Table 2

Characteristics and results of surveys on patient and client satisfaction with occupational health services (OHS) or occupational health (OH) programmes

Author	OH intervention evaluated	Measurement instrument	Setting	Study participants	Results
Patient surveys:
Conbere et al, 199230	Case management programme	Mailed questionnaire on 16 aspects of case management; 5 point Likert scale	OHS, USA	n=61 Participants in case management programme past 4 years	55% Very satisfied or satisfied, average score 3.37

Rogerset al, 199331	OH programme on care and prevention, mainly periodic health examinations	Mailed questionnaire on aspects of consultation process and administrative aspects; 5 point Likert scale	OHS related to one pharmaceutical company, USA	n=494 Employees visiting OHS one week before questionnaire in three months period	62–77% Very satisfied with doctor 64–80% Very satisfied with nurse, average score 4.5–4.8

Bosmaet al, 199632	Rehabilitation of sick workers	Questionnaire with 16 items on satisfaction; 5 point Likert scale	20 Occupational physicians from different OHSs, the Netherlands	n=166 Patients directly after visit	97% Very satisfied or satisfied, average satisfaction score 4.3

Kujala and Vaisänen, 199733	OHS in general	Mailed questionnaire with 4 point Likert scale	Wood processing company, Finland	n=546 Employees (377 made use of OHS in past 6 months)	76% High degree of satisfaction in general 84% High degree of satisfaction after visit in past 6 months

Antti-Poikaet al, 199834	OHS in general	Mailed questionnaire with 7 point scale ranging from 4 to 10	Two companies in Finland	n=1266 Employees	Average satisfaction score 8.7

Mitchellet al, 199935	OH programme	Questionnaire on service quality with 25 items; 5 point Likert scale	Government office, USA	n=200 Randomly chosen employees	Average satisfaction score 3.8–4.1

Plomp, 199936	Rehabilitation, consultation, health examination	Interviews: were you satisfied? 3 point scale: positive, moderate, negative	OHS of three companies, the Netherlands	n=286 Employees that visited OHS in past year	38%–76% Satisfied

Van der Weide et al, 199937	Occupational rehabilitation for low back pain	Questionnaire on several dimensions of satisfaction; 24 items; 5 point Likert scale	Eight OHS participating in randomised controlled trials	n=59 Patients rehabilitated according to guidelines by occupational physicians	Mean (SD) score 66(16) % of maximum attainable score; score 11 points higher if guidelines were followed better

Client surveys:
Wood et al, 198738	OHS in general	Questionnaire yes or no satisfied, average percentage satisfied	OHS related to 32 firms, Australia	n=143 Managers (n=32), employees (n=76), OH professionals (n=35)	Employees less satisfied than managers

Kahan et al, 199539	Occupational hygiene services	Postal questionnaire; 5 point Likert scale	Occupational Hygiene Service, Israel	n=144 Clients during a 2 year period	76.1% Mostly or completely satisfied with services in general

Weel et al, 199640	New form of service delivery of OHS	Interview	OHS related to seven firms in the Netherlands	n=7 Company officials	Opinion on quality of OHS was more positive after than before experiment

Dyck, 199641	OHS, managed rehabilitation care (MRC) and employee assistance programme (EAP)	Questionnaire about service quality; gaps between expectations and providers perceptions	OHS gas and oil company, Canada	n=57 OHS, n=48 MRC, n=17 EAP, Employees, managers and caregivers	No gaps between clients' expectations and providers' perceptions; quality high

Hooiveldet al, 199917	OHS in general	Postal questionnaire; 5 point Likert scale; 10 point general satisfaction rating.	All OHSs in the Netherlands	n=481 Workers' councils	50% Satisfied or very satisfied with OHS; average satisfaction rating 5.3 to 6.8 (out of 10)