Guidelines for surveys of consumer satisfaction with occupational health services (OHSs)
Questionnaire: |
Include items on more dimensions; if used for quality improvement ask about negative experiences |
Questions: follow process chronologically, do not use double negatives, try response first in a pilot, reverse wording to avoid response acquiescence |
Answer possibilities: use of a personal referent, 5 point Likert type scale, answers: agree or disagree |
Use anonymous questionnaires |
Sample: |
Use a systematic sample: every 10th patient, first consecutive 50 patients, minimise non-response |
Timing: |
Directly before or after visit to OHS |
Measuring performance: |
Rate satisfaction with a number 0–10 |
Analysis: |
Use a computer programme such as SPSS for analysis |
Use very satisfied or dissatisfied answers only |
Add answers up to scales or a total sum |