Customer Satisfaction in Healthcare: Data Collection and Analysis

CUSTOMER SATISFACTION 1
Customer Satisfaction
By (Name)
Course
Instructor’s Name
Institutional Affiliation
The City and State
The Date

CUSTOMER SATISFACTION 2
Design of primary Data collection tools.
There are number of data collection tools that could be used in collecting data related to
the factors that influence the satisfaction of Patients in private and public healthcare services
within Australia. These tools include; use of focus groups, Questionnaires and surveys,
Experimentations and trials, observations, and In-depth interviews (Anastasia 2015). Using focus
groups in market research involves questioning of a given group of individuals within a given
arena about their preference and tastes on the provided goods and services; Group members
should possesse similar demographic factor and should be chosen according to targeted
audience. The observation primary data collection technique involves the evaluation of behaviors
of participants either through communication and interactions or no interactions. The other
primary data source is through In-depth Interviews where the quality of healthcare to the citizens
could be estimated through carrying out interactions between respondent and moderator; through
using these form of interview there are no restriction to certain sets of questions rather exists
inform of conversation with target customers and in this case there are the patients (Anastasia
2015). The other primary data source is the application b of survey and questionnaires; this is
always referred to as the most effective and superb method for conduction of primary research.
Action research plan
Diagram illustrating the Research Plan.
ACTION RESEARCH PLAN
Goal: Description of the different factors that influence the satisfaction of Patients through
promoting responses to their complains, promotion of adequate care, safe health environment,

CUSTOMER SATISFACTION 3
and others in private and public healthcare centers within Australia
Outcome(s) Activities Resource(s
)
Person(s)
responsible
Timeline;
Start/End
Evaluation/
Benchmark
Solving
the patients
complains
Outlining the
different
unsolved
complains for
the patients
(Anastasia
2015)
Healthcare
givers
October
2018 to
Decembe
r 2018
Pre/post
patient survey
promotion
of adequate
care
Establishment of
training sessions
to different
healthcare givers
(Al-Abri &
Al-Balushi
2014)
Healthcare
givers
Pre/post
patient and
health giver
survey
safe health
environmen
t
Thorough
supervision of
the environment
Environment
specialists
Pre/post
environment
supervision
and checkup
Figure 1: Table showing the research plan.
Questionnaire design.
In an increasing market competition among different healthcare givers, healthcare
managers must aim on obtaining excellent or high ratings of satisfying patients so as to cause an
improvement in quality of delivery of services. A cross-sectional study is to be conducted within
different parts of Australia.

CUSTOMER SATISFACTION 4
Subjects.
A stratified sample of 172 healthcare givers is to be recruited from both private and
public health centers. These will be in position to offer research minimamully to 2400
patients/expected participants. These are from both rural and urban health center locations. This
study is to include patients who are above 18 years and have experience in general practice (Al-
Abri & Al-Balushi 2014).
Questionnaire procedures.
Interviews are to be conducted in any random week day except Friday and Monday.
Variables, scales and Instruments.
When conducting the Interview, the Australian Hospital Patient Experience Question Set
(AHPEQS) would be used. The document contains 12 questions along with their responses
(Australian Commission on Safety and Quality in Health Care 2018). The choice of the
responses to be chosen by the participant falls under "Always, Mostly, sometimes, rarely, and
never". This questionnaire set was endorsed by Australian Health Minister's Advisory Council in
2017(November) as a licensed and valid Patient Experience Question set in Australia .Depending
on the responses of the patients as customers, their satisfaction will be rated on 5 scale point as
being excellent, very good, good, fair, and poor (Australian Commission On Safety And Quality
in Health Care 2018).
The following figures illustrate the different questions as set by the AHPEQS