TY - JOUR T1 - Patient Satisfaction: Implications and Predictors
of Success AU - Shirley, Eric D. AU - Sanders, James O. Y1 -
2013/05/15 N1 - 10.2106/JBJS.L.01048 JO - The Journal of Bone &
Joint Surgery SP - e69 1 EP - 4 VL - 95 IS - 10 N2 - Abstract: 
Patient satisfaction is an individual’s cognitive evaluation of,
and emotional reaction to, his or her health-care experience.
This concept is increasing in importance as survey data are
being used by health-care facilities for self-assessment,
accreditation requirements, and compensation formulas. High
patient satisfaction is associated with increased market share,
financial gains, decreased malpractice claims, and improved
reimbursement rates. Modifiable factors that contribute to
satisfaction include physician-patient communication, the
setting of appropriate expectations, minimization of waiting
times, and provision of continuity of care. There are also
factors that are less amenable to change, including chronic
illness, opioid dependence, and sociodemogra