Skip to main content
Study
October 12, 2011

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

Rathert C, May DR, Williams ES. Beyond service quality: the mediating role of patient safety perceptions in the patient experience-satisfaction relationship. Health Care Manage Rev. 2011;36(4):359-368. doi:10.1097/HMR.0b013e318219cda1

Save

Print

Rathert C, May DR, Williams ES. Health Care Manage Rev. 2011;36(4):359-368.

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.

Save

Print

Cite
Citation

Rathert C, May DR, Williams ES. Beyond service quality: the mediating role of patient safety perceptions in the patient experience-satisfaction relationship. Health Care Manage Rev. 2011;36(4):359-368. doi:10.1097/HMR.0b013e318219cda1