Rectification of the primary data obtained by a patients’ satisfaction survey

Abstract

Examines an attempt at implementation of a total quality management programme in a university hospital in the Czech Republic where patient satisfaction was found to be very high. Tentatively ascribes the “generosity error” to the historic experience of the population. Demonstrates that this factor may be compensated for by a mathematical process (“rectification”), which is derived from the assessment of every respondent’s general scale.

Citation

Kasalová, H. (1995), "Rectification of the primary data obtained by a patients’ satisfaction survey", International Journal of Health Care Quality Assurance, Vol. 8 No. 1, pp. 15-17. https://doi.org/10.1108/09526869510078013