How to use patient survey results to establish managerial objectives

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How to use patient survey results to
establishmanagerial objectives

• Andrew Thompson
• School of Social and Political Studies
• University of Edinburgh

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Managerial objectives

• Patient-centred services
• Consumer perspective
• Responsive provision based on what (patients
  say) they want
• Co-producer perspective
• Collaboration between patients, professionals
  and managers
• Meeting needs and, where appropriate, wants

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Quality Dimensionsstakeholder understanding
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Levels of management

• Strategic
• Need broad indicators
• Principles
• Good level of explanation
• Discriminatory capacity
• Parsimony
• Operational
• Need detailed indicators
• Reports and assessments
• Need system of assigning priority

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Types of measure

• Attribute measures (manifest)
• Latent measures dimensions
• Measures of importance
• Measures of satisfaction
• Measures of dissatisfaction

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Management Challenges

• To ensure patients perspectives are included in
  decisions about services
• To determine the weight patients give to the
  different aspects of health care delivery
• To determine how to reconcile the perspectives
  of patients, professionals and managers