Case Study

$[4]$

As discussed previously, one common method of measuring customer satisfaction in healthcare involves conducting a survey. Figure $7\mathrm{.}11$ shows a survey that was used in a healthcare organization. Critique this survey against the criteria listed in the preceding discussion of survey design, giving careful consideration to factors such as format, wording, and appearance.

Figure $7\mathrm{.}14.$ Sample survey instrument for the case study

sss Questionnaire

Date of Short$-$Stay Surgen Type of Procedure $q,$

Your general impression of the hospital:

$q,$ Excellent $q,$ Good $q,$ Average $q,$ Poor

When you spoke with the staff prior to surgery, were they courteous? $q,$ Yes $q,$ No

Did they answer your questions about SSS satisfactorily?

$q,$

$q,$ No Comments: $q,$

$q,$ Yes $q,$ No Comments:

Were your accommodations in the SSS room:

a$.$ Clean Yes $q,$ No $q,$ No $q,$ b$.$ Comfortable Yes $q,$ No $q,$

Treatment by other hospital personnel:

$\backslash$table$[[$Recovery$,$exc,good,$\backslash$table$[[$needs$],[$improvement$]],$poor$],[$Concern$,,,,$