Accession Number : ADA293395

Title :   An Assessment of Customer Satisfaction between a Family Practice and Outpatient Clinic. 95th Combat Support Hospital, Heidelberg, Germany.

Descriptive Note : Final rept. Jul 93-Apr 94,

Corporate Author : ACADEMY OF HEALTH SCIENCES (ARMY) FORT SAM HOUSTON TX HEALTH CARE ADMINISTRATI ON

Personal Author(s) : Cook, John P.

PDF Url : ADA293395

Report Date : APR 1994

Pagination or Media Count : 116

Abstract : The drawdown in U.S. Army Europe has brought with it a need to measure and assess consumer satisfaction in the area of health care. This information will allow medical units to better respond to patient needs during this stressful transition period. The management problem in this study was to measure the perceived quality of care in the Ambulatory Care Department of the 95th Combat Support Hospital (CSH). This was done by quantifying any differences in levels of satisfaction between patients seen in the Family Practice and Outpatient Clinics. The resulting information allowed suggested improvements in the health care system. This study used a quantitative research approach to collect and analyze data using a patient satisfaction survey. Once the data was collected, descriptive and inferential statistics were computed to determine the major predictors of patient satisfaction. Results of the study show that patients seen in the Family Practice Clinic enjoy higher levels of satisfaction in all established dimensions of health care. A committee was commissioned to review the results of the study and offer viable recommendations for improving identified problems. Specific recommendations were made in the areas of physical space, training, and the sickcall process.

Descriptors :   *EUROPE, *PATIENTS, *OUTPATIENT CLINICS, MANAGEMENT, FAMILY MEMBERS, QUALITY, TRANSITIONS, SPACE(ROOM), MEDICAL SERVICES, ARMY, HEALTH CARE FACILITIES.

Subject Categories : Medicine and Medical Research
      Medical Facilities, Equipment and Supplies

Distribution Statement : APPROVED FOR PUBLIC RELEASE