IV. Health services research; the case of the outpatient department

The main findings of the series of operational and satisfaction studies in the outpatient department of Machakos Hospital (1968-1972) were presented as a case study of evaluation research. The relevant theoretical aspects of evaluation research in the ambulatory care setting are reviewed. In an attempt to feed back the implications of the above studies for planning and management of services, for training of staff and for future research are presented.