The Moment-of-Truth (MOT) patient satisfaction system was created to address each patient’s medical care and service needs at the “point-of-care,” before the patient leaves the medical facility. The MOT system is patient-centered by actively involving each patient in his or her own healthcare evaluation, planning, and continuous quality improvement. Patient needs are aligned with the required healthcare resources, which simultaneously produce information that can be acted upon “immediately,” at the point-of-care, with “a sense of urgency”—addressing patient expectations each and every time the patient encounters the healthcare system.
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Nov_Dec_2007_157-162
Patient Satisfaction in 21st Century Medicine: Revolution or Evolution
