Details an approach to the assessment of organizational performance. Outlines the undertaking of a consumer survey and how feedback from people using health services can be obtained. The aim of the survey was to assess the level of individual/personal care. It included four main phases: qualitative research, questionnaire development, a pilot study and the main survey. Discusses the main survey and its findings in detail. Evaluates the work.
Witty, J. (1992), "An Approach to Customer Feedback", International Journal of Health Care Quality Assurance, Vol. 5 No. 5. https://doi.org/10.1108/09526869210020172
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