An Assessment of Customer Satisfaction between a Family Practice and Outpatient Clinic. 95th Combat Support Hospital, Heidelberg, Germany.
Abstract
The drawdown in U.S. Army Europe has brought with it a need to measure and assess consumer satisfaction in the area of health care. This information will allow medical units to better respond to patient needs during this stressful transition period. The management problem in this study was to measure the perceived quality of care in the Ambulatory Care Department of the 95th Combat Support Hospital (CSH). This was done by quantifying any differences in levels of satisfaction between patients seen in the Family Practice and Outpatient Clinics. The resulting information allowed suggested improvements in the health care system. This study used a quantitative research approach to collect and analyze data using a patient satisfaction survey. Once the data was collected, descriptive and inferential statistics were computed to determine the major predictors of patient satisfaction. Results of the study show that patients seen in the Family Practice Clinic enjoy higher levels of satisfaction in all established dimensions of health care. A committee was commissioned to review the results of the study and offer viable recommendations for improving identified problems. Specific recommendations were made in the areas of physical space, training, and the sickcall process.
Document Details
- Document Type
- Technical Report
- Publication Date
- Apr 01, 1994
- Accession Number
- ADA293395
Entities
People
- John P. Cook
Organizations
- Academy of Health Sciences