Dear Rajendra,
I have to agree with you for two reasons
1. There is a lack of theoretical work done on the concept and
measurement of satisfaction. As a result, we don't really know what the
dimensions of the appraisal process are (e.g. is it waiting time that
matters or degree of understanding shown by the doctors) and we don't
know how these variables inter-relate. When I say we don't know what I
mean is we haven't tested it in a theoretical framework yet.
2. We still aren't sure of the relationship of expectations in the
satisfaction process. And this may be important in your case David. Do
the islanders expect a lesser service due to their circumstances or
alternatively do they expect a better service because greater effort
should be made by the GPs because of the infrequency of the service or
again because of their circumstances being taken into account. I've
recommended trying to standardise expectations by producing a service
standard and people rating their satisfaction against the service
standard rather than their general past (unknown) service experiences.
Doing a short qualitative study might address some of these issues.
I don't know if that's helped and if others on the list agree.
Sincerely,
Ciaran.
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* Dr. Ciaran Browne
* Mental Health Section Phone: 01 - 6761176
* Health Research Board, Fax: 01 - 6611856
* 73 Lower Baggot Street, E-mail: [log in to unmask]
* Dublin 2, Ireland.
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> -----Original Message-----
> From: Dr. Rajendra Yadav [SMTP:[log in to unmask]]
> Sent: Wednesday, December 09, 1998 2:17 PM
> To: [log in to unmask]
> Subject: Re: GP CUSTOMER SATISFACTION
>
> Dear David
>
> It may be helpful to do a short qualitative study
> before you do the quantitative study for greater
> face validity. Otherwise, there is always a risk
> imposing your own structures and assumptions in
> a customer satisfaction survey. This is especially
> true if you are doing this survey for the first
> time on the "3 remote islands".
>
> I would like to know the views of the other
> list-members on this?
> __________________________________________________
>
> Dr David Evans wrote:
>
> > We want to undertake a customer satisfaction
> > survey of the range of services provided by the
> > gp on 3 remote islands. Does anyone have any
> > references to similar research? Thanks
> > Dr David. S. Evans
>
> --
>
> Regards
>
> Rajendra
>
> _______________________________________________________________
>
> Dr. Rajendra Yadav, MD, DNB (Lecturer)
>
> Department of PSM, KEM Hospital, Mumbai (Bombay), India 400 012
>
> email: [log in to unmask]
>
> phone: +91-022-4136051 (office) || +91-022-8114982 (residence)
> _______________________________________________________________
>
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