An important component of consumer engagement is the consumers’ perceptions of the service provided. It is the consumers’ experience whilst in hospital and the subsequent assessment of the experience by the consumer, that can inform Queensland Health on the quality of care received during that time. Patient satisfaction surveys are a systematic way of gaining evidence on that experience.
Surveys can be conducted via a range of methods such as written questionnaires, telephone interview, focus groups and individual interviews.
These surveys typically cover the following areas of care but can also include specific topics of interest eg. for mothers a question may be asked about post-birth advice given.
| A more detailed account of how Queensland conducts patient satisfaction surveys is in the: Guide to Conducting Consumer Satisfaction Surveys |
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