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An Introduction to Obtaining the Views of Users of Health Services

An Introduction to Obtaining the Views of Users of Health Services


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About the Book

Since the Griffiths Report and the Government 1989 White Paper "Working for Patients", service providers at all levels have become aware of the need to improve service quality so that it reflects the needs of the users. This is the first volume in a series of practical guides for care professionals and is aimed at those who may be keen to implement consumer feedback systems but are unsure how to structure and conduct their survey. It covers aspects of consumer feedback including the different types of user, aims, methods and analysis. There is a section of useful contact organizations and the work is extensively referenced. The second book in the series focuses on obtaining the views of outpatients.

Table of Contents:
Part 1 Introduction: accuracy - alternatives to the patient satisfaction measure; usefulness - what is a customer service oriented culture? Part 2 Types of service user: important differences between users - whether a current user or not; types of service being used; social category; knowledge of NHS culture; different approaches for different types of user - children; elderly people; black and minority service users; those suffering from a mental illness; people with learning difficulties; outpatients; customer related questions to ask before starting a feedback exercise. Part 3 Aims: planning service provision; setting service standards; monitoring service standards; service evaluation; service review; public relations; patient education; customer relations; purchasers and providers; aim related questions to ask before starting a feedback exercize. Part 4 Methods: what counts as evidence?; quantitative methods - the questionnaire survey; limitations of the questionnaire survey; overcoming the limitations of the questionnaire survey; sampling; population surveys; qualitative methods - self-completion questionnaires; interviews; discussion groups; observation; keeping a diary; patient advocates; liaison officer; patients' council; health forum; advisory groups; public meetings / user consultation days; method related questions to ask before starting a feedback exercize. Part 5 Analysis of data: qualitative and quantitative data analysis - validity; reliability; collation of data; analysis of data; analysis, research objective and aim. Part 6 Dissemination of results: the medium; the audience. Part 7 Planning consumer feedback activities: a consumer feedback programme - aims; objectives; the consumer feedback project. Part 8 Checklist of questions to ask before starting.


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Product Details
  • ISBN-13: 9780903060851
  • Publisher: King's Fund
  • Publisher Imprint: King's Fund
  • Height: 235 mm
  • Width: 155 mm
  • ISBN-10: 090306085X
  • Publisher Date: /03/1991
  • Binding: Paperback
  • Weight: 189 gr


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