...Binshan Lin; Eileen Kelly Examines some of the methodological problems encountered in conducting patient satisfaction surveys, including the sampling frames,quality of survey data and instruments, non‐response problems, and reporting and interpretation of results. Proposes guidelines and lays out...

... a methodology ‐ the communication audit ‐ whereby organizations can monitor and evaluate quality in this sphere. Explains the core steps involved in implementing this type of audit and itemizes the main data collection tools. 22 IJHCQA 6,4 Discusses the extension of quality assurance to encompass a thorough...