Developing and using a patient satisfaction survey: A case study

Patient satisfaction is an important component of quality management in student health services. Satisfaction can influence if, where, and when a student seeks care, follows instructions, and continues a relationship with a specific provider. This case study describes the rationale for and process used in designing a system to measure patient satisfaction for the university health services at The Pennsylvania State University. In addition to collecting information about the health center from its clients, the authors obtained valuable information about survey development, administration, and data management. Their experience will guide future efforts to improve both the quality of services offered and the methods the health center uses to measure clients' satisfaction with those services.