Health Care Users’ Satisfaction

The indicator measures the proportion of the target group members who were satisfied with a given health service.

Collect the following data by conducting individual interviews with a representative sample of your target group members:

RECOMMENDED SURVEY QUESTIONS (Q) AND POSSIBLE ANSWERS (A)

Q1: To what extent were you satisfied with [specify the health service]? Would you say that you were “very satisfied”, “fairly satisfied”, “fairly unsatisfied” or “very unsatisfied”?

A1: very satisfied / fairly satisfied / fairly unsatisfied / very unsatisfied

(the following question is not mandatory; ask it only if the previous answer is rather unsatisfied or very unsatisfied)

Q2: Why were you not satisfied?

A2: (multiple options possible; pre-define answer options based on the context and pre-testing)

To calculate the indicator's value, divide the number of respondents who reported to be "very satisfied" or "fairly satisfied" by the total number of respondents. Multiply the result by 100 to convert it to a percentage.  

Disaggregate the data by gender, wealth, and other criteria (e.g. ethnicity).

1) Instead of asking about general satisfaction, consider focusing on a specific aspect of the service, such as its quality, price or health staff’s attitudes.