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| Authors | F Camilleri K Cassar P Cassar |
| Abstract | Client satisfaction measures the extent to which a clients expectations for a good service are met. A proper measure of satisfaction includes a separate assessment of both client expectations and the quality of service provided. Quality of service is a multi-dimensional concept. A questionnaire was set up to judge quality of service provided at the Rheumatology clinic and included the following dimensions: tangible variables, reliability, responsiveness, competence, courtesy, credibility, security, access, communication and understanding of client. All patients who attended the clinic during November and December 2004 were provided with an English or Maltese version of the questionnaire that was fully explained by the clinic nurse. They were then asked to complete the questionnaire anonymously while waiting for their visit. 52 patients answered the questionnaire. 85% (44) of patients were female and the majority 86.5% (45) were above the age of 40 years. An overwhelming majority of the patients were satisfied (45.6%) or very satisfied (52%) with the overall service provided. This study demonstrated that although the majority of patients were satisfied with the overall service, an improvement in the quality / provision of support services was necessary. |
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| Journal | Malta Medical Journal |
| Volume | 15 Issue 1-2/suppl. 2003 |
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| Key words | satisfaction, rheumatology services |