Measuring operating room quality performance attributes

The important attributes of customer satisfaction found in the operating room of Gamma Hospital are identified and compared to actual performance in practice. A significant difference is found between the perceived importance of communication with the surgical staff and its actual performance. Likewise, small groups providing services, preparing the patient for surgery, ability to add on cases, scheduling cases, good relationships with the patients, timely starts, short turnover times, and stability and comfort of the patients, are perceived as important attributes of operating room practices which are not perceived by the surgeons as being adequately performed by the operating room.