Conducting a patient satisfaction survey in a health-insured population : an insider's guide / Godpower Chinedu Michael, Bukar Alhaji Grema, Ibrahim Aliyu.

Format:

Book

Author/Creator:

Michael, Godpower Chinedu, author.

Grema, Bukar Alhaji, author.

Aliyu, Ibrahim, author.

Series:

SAGE Research Methods Cases : Medicine and Health.

SAGE Research Methods Cases: Medicine and Health

Language:

English

Subjects (All):

Patient satisfaction--Case studies.

Patient satisfaction.

Medical care surveys--Case studies.

Medical care surveys.

Physical Description:

1 online resource.

Place of Publication:

London : SAGE Publications Ltd., 2020.

Summary:

Consumer satisfaction surveys are important measures of service quality worldwide. They form bases for policy decisions that improve how services are rendered. However, behind these survey findings are important considerations of how surveys progress from conceptualization to outcome data. This case study illustrates the practicalities of how a hospital-based satisfaction survey was carried out from an investigator's perspective. From a clinical practice scenario, a research question, "What is the level of satisfaction of health-insured patients (enrollees') with services of a Nigerian outpatient clinic?" was conceptualized. A research plan/proposal was then developed and ethical approval obtained. In this plan, which was eventually carried out, there were clear specific objectives to answer the research question; a descriptive cross-sectional design that is appropriate for the study; and clear inclusion criteria. A representative sample size was estimated, to be drawn from a potential 1,000 enrollees during the 4-week study period; a systematic random sampling method was used to select study participants without bias; a reliable data collection tool was chosen and the modified general practice self-administered questionnaire was used with proper planning for its administration; and provision was made for data management and analysis. The findings were presented to hospital management during departmental clinical presentation, and subsequently published in a peer-reviewed journal. The study findings were pivotal in the hospital's decision to expand the National Health Insurance Clinic to improve service delivery.

Notes:

Includes bibliographical references and index.

Description based on XML content.

ISBN:

1-5297-4294-3

9781529742947

OCLC:

1162501285