Table 2. Consumer Satisfaction Ratings Used in Information Materials.
| Measure | Number of Organizations That Included the Measure (n=14) |
|---|---|
| Access to Care | |
| Waiting Time for Appointment1 | 4 |
| Waiting Time at a Physician's Office1 | 4 |
| Convenience of Physician Services | 2 |
| Choice of Doctors | 3 |
| Access to Care1 | 4 |
| Access to After Hours, Urgent Care, Emergency Care | 3 |
| Ability to See a Personal Physician When Care Is Needed | 2 |
| Communication/Interpersonal Skills | |
| Personal Treatment During Physician Services1 | 4 |
| Doctor's or Nurse Practitioner's Personal Interest in the Patient and Medical Condition (for Pediatrics and Maternity Care) | 2 |
| Experience With the Physician/Hospital | |
| Overall Satisfaction With Provider1 | 4 |
| Would Recommend Hospital to Family and Friends | 3 |
| Overall Satisfaction With Therapist | 2 |
| Quality | |
| Quality of Physician Care | 3 |
| Overall Satisfaction With Health Care1 | 7 |
| Overall Satisfaction With Hospital | 3 |
| Technical Quality of Adults' Care | 2 |
| Technical Quality of Children's Care | 2 |
| Quality of Service at Primary Care Office or Clinic | 3 |
| Hospitalized Patients Experience at Hospital | 2 |
| Overall Experience as Obstetrics Patient | 2 |
| Experience With the Plan | |
| Range of Services Covered1 | 5 |
| Overall Satisfaction With Insurance Plan or HMO1 | 8 |
| Would Recommend Insurance Plan to Others | 3 |
| Quality of Customer Service at the Health Plan | 3 |
| Satisfaction With HMO's Responsiveness to Questions and Complaints | 3 |
| Information Provided by the Plan, Customer Service, and Simplicity of Paperwork | 2 |
| Would Renew Their Membership | 2 |
| Courtesy and Helpfulness of Non-Medical Staff | 2 |
1
Most commonly used measures.
NOTES: Only measures used by at least two organizations are included. HMO is health maintenance organization.
SOURCE: Original data collected by Research Triangle Institute and Health Economics Research, 1995.