Overcoming Clinicians′ Resistance to Consumer Satisfaction Surveys

Abstract

Conducting a consumer satisfaction survey can be fraught with difficulties. Although these difficulties are rarely discussed, they may bias the research by influencing the nature of the data which are finally reported in the survey results. Discusses problems and offers solutions regarding control and compliance, acknowledging objectors, “ownership” of the project, “ownership” of patients, professional rivalries, who should be assessed, how questions should be asked, how results should be reported and who should undertake the survey. Concludes with ten questions to ask oneself before conducting a customer or patient satisfaction survey for a health service.

Citation

MacLachlan, M. and McAuliffe, E. (1992), "Overcoming Clinicians′ Resistance to Consumer Satisfaction Surveys", Journal of Management in Medicine, Vol. 6 No. 3, pp. 52-56. https://doi.org/10.1108/02689239210017974