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Patient Satisfaction Studies: Methodology, Management and Consumer Evaluation

Claire Batchelor (Research Associate, at the School of Social and Administrative Studies, University of Wales, College of Cardiff, Cardiff, UK.)
David J. Owens (Lecturer in Sociology, at the School of Social and Administrative Studies, University of Wales, College of Cardiff, Cardiff, UK.)
Martin Read (Lecturer, at the School of Social and Administrative Studies, University of Wales, College of Cardiff, Cardiff, UK.)
Michael Bloor (Director of the Social Research Unit, at the School of Social and Administrative Studies, University of Wales, College of Cardiff, Cardiff, UK.)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Article publication date: 1 December 1994

2425

Abstract

Discusses how consumer evaluation studies of health‐care services might be undertaken to provide valid assessments of consumer opinions and priorities, amenable to subsequent, effective management action. To do so, provides an account of the history of patient satisfaction surveys, presents a detailed examination of key examples, and discusses the well‐documented strengths and weaknesses of this approach. Draws attention to recent critiques of survey methods and growing interest in qualitative research focusing on the rationale that the latter provides more useful data for managers. Argues that the search for a “best” consumer evaluation method is misplaced since appropriate methods should be determined by research objectives which themselves may vary. Points to existing analyses of relevant research which offer sound methodological guidelines and concludes by offering explicit suggestions for the future conduct of consumer evaluation research.

Keywords

Citation

Batchelor, C., Owens, D.J., Read, M. and Bloor, M. (1994), "Patient Satisfaction Studies: Methodology, Management and Consumer Evaluation", International Journal of Health Care Quality Assurance, Vol. 7 No. 7, pp. 22-30. https://doi.org/10.1108/09526869410074720

Publisher

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MCB UP Ltd

Copyright © 1994, MCB UP Limited

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