Searching for the most suitable tool to measure satisfaction with healthcare: the importance of patient discontent
User´s satisfaction is an important tool to evaluate the performance of healthcare services. This paper aims to provide the most suitable measure of quality assessment that can help policy-makers in the design and implementation of programs oriented to successfully increase healthcare satisfaction. In doing so, a comparative study is proposed to simultaneously study the effects of individual and market characteristics on two alternative measures of user’s quality assessment, namely: (1) level of confidence with the service provided (5-point Likert scale response), and (2) whether or not you would recommend the service to a friend or relative (dichotomous response). Results indicate that there seems to be an invariant relationship between the two alternative variables and the latent and unobserved variable on users’ global satisfaction opinion or service quality assessment. However, when considering the different dimensions of the service provided, there is a different ranking on the relevance of these dimensions, with the relative importance for the 5 points variable being more equilibrated than the binary choice one. This observation has important implications for health policy management. It is suggested that the dichotomous response is a better tool to highlighting areas of patient discontent.
|Date of creation:||2005|
|Date of revision:|
|Contact details of provider:|| Web page: http://www.d-andalucia.csic.es/iesa.htm|
More information through EDIRC
When requesting a correction, please mention this item's handle: RePEc:esa:iesawp:0504. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Luis Miguel Miller)The email address of this maintainer does not seem to be valid anymore. Please ask Luis Miguel Miller to update the entry or send us the correct address
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.