Patient Satisfaction and Patient Experience are not Interchangeable Concepts (Letter)
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Abstract
I write after reading with great interest the recent review by Anufriyeva and colleagues[1] regarding the validity and reliability of self-reported satisfaction measures. This is a wellwritten and comprehensive review, and the authors should be commended on their efforts to synthesise this body of literature. I would like to raise a point of contention regarding the authors’ confusing conceptualisation of ‘patient satisfaction’. That is – ‘patient satisfaction’ and ‘patient experience’ are not interchangeable concepts.
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International Journal for Quality in Health Care
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© 2021 Oxford University Press. This is a pre-copy-editing, author-produced PDF of an article accepted for publication in International Journal for Quality in Health Care following peer review. The definitive publisher-authenticated version Patient Satisfaction and Patient Experience are not Interchangeable Concepts, International Journal for Quality in Health Care, 2021 is available online at: https://doi.org/10.1093/intqhc/mzab023.
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Biomedical and clinical sciences
Nursing
Health services and systems
Public health
Psychology
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Bull, C, Patient Satisfaction and Patient Experience are not Interchangeable Concepts (Letter), International Journal for Quality in Health Care, 2021