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Related Experiment Videos

Satisfaction with health services: some policy implications

E Berkanovic, A C Marcus

    Medical Care
    |October 1, 1976
    PubMed
    Summary
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    Consumer satisfaction with health services is crucial for health policy. This study proposes criteria to ensure satisfaction data informs organizational policy and influences patient behavior when choices exist.

    Area of Science:

    • Health Services Research
    • Health Policy Analysis
    • Organizational Behavior

    Background:

    • Consumer satisfaction is a common metric in health services research.
    • Its direct relevance to health policy, particularly at the organizational level, is often unclear.
    • Existing research frequently measures satisfaction without establishing clear policy implications.

    Purpose of the Study:

    • To define criteria for assessing the policy relevance of consumer satisfaction with health services.
    • To establish how satisfaction can inform organizational-level health policy.
    • To guide future research in maximizing the policy impact of satisfaction studies.

    Main Methods:

    • The study proposes a two-criterion framework for evaluating policy relevance.

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  • Criterion 1: Satisfaction must stem from organizational actions controllable by policy.
  • Criterion 2: Satisfaction must influence patient behavior when choices are available.

    • Main Results:

    • The paper presents data supporting both proposed criteria.
    • Evidence suggests that consumer satisfaction is linked to organizational behaviors amenable to policy intervention.
    • Data indicate that satisfaction influences patient choices and organizational behavior.

    Conclusions:

    • Consumer satisfaction with health services can be a relevant policy variable if specific criteria are met.
    • Future research should focus on demonstrating the link between satisfaction, organizational actions, and patient behavior.
    • Implementing these criteria will enhance the utility of satisfaction studies for health policy.