Issues

Special Issue: Patient satisfaction structures, processes and outcomes. Guest Editor: Keith Hurst

Recent publications

Improving Patient Satisfaction Now: How to Earn Patient and Payer Loyalty

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Bringing User Experience to Healthcare Improvement: the Concepts, Methods and Practices of Experience-based Design

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Using Patient Experience in Nurse Education

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News and views

Signposting the way to better out of hours services for patients

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Europe - Future oncology healthcare strategy on the agenda of the Portuguese EU council presidency

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World Health Organization

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Americas - Outsourcing improves patient satisfaction

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UK - Quality improvement: patient-reported outcomes and experiences now integrated with clinical data for the first time

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Patient satisfaction surveys made easy: Department of Health

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Patients give vote of confidence in overall care provided by NHS hospitals in largest national survey

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Editorial

Patient satisfaction structures, processes and outcomes

Keith Hurst
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The role of understanding customer expectations in aged care

Leib Leventhal
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Patient claims and complaints data for improving patient safety

Pia Maria Jonsson; John Øvretveit
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Gearing service quality into public and private hospitals in small islands: Empirical evidence from Cyprus

Huseyin Arasli; Erdogan Haktan Ekiz; Salih Turan Katircioglu
View articletitled, Gearing service quality into public and private hospitals in small islands<span class="subtitle-colon">: </span><span class="subtitle">Empirical evidence from Cyprus</span>
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The influence of service quality and patients' emotions on satisfaction

Maria Helena Vinagre; José Neves
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Evaluating hospital service quality from a physician viewpoint

Peter Hensen; Meinhard Schiller; Dieter Metze; Thomas Luger
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Pessimism and hostility scores as predictors of patient satisfaction ratings by medical out‐patients

Brian A. Costello; Thomas G. McLeod; G. Richard Locke, III; Ross A. Dierkhising; Kenneth P. Offord; Robert C. Colligan
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The relative importance of service dimensions in a healthcare setting

Rooma Roshnee Ramsaran‐Fowdar
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Measuring the three process segments of a customer's service experience for an out‐patient surgery center

Angela M. Wicks; Wynne W. Chin
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