Patient Satisfaction in Quality Improvement

I want to start this email by greeting you and thanking you for your email that asked deep issues about the project we are undertaking of ensuring that all employees and patients are satisfied to be working or treated at our hospital.

In undertaking this program, we sought to interview different stakeholders of our hospital, including patients. You raised important points why you feel that patients’ interviews are unnecessary and a waste of time and resources, and for this reason; we should shelve our plans to interview this group. 

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I want to differ with the points you raised and argue that patients views on what should be done to increase their satisfaction levels are critical to this program. Employees are the ones that receive the services that we offer, making them the best source of information on the improvements we should implement in the service delivery. Some of the points they raised include long waiting lines, rude doctors, and general lack of hygiene. These issues should be tackled at once to ensure that service delivery has been improved. Research shows that health institutions that take their patients opinions and comments severely when offering health services are bound to have satisfied patients. For this reason, let us interview all the patients in the institution to understand their feelings towards the services we offer as an institution (Press, 2006). We should then implement the changes geared towards improving the services offered and after that, reevaluate if the changes were fruitful in improving patient satisfaction. 

I want to state that the mission of this institution is to offer high-quality services to all patients and this can only be attained if we implement high-quality systems that will ensure that all patients receive the services they deserve (Shelton, 2000). 


Press, I. (2006). Patient Satisfaction: Understanding and Managing the Experience of Care.

New York, NY: Jones & Bartlett Learning.

Shelton, P. (2000). Measuring and Improving Patient Satisfaction. New York, NY: Jones &

Bartlett Learning.

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