulka B.S., Zyzanski S.J., Cassel J.C., Thompson S.J. Scale for the measurement of attitudes toward physicians and primary medical care. Med Care. 1970; 8(5): 429-36.
  22. Jenkinson C., Coulter A., Bruster S. The Picker Patient Experience Questionnaire: development and validation using data from in-patient surveys in five countries. International Journal for Quality in Health Care. 2002; 14(5): 353–358.
  23. Keegan O., McGee H. A guide to Hospital Outpatient Satisfaction Surveys. Practical recommendations and the Satisfaction with Outpatient Services (SWOPS) questionnaire. [Online] 2003 [cited 2016 Apr 10] Available from: http://epubs.rcsi.ie/psycholrep/16/
  24. Larsen D.L., Attkisson C.C., Hargreaves, W.A., Nguyen, T.D. Assessment of client/patient satisfaction: Development of a general scale. Evaluation and Program Planning. 1979; 2, 197-207.
  25. Larsson B.W., Larsson G. Development of a short form of the Quality from the Patient’s Perspective (QPP) questionnaire. J Clin Nurs. 2002; 11: 681–687.
  26. Larsson B.W., Larsson G., Munck I.M.. Refinement of the questionnaire ‘quality of care from the patient’s perspective’ using structural equation modelling. Scand J Caring Sci. 1998; 12: 111–118.
  27. Mokkink L., Terwee C., Patrick D., Alonso J., Stratford P., Knol D., è äð. The COSMIN checklist for assessing the methodological quality of studies on measurement properties of health status measurement instruments: an international Delphi study. Qual Life Res. 2010; 19: 539–549.
  28. National Health Service: Results of 2014 National Survey in Healthcare. [Online] 2014 [cited 2016 Apr 10] Available from: http://www.nhssurveys.org /Filestore/National_results_from_the_2 014_Inpatient_survey.pdf
  29. Nguyen T.D., Attkisson C.C., & Stegner B.L. Assessment of patient satisfaction: Development and refinement of a service evaluation questionnaire. Evaluation and Program Planning. 1983; 6(3,4): 299-314.
  30. NHS staff Survey 2015. [Online] 2015 [cited 2016 Apr 10] Available from: http://www.nhsstaffsurveys.com/Page/1010/Home/NHS-Staff-Survey-2015/
  31. OECD Reviews on Health System: Switzerland. [Online] 2011 [cited 2016 Apr 10]. Available from: www.ub.unibas.ch/digi/a125/sachdok/2012/BAU_1_5753611.pdf
  32. Prakash B. Patient Satisfaction. J Cutan Aesthet Surg. 201; 3(3): 151–155.
  33. Rao K.D., Peters D.H., Bandeen-Roche K. Towards patient-centered health services in India—a scale to measure patient perceptions of quality. Int J Qual Health C. 2006; 18: 414–421.
  34. Robison J. Leading the Way to Better Patient Care. Gallup/Buisness journal [Online] 2012 [cited 2016 Apr 10]. Available from: http://www.gallup.com/businessjournal/158840/leading-better-patient-care.aspx
  35. Rubin H.R., Ware J.E. Jr., Nelson E.C., Meterko M. The Patient Judgments of Hospital Quality (PJHQ) Questionnaire. Med Care. 1990 Sep; 28(9): 51-56.
  36. Stewart M., Brown J.B., Donner A. The impact of patient-centered care on outcomes. J Fam Pract. 2000; 49(9): 796–804.
  37. Street R.L. Jr, Makoul G., Arora N.K., Epstein R.M. How does communication heal? Pathways linking clinician-patient communication to health outcomes. Patient Educ Couns. 2009; 74(3): 295–301.
  38. Terwee C.B., Bot S.D., de Boer M., van der Windt D.A., Knol D.L., Dekker J., et al. Quality criteria were proposed for measurement properties of health status instruments. J Clin Epidemiol. 2007; 60: 34–42.
  39. Van der Vleuten C. The assessment of professional competence: developments, research and practical implications. Adv in Health Sci Educ. 1996; 1: 41–67.
  40. Ware J.E., Snyder M.K. and Wright W.R. Development and Validation of Scales to Measure Patient Satisfaction with Medical Care Services. Development and Validation of Scales to Measure Patient Satisfaction with Medical Care Services. Vol I, Part B: Results Regarding Scales Constructed from the Patient Satisfaction Questionnaire and Measures of Other Health Care Perceptions. National Technical Information Service 1976; No. PB 288-329.
  41. Ware J.E., Snyder M.K., Wright W.R. Development and Validation of Scales to Measure Patient Satisfaction with Medical Care Services. Vol I, Part A: Review of Literature, Overview of Methods and Results Regarding Construction of Scales. National Technical Information Service. 1976; No. PB 288-329

Views: 10599

Be first to comment this article

Write Comment
  • Please keep the topic of messages relevant to the subject of the article.
  • Personal verbal attacks will be deleted.
  • Please don't use comments to plug your web site. Such material will be removed.
  • Just ensure to *Refresh* your browser for a new security code to be displayed prior to clicking on the 'Send' button.
  • Keep in mind that the above process only applies if you simply entered the wrong security code.

Code:* Code

Last Updated ( Thursday, 08 September 2016 )
< Prev   Next >
home contact search contact search