Determination of consumer satisfaction: a basic step for quality improvement of an occupational hygiene service

In order to define priorities for improvement of the Occupational Hygiene Service, Institute for Occupational Health, Tel Aviv University, consumer satisfaction was evaluated by postal questionnaire. The questionnaire covered items on service accessibility and quality, including staff courtesy and respect for the consumer, cost, satisfaction with the service in general over time, and satisfaction with the last service received, and was sent to all 144 regular clients of the institute during the years 1990 and 1991. Satisfaction items were rated from 1 (not at all satisfied) to 5 (completely satisfied). Multivariant analysis showed that: (i) satisfaction with the waiting period for the last service report and satisfaction with the courtesy of the last service and respect for the consumer had the strongest influence on general satisfaction with the service over time; (ii) satisfaction with the waiting period for the last service report was also the most important component in satisfaction with the last service received. Despite the increasing interest in Israel in health service costs, and because the price of the service is subsidized (50%), this item was not found to be significant with regard to satisfaction with the service. In conclusion, we recommend the use of this relatively easy and inexpensive methodology which allowed us to define precisely the key factor for service improvement, ie the waiting period for the service report.