Table 4

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