Health centres' view of the services provided by a university hospital laboratory: Use of satisfaction surveys
| Autor: | Arto Pakarinen, Paula Irmeli Oja, Timo Kouri |
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| Rok vydání: | 2010 |
| Předmět: |
Service (business)
Quality management Quality Assurance Health Care business.industry Public Health Environmental and Occupational Health MEDLINE Medical laboratory Community Health Centers Consumer Behavior Laboratories Hospital Specimen Handling Hospitals University Nursing Surveys and Questionnaires Health care Humans Medicine Original Article Customer satisfaction Medical Record Linkage Family Practice business Quality assurance Finland Consumer behaviour |
| Zdroj: | Scandinavian Journal of Primary Health Care. 28:24-28 |
| ISSN: | 1502-7724 0281-3432 |
| Popis: | Customer orientation has gained increasing attention in healthcare. A customer satisfaction survey is one way to raise areas and topics for quality improvement. However, it seems that customer satisfaction surveys have not resulted in quality improvement in healthcare. This article reports how the authors' university hospital laboratory has used customer satisfaction surveys targeted at the health centres in their hospital district. Closed-ended statements of the questionnaire were planned to cover the essential aspects of laboratory services. In addition, an open-ended question asked what was considered to be the most important problem in services. The questionnaires were sent to the medical directors of the health centres. The open-ended question proved to be very useful because the responses specified the main problems in service. Based on the responses, selected dissatisfied customers were contacted to specify their responses and possible corrective actions were taken. It is concluded that a satisfaction survey can be used as a screening tool to identify topics of dissatisfaction. In addition, further clarifications with selected customers are needed to specify the causes for their dissatisfaction and to undertake proper corrective actions. |
| Databáze: | OpenAIRE |
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