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Overcoming Clinicians Resistance to Consumer Satisfaction Surveys

Overcoming Clinicians Resistance to Consumer Satisfaction Surveys Conducting a consumer satisfaction survey can be fraught withdifficulties. Although these difficulties are rarely discussed, they maybias the research by influencing the nature of the data which arefinally reported in the survey results. Discusses problems and offerssolutions regarding control and compliance, acknowledging objectors,ownership of the project, ownership ofpatients, professional rivalries, who should be assessed, how questionsshould be asked, how results should be reported and who should undertakethe survey. Concludes with ten questions to ask oneself beforeconducting a customer or patient satisfaction survey for a healthservice. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Management in Medicine Emerald Publishing

Overcoming Clinicians Resistance to Consumer Satisfaction Surveys

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0268-9235
DOI
10.1108/02689239210017974
Publisher site
See Article on Publisher Site

Abstract

Conducting a consumer satisfaction survey can be fraught withdifficulties. Although these difficulties are rarely discussed, they maybias the research by influencing the nature of the data which arefinally reported in the survey results. Discusses problems and offerssolutions regarding control and compliance, acknowledging objectors,ownership of the project, ownership ofpatients, professional rivalries, who should be assessed, how questionsshould be asked, how results should be reported and who should undertakethe survey. Concludes with ten questions to ask oneself beforeconducting a customer or patient satisfaction survey for a healthservice.

Journal

Journal of Management in MedicineEmerald Publishing

Published: Mar 1, 1992

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