| Summary |
A collaborative project between the National Department of Health and the Initiative for Sub-district Support, as part Health Systems Trust
The main objective in undertaking this research study is to develop an instrument that will measure
the satisfaction levels of clients utilising hospitals in South Africa. The client satisfaction tool (CS
Tool) included in this guide drew on the experience of measuring client satisfaction at two district
hospitals, East Griqualand and Usher Memorial Hospital in Kokstad and Gordonia Hospital in
Upington. Experience was also drawn from a number of international studies, particularly from
Ghana, the United States of America and the United Kingdom. |
| More Details |
The set of indicators used in the CS Tool is comprehensive, in that it includes all factors pertaining
to the process of health care delivery identified as important to patients. Therefore, if a health
facility performs well on all of these it will almost certainly be satisfying its patients. This has
important implications for how to make services more responsive to clients' expectations and
improve satisfaction.
This guide outlines how best to administer the CS Tool or questionnaire. There is a step-by-step
guide to the process and check list which can be used to assist in organising the gathering of the
data.
Client Satisfaction
Measuring Client or patient satisfaction has become an integral part of hospital/clinic management
strategies across the globe. Moreover, the quality assurance and accreditation process in most
countries requires that the satisfaction of clients be measured on a regular basis.
Who should use this manual
Client Satisfaction Tools (CS Tool) should be a key instrument in any hospital/clinic management
strategy, provided the CS tool has been well designed and is administered in a scientific manner.
To ensure full participation from the client, the CS tool must be easily understood, and it must take
cognisance of the clients ability to complete the survey while still maintaining confidentiality.
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| Keywords |
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