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Titolo:
Consumer satisfaction with occupational health services: should it be measured?
Autore:
Verbeek, J; van Dijk, F; Rasanen, K; Piirainen, H; Kankaanpaa, E; Hulshof, C;
Indirizzi:
Univ Amsterdam, Amsterdam Ctr Res Hlth & Healthcare, Coronel Inst Occupat & Environm Hlth, NL-1100 DE Amsterdam, Netherlands Univ Amsterdam Amsterdam Netherlands NL-1100 DE E Amsterdam, Netherlands Finnish Inst Occupat Hlth, Res & Dev Ctr Occupat Hlth Serv, Kuopio 70701, Finland Finnish Inst Occupat Hlth Kuopio Finland 70701 rv, Kuopio 70701, Finland
Titolo Testata:
OCCUPATIONAL AND ENVIRONMENTAL MEDICINE
fascicolo: 4, volume: 58, anno: 2001,
pagine: 272 - 278
SICI:
1351-0711(200104)58:4<272:CSWOHS>2.0.ZU;2-#
Fonte:
ISI
Lingua:
ENG
Soggetto:
LOW-BACK-PAIN; PATIENT SATISFACTION; GENERAL-PRACTICE; QUALITY IMPROVEMENT; CARE;
Keywords:
consumer satisfaction; occupational health services;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Clinical Medicine
Life Sciences
Citazioni:
50
Recensione:
Indirizzi per estratti:
Indirizzo: Verbeek, J Univ Amsterdam, Amsterdam Ctr Res Hlth & Healthcare, Coronel Inst Occupat & Environm Hlth, POB 22700, NL-1100 DE Amsterdam, Netherlands Univ Amsterdam POB 22700 Amsterdam Netherlands NL-1100 DE ands
Citazione:
J. Verbeek et al., "Consumer satisfaction with occupational health services: should it be measured?", OCC ENVIR M, 58(4), 2001, pp. 272-278

Abstract

Objectives-To find answers in the literature to the questions if, why, andhow consumer satisfaction with occupational health services (OHSs) should be measured. Methods-Publications about the concept of consumer satisfaction with health care and surveys of consumer satisfaction with occupational health care were reviewed. Results-For care providers, surveys of consumer satisfaction can be usefulto improve quality or as indicators of non-compliant behaviour among patients. For clients, satisfaction surveys can be helpful for choosing between healthcare providers. Satisfaction is made up of an affective component of evaluation and a cognitive component of expectations, Also, in occupationalhealthcare, patient satisfaction is measured by dimensions such as the humanness and competence of the care provider similar to health care in general. However, there are dimensions that are specific to occupational health-such as the perceived independence of the physician, unclear reasons for visiting an OHS, and the perceived extent of knowledge of OHS professionals about the patient's working conditions. Dimensions of client satisfaction aremostly similar to patient satisfaction but include more businesslike aspects. They are different for the two groups of client, employers and employees. To measure consumer satisfaction in occupational healthcare specific questionnaires must be constructed. To achieve the highest possible reader satisfaction guidelines are provided for construction of a questionnaire. Conclusions-Consumer satisfaction is a complex theoretical concept, but itis relatively easy to measure in practice and can be a valuable tool for quality improvement. Consumers' evaluations of occupational health services will become increasingly important due to changes in the organisation of occupational health care. Occupational healthcare providers are encouraged tomeasure the consumer satisfaction of their services.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 21/01/20 alle ore 01:44:29