Gap analysis of health services. Client satisfaction surveys

1. Measurement of client satisfaction is an important component of an effective occupational health service. The key to providing an effective health service is meeting or exceeding what clients expect from the service. 2. Gap analysis, a methodology for measuring service quality gaps, consists of identifying the type of gap(s) (1 through 5) that exist, preventing client satisfaction with the service(s) provided. 3. Although it has limitations, the SERVQUAL instrument is a valid and reliable tool that can be adapted to measure service quality gaps in occupational health services.