Surveying consumer satisfaction to assess managed-care quality: current practices.
Date of Pub
Growing interest in using consumer satisfaction information to enhance quality of care and promote informed consumer choice
has accompanied recent expansions in managed care. This article synthesizes information about consumer satisfaction surveys
conducted by managed-care plans, government and other agencies, community groups, and purchasers of care. We discuss survey
content, methods, and use of consumer survey information. Differences in the use of consumer surveys preclude one instrument
or methodology from meeting all needs. The effectiveness of plan-based surveys could be enhanced by increased information
on alternative survey instruments and methods and new methodological studies, such as ones developing risk-adjustment methods.
Cultural Characteristics : Data Collection : Ethnic Groups : Health Services Research/methods : Managed Care Programs/organization
& administration/standards : Medicaid/organization & administration/standards : Medicare/organization & administration/standards
: Patient Satisfaction/statistics & numerical data : Pilot Projects : Quality of Health Care/standards : Social Responsibility
: Support, U.S. Gov't, P.H.S. : United States