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Patient-satisfaction surveys have drawbacks

USA Today, March 15, 2010

Patient satisfaction surveys are being increasingly used in hospitals nationwide. Press Ganey, a leading organization measuring patient satisfaction, counts more than 10,000 medical institutions in the U.S., and over 40% of hospitals, among its clients. While gauging patient sentiment with satisfaction scores is a useful way to point out deficiencies and improve the patient experience, focusing too much on patient satisfaction actually be detrimental, says Kevin Pho, MD, a primary care physician who writes a column in USA Today.