Patient satisfaction studies: Methodology, management and co

A discussion is presented of how consumer evaluation studies of health care services might be undertaken to provide valid assessments of consumer opinions and priorities, amenable to subsequent effective management action. To do so, an account is provided of the history of patient satisfaction surve...

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Bibliographic Details
Published inInternational journal of health care quality assurance Vol. 7; no. 7; p. 22
Main Authors Batchelor, Claire, Owens, David J, Read, Martin, Bloor, Michael
Format Journal Article
LanguageEnglish
Published Bradford Emerald Group Publishing Limited 10.11.1994
Subjects
Attitude surveys
Charters
Consumer attitudes
Consumers
Evaluation
Factors
Health care delivery
Health care policy
Management
Medical personnel
Objectives
Patient satisfaction
Patients
Studies
United Kingdom > UK
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Summary:A discussion is presented of how consumer evaluation studies of health care services might be undertaken to provide valid assessments of consumer opinions and priorities, amenable to subsequent effective management action. To do so, an account is provided of the history of patient satisfaction survey, a detailed examination is presented of key examples, and the well-documented strengths and weaknesses of this approach are discussed. It is argued that the search for a "best" consumer evaluation method is misplaced since appropriate methods should be determined by research objectives that themselves may vary.
ISSN:0952-6862
1758-6542