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From customer satisfaction survey to corrective actions in laboratory services in a university hospital.

Authors
Type
Published Article
Journal
International journal for quality in health care : journal of the International Society for Quality in Health Care / ISQua
Publication Date
Volume
18
Issue
6
Pages
422–428
Identifiers
PMID: 17003077
Source
Medline
License
Unknown

Abstract

Satisfaction survey is a screening tool that identifies topics of dissatisfaction. Without further clarifications, it is not possible to find out the specific problems of customers and to undertake targeted corrective actions. Customer-specific corrections are rarely seen as improvements in overall satisfaction rates.

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