Patient satisfaction or acquiescence? Comparing mail and telephone survey results

Article Abstract:

Research indicates that self-administered written questionnaires may be more effective than phone interviews in eliciting unbiased feedback from discharged patients about healthcare service. While phone interviews have a higher response rate, the lower degree of anonymity they afford, makes patients less willing to give negative information, partly out of fear of retaliation by their service providers. Self-administered questionnaires are also cheaper.

Surveys, Patient satisfaction, Public relations

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Legislation undermines us all

Article Abstract:

Proposed legislation that would require hospital stays of 48 hours or more for vaginal births is intrusive on the healthcare industry. As a result of the media hype surrounding short hospital stays for new mothers, some hospitals may be compromising themselves by giving away a free second day. However, childbirth is not an illness, and such legislation could set a dangerous precedent for other healthcare service issues.

All Other Miscellaneous Ambulatory Health Care Services, Health and allied services, not elsewhere classified, Maternal & Child Health Care, Laws, regulations and rules, Health care industry, Column, Maternal health services, Maternity stays

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Market orientation and performance in the hospital industry

Article Abstract:

A study of 740 hospitals reveals that an effective market orientation is a function of four variables: collecting data, enhancing customer satisfaction, addressing customer needs, and countering competitors' actions. The weight given any one of these depends on a hospital's performance objectives. Nevertheless, the last has the most profound effect on all performance areas.

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