Accession Number:

ADA218061

Title:

Measuring Patient Satisfaction as a Basis for Medical Marketing and Strategic Planning

Descriptive Note:

Master's thesis

Corporate Author:

AIR FORCE INST OF TECH WRIGHT-PATTERSON AFB OH SCHOOL OF SYSTEMS AND LOGISTICS

Personal Author(s):

Report Date:

1989-12-01

Pagination or Media Count:

116.0

Abstract:

A consumer analysis and a consumer satisfaction assessment of the patient population of the USAF Regional Medical Center at Wright-Patterson AFB, OH. were conducted as a basis for medical marketing and strategic planning. A questionnaire was developed and sent to a random sample of beneficiaries to collect the demographic and satisfaction data. Five investigative questions were addressed concerning consumer satisfaction 1 Are there different levels of satisfaction between the demographic categories 2 Are there different levels of satisfaction between individuals who visit the medical center frequently compared to infrequently 3 What areas of dissatisfaction cause eligible individuals to seek care from other health care providers 4 Are there different levels of satisfaction between the health care satisfaction factors 5 Are there different levels of satisfaction between the clinics and departments of the medical center This study found that, overall, consumers were satisfied with the health care they received. Retired military were the most satisfied while active duty military personnel were the least satisfied. The two primary areas of consumer dissatisfaction were the appointment system and continuity of care. This study showed that the majority of eligible individuals who chose to switch to another health care provider did so because they had difficulty getting an appointment. Keywords Medical services surveys, Air Force medical centers, Theses

Subject Categories:

  • Medicine and Medical Research

Distribution Statement:

APPROVED FOR PUBLIC RELEASE