Incident-Based Measurement of Patient Satisfaction/Dissatisfaction: A Dutch Case

Abstract

Relatively little is known about the factors that contribute to satisfaction/dissatisfaction of patients with health care services. A feasibility study was conducted for a Dutch hospital in order to assess what factors play a role in satisfaction/dissatisfaction with respect to the service quality at two outpatients' clinics. Two research designs
were used and compared. Results show that the physical environment of the clinic is a main source of patient dissatisfaction, while empathy by the clinics' staff is considered a major source of satisfaction by respondents. Managerial and research implications are indicated.