Patient Satisfaction Questionnaire

No, they are related but distinct constructs. Patient experience refers to objective observations of care processes (communication, coordination, timeliness) typically measured by instruments like CAHPS, whereas satisfaction is the subjective evaluation or judgment about whether care met expectations. PSQ measures satisfaction; CAHPS measures experience.

Satisfaction reflects patient expectations and perceptions of interpersonal care, which may diverge from technical clinical quality. A provider perceived as very pleasant and accessible might still order inappropriate tests or miss diagnoses. Satisfaction and clinical outcomes are important but separate dimensions of care quality.

First, examine which specific domains are low (e.g., access vs. communication) to pinpoint improvement targets. Conduct follow-up qualitative interviews or focus groups with dissatisfied patients to understand underlying causes. Then implement targeted interventions—such as extended hours for access problems or communication training for interpersonal concerns—and remeasure to assess improvement.