Journal Article
Study

Beyond service quality: the mediating role of patient safety perceptions in the patient experience–satisfaction relationship.

Rathert C, May DR, Williams ES. Health care management review. 2011;36:359-68.

While patients are being encouraged to take a more active role in patient safety, concerns persist that patient satisfaction may be more influenced by service quality rather than safety issues. However, this survey of hospitalized patients found that both perceptions of safety and service quality influenced overall patient satisfaction.