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 |