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Formal Methods for Assessing Patient Satisfaction in a Patient-Doctor Relationship
Abstract
When patients visit a doctor, they not only expect to be cured, but also to feel that they are taken care of. The patients like to be treated like guests, sit in a nice place during waiting for a doctor and feel that they are taken care of seriously at the reception desk. All these factors are important for the patients but the relationship with doctors seems to be the most valid. When the patients can choose a clinic where they want to make an appointment with a doctor, the owners and managers of the clinics try to persuade people to choose their clinic. Hence more and more often managers of the clinics try to find out the opinion of the patients, so scientists carried out the research on this phenomenon and called it Patient Satisfaction. This chapter presents the application of fuzzy sets and fuzzy relations to gather and analyze the information from patients and compute their contentment. Using classical logic is less appropriate because the patients can only choose two values: they are satisfied or dissatisfied. Fuzzy logic let the patients choose more phrases for their opinions.
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