Quality Improvement: Consumer Satisfaction
What is a consumer satisfaction measure?
A consumer satisfaction measure is a type of QI tool designed
to obtain feedback directly from clients/patients regarding their
perception of the quality of services rendered by your facility,
the effectiveness of those services, and the outcome. A consumer
satisfaction measure is a tool that should be a vital part of
your QI program. It can be used to assess the treatment outcome
as it relates to the initial plan of treatment and actual
services delivered.
Why should I be concerned about consumer satisfaction?
Consumer satisfaction is the determining factor for providing
a productive, ongoing association between your clients/patients
and your facility, ensuring that your client/patient will return
to your facility for follow-up or additional services, and
stimulating positive word-of-mouth referrals from former
clients/patients. A consumer satisfaction measure is vital if the
facility administrator is to evaluate the services being provided
and to ensure the desired clinical outcomes to meet the
client/patient's needs. From the feedback provided by
consumers, data can be collected that will enable the
administrator to make changes in programming for QI.
How can we measure consumer satisfaction?
Consumer satisfaction can be assessed by various measures.
Typically, satisfaction surveys or questionnaires are designed to
assess the client's perception in several areas and across
various parameters, including facilities, timeliness,
interactions with clinical and support staff, service delivery,
and patient outcomes.
With the consumer satisfaction measure a basic component of a
QI program, practitioners can obtain valuable feedback that can
be incorporated into a performance evaluation system.
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