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The outpatient experience: results of a patient feedback survey

Katherine McKinnon (Department of Public Health, The University of Liverpool, Liverpool, UK)
Paul D. Crofts (Department of Public Health, The University of Liverpool, Liverpool, UK)
Rhiannon Edwards (Department of Public Health, The University of Liverpool, Liverpool, UK)
Peter D. Campion (Department of Primary Care, The University of Liverpool, Liverpool (now at Post Graduate Medicine School, The University of Hull, Hull, UK))
Richard H.T. Edwards (Department of Medicine, The University of Liverpool, Liverpool (now at Wales Office of R&D for Health and Social Care, Cardiff, UK))

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Article publication date: 1 September 1998

1253

Abstract

Patient surveys can be used to enable hospital management to evaluate the services they provide. This study shows high levels of patient satisfaction with the quality of their consultations and the attitude shown to them by medical staff. Patient feedback shows that despite the introduction of the Patients’ Charter, waiting times from referral to appointment and delays in clinics are still identified as the main areas for improvement. Findings show that patients are, however, remarkably tolerant and understanding of the pressures and demands placed on outpatient staff.

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Citation

McKinnon, K., Crofts, P.D., Edwards, R., Campion, P.D. and Edwards, R.H.T. (1998), "The outpatient experience: results of a patient feedback survey", International Journal of Health Care Quality Assurance, Vol. 11 No. 5, pp. 156-160. https://doi.org/10.1108/09526869810230858

Publisher

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MCB UP Ltd

Copyright © 1998, MCB UP Limited

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