Refer to Table 5-7 and the patient satisfaction survey form with 22 items. Patients were asked to rate their perceived level of satisfaction on a five-point ordinal Likert scale as shown. Additionally, patients were asked to rate the importance of each item on a five-point ordinal Likert scale, using a rating of 1 to indicate “not important at all” to a rating of 5 indicating “very important.” The median rating scores for both perceived satisfaction and importance for each of the 22 items are shown in Table 5-14. Construct an overall analysis to advise management on strategic and operational plans.

Table 5-7

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TABLE 5-7 Patient Satisfaction Survey Items Rating Items 1 2 3 4 5