ABSTRACT
Standards for measuring and monitoring consumer satisfaction with medical care and services must be established in a manner acceptable to the patients, physicians, employees, administration, board, and community. 1 Reliable and valid techniques are readily available to assist this, but whatever technique is used, it is important that the survey be developed to reflect both the positive and the less than satisfactory aspects of the services evaluated. The first step is to reach an agreement among those who hold a stake in the service (leaders among the physicians and nonphysicians involved) concerning the criteria and methods that should define, measure, and monitor the satisfaction of health care consumers. The focus should remain on the patient's view of the care and services received. Any other consideration is secondary to what is important to the patient.
