title: [Assessing user satisfaction, an objective for quality of care].
abstract: The assessment of user satisfaction constitutes a key indicator of the quality of care. It can be envisaged either as part of an internal strategy which favours the improvement of practices, an external strategy whose focus is more commercial and/or an exploratory strategy to develop care models. User satisfaction is expressed in particular through complaint letters and discharge questionnaires. These regulated schemes enable quality to be approached on an individual and collective level.
authors.affiliation: Le Lien, 1, avenue du Cap-Horn, 91968 Courtaboeuf, France. Electronic address: sene.bourgeois@wanadoo.fr.
authors.forename: Martine
authors.initials: M
authors.lastname: Séné-Bourgeois
authors.affiliation: Hôpital américain de Paris, 63, boulevard Victor-Hugo, 92200 Neuilly-sur-Seine, France.
authors.forename: Isabelle
authors.initials: I
authors.lastname: Mathieu-Chakroun
authors.affiliation: Laboratoire Éducations et pratiques de santé (EA 3412), université Paris 13, Sorbonne-Paris-Cité, 74, rue Marcel-Cachin, 93017 Bobigny cedex, France.
authors.forename: Aurore
authors.initials: A
authors.lastname: Margat
mesh_terms: D018166:Health Care Reform; D006801:Humans; D017060:Patient Satisfaction; D011320:Primary Health Care / Q000379:methods / Q000458:organization & administration / Q000592:standards; D011785:Quality Assurance, Health Care / Q000331:legislation & jurisprudence / Q000379:methods*; D058996:Quality Improvement / Q000331:legislation & jurisprudence / Q000458:organization & administration; D019984:Quality Indicators, Health Care / Q000331:legislation & jurisprudence; D011787:Quality of Health Care / Q000331:legislation & jurisprudence / Q000592:standards; D011795:Surveys and Questionnaires
keywords: assessment; complaint; discharge questionnaire; droit des usagers; plainte; quality of care; qualité des soins; questionnaire de sortie; satisfaction des usagers; user satisfaction; users’ right; évaluation