Patient/stakeholder satisfaction at Advocate Good Samaritan Hospital (GSAM), a US community hospital, was determined through a Customer Satisfaction Measurement Process. Information relative to satisfaction with competitors was obtained through the Consumer Tracking Survey, the Press-Ganey Associates (PG) survey which measured satisfaction relative to other healthcare organisations, community health events, and other listening posts. Satisfaction of…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.1.3 Design customer surveys

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