Management of quality of care:
User satisfaction
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Patients' Perception and Satisfaction with Health Care Professionals at Primary Care Facilities in Trinidad and Tobago
H. Singh, E.D. Haqq, and N. Mustapha, Bulletin of the World Health Organization, 1999, 77 (4)
Study; survey; findings; efficiency; waiting times
(5 pages, pdf 111kb) -
Client Satisfaction and Quality of Health Care in Rural Bangladesh
Jorge Mendoza Aldana, Helga Piechulek, and Ahmed Al-Sabir, Bulletin of the World Health Organization, 2001, 79: 512–517
Provider behaviour; respect; waiting time; cultural context
(6 pages, pdf 381kb) -
The Two Faces of Enhancing Utilization of Health Care Services: Determinants of Patient Initiation and Retention in Rural Burkina Faso
Frederick Mugisha, et al., Bulletin of the World Health Organization, 2004; 82: 572-579
Provider behaviour; quality of care; patient satisfaction; standards; choice; quality; research study results
(8 pages, pdf 573kb) -
What are the Advantages and Disadvantages of Restructuring a Health Care System to be more Focused on Primary Care Services?
Health Evidence Network, 2004, WHO Regional Office for Europe
Patient satisfaction; equity and access; health expenditure; cost benefit analysis; decision support techniques
(18 pages, pdf 236kb)
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Client-Focused Care: An Evaluation of Tools for Gathering Client Satisfaction Data
Quality Assurance Project (USAID)
Exit interviews, focus groups, types of data collectors
(2 pages, pdf 82kb) -
Client Satisfaction Evaluations
2000, WHO/MSD/MSB 00.2g
What, why, how, case examples
(38 pages, pdf 257kb) -
Conducting Customer Service Assessments
pdf, 26kb
Performance Monitoring and Evaluation TIPS #9, 1996, USAID
What is a customer service assessment, why do an assessment, who to involve, how to do it, steps, communicate results
(4 pages)