Hospital patient satisfaction scores at lowest level in 5 years

Patient satisfaction with hospital services has dropped by 5% last year to a 5 year low. 

Key findings from the American Customer Satisfaction Index (ACSI) report:

  • Overall satisfaction has declined from 77% to 73%
  • 12% decline in ED satisfaction
  • Dissatisfaction confined to inpatient services
  • Satisfaction with ambulatory care services rose by more than 1% to 81%

(Sources: The Advisory Board Daily Briefing, http://advisory.com, May 24, 2010; http://www.theacsi.org, May 18, 2010)