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Title
Surveying consumer satisfaction to assess managed-care quality: current practices.
First Author
Gold, Marsha
Date of Pub
1995 Summer
Pages
155-173
Volume
16
Issue
4
Other Authors
Wooldridge, Judith
Abstract
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.
Abstract Continued
N/A
MeSH
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
NTIS Number
PB99-106445