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The Effect of Eliciting Unexpressed Desires of Patients in Satisfaction Studies


Affiliations
1 School Health Services Municipal Corporation of Delhi (North) Delhi
2 Integrated District Health Society (North) Delhi
     

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The study was conducted to understand the expectations and to evaluate the satisfaction of Out Patients with the specific objective of determining whether administration of an expectation survey to the patients had any effect on the scores of satisfaction survey. The goal was to find if bringing out the unexpressed desires of patients was helpful in satisfaction studies. Two questionnaires, a Patient Expectation Survey and a Patient Satisfaction Survey consisting of seventeen service components/factors and one general expectations/satisfaction item were devised. The results showed that patients who were administered an expectation survey were in a better position to evaluate the services and responded to the satisfaction survey accordingly.

Keywords

Patient Expectation, Patient Satisfaction, Out-patient
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  • The Effect of Eliciting Unexpressed Desires of Patients in Satisfaction Studies

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Authors

Mandeep Jot Singh
School Health Services Municipal Corporation of Delhi (North) Delhi
Rupinder Kaur
Integrated District Health Society (North) Delhi

Abstract


The study was conducted to understand the expectations and to evaluate the satisfaction of Out Patients with the specific objective of determining whether administration of an expectation survey to the patients had any effect on the scores of satisfaction survey. The goal was to find if bringing out the unexpressed desires of patients was helpful in satisfaction studies. Two questionnaires, a Patient Expectation Survey and a Patient Satisfaction Survey consisting of seventeen service components/factors and one general expectations/satisfaction item were devised. The results showed that patients who were administered an expectation survey were in a better position to evaluate the services and responded to the satisfaction survey accordingly.

Keywords


Patient Expectation, Patient Satisfaction, Out-patient

References