16.26 Patient satisfaction.
A Wisconsin health care provider has a network of hospitals serving communities throughout eastern Wisconsin. In an attempt to continually improve its services, this provider conducts patient and employee satisfaction surveys. To measure overall rating of a given hospital, patients are asked, “Would you recommend this hospital to your friends and family?” Answer choices are definitely no, probably no, probably yes, definitely yes. The responses are coded numerically from 1 to 4. Here are quarterly survey data for one of its urban-based hospitals and for one of its suburban-based hospitals.
hsurvey
Response code | Response | Urban | Suburb |
1 | definitely no | 12 | 6 |
2 | probably no | 33 | 9 |
3 | probably yes | 47 | 33 |
4 | definitely yes | 58 | 52 |