Is this satisfaction survey satisfactory? Some points to consider in their planning and assessment.
Measuring patient satisfaction is one of the commonest evaluation activities in the NHS. The main aim of the article is to highlight some of the most important aspects of planning, undertaking and critically appraising satisfaction surveys. Key areas considered include: survey aims; definition of concerns; nature of survey populations; methods; interpretation of results; and outcomes and implementation.
Bisset
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Dept of Public Health Medicine, Grampian Health Board, Summerfield House, 2 Eday Road, Aberdeen.
Chesson
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R
D019985:Benchmarking; D002985:Clinical Protocols; D003627:Data Interpretation, Statistical; D005246:Feedback; D019538:Health Care Surveys / Q000379:methods / Q000592:standards*; D006801:Humans; D007407:Interviews as Topic; D008485:Medical Audit; D009937:Organizational Objectives; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D018579:Patient Selection; D013222:State Medicine / Q000592:standards*; D011795:Surveys and Questionnaires; D006113:United Kingdom