The Outpatient Satisfaction Questionnaire (OSQ-37): Executive Summary

by Ron D. Hays

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In Fall 1989 through Winter 1990 a survey of employees with health care coverage who submitted claims for outpatient care--the Outpatient Satisfaction Questionnaire (OSQ-37)--was conducted to address three questions: How do employees rate their medical care overall? Were employees' ratings related to the number of visits or the length of the time enrolled? Were ratings related to their characteristics, like age, educational level, or health status? The methods and results of this survey are presented in this paper. Employees rated interpersonal and technical aspects of their care highest and were least satisfied with financial matters and the cost of care. Because financial aspects were rated lowest, this may be an important area for future improvement efforts.

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