Development and application of a questionnaire for assessing parent satisfaction with care.
OBJECTIVE
The development and application of a questionnaire that eventually could be used as a management tool and a means of promoting the quality of care provided in 'P. & A. Kyriakou' Children's Hospital.


METHODS
Parents' survey; during treatment of their children.


METHODS
'P. & A. Kyriakou' Children's Hospital, Athens, Greece.


METHODS
Sample of 240 parents.


METHODS
Parent satisfaction.


RESULTS
The most important finding of the study, although normative statements cannot be made, appears to be signalling of low satisfaction with care. The general mean observed (45 on a scale of 100) is not close to the mean (76) derived from a systematic review of 221 satisfaction studies. Moreover, satisfaction appears to be very low (14/100) for the procedures of the hospital, low for the outpatient dimension (42/100) and rather satisfactory for the inpatient dimension (61/100).


CONCLUSIONS
Data-based feedback as a management tool has been associated with improved organizational functioning. However, systematic use of this intervention within Greek hospitals has been limited. Therefore, the next phase of the project will be used as feedback to the Governing Board and the personnel of the hospital. Finally, a study will be planned to investigate the effects of implementing changes based on parents' ratings of staff performance.
Moumtzoglou
A
A
National School of Public Health, Department of Health Services Management, P. & A. Kyriakou Children's Hospital, Athens, Greece. anas1@hol.gr
Dafogianni
C
C
Karra
V
V
Michailidou
D
D
Lazarou
P
P
Bartsocas
C
C
D000328:Adult; D000704:Analysis of Variance; D002648:Child; D002673:Child, Hospitalized; D003625:Data Collection / Q000379:methods; D005163:Factor Analysis, Statistical; D005246:Feedback; D006115:Greece; D006776:Hospitals, Pediatric / Q000458:organization & administration / Q000592:standards*; D006801:Humans; D017711:Nonlinear Dynamics; D009936:Organizational Innovation; D010290:Parents / Q000523:psychology*; D017060:Patient Satisfaction; D011237:Predictive Value of Tests; D011785:Quality Assurance, Health Care; D011795:Surveys and Questionnaires / Q000592:standards*; D017749:Total Quality Management / Q000458:organization & administration