A question of time - The choice of the optimal time for a patient interview [Eine frage der zeit - Die wahl des optimalen zeitpunktes für eine patientenbefragung]

Abstract

The orientation on the contentment of the patients/customers is crucial for quality management. To find the best opportunity for a survey regarding the contentment of patients/customers, is restricted by different characteristics of services. Surveys before measures can only describe expectations of patients/customers. Surveys during or after an intervention measure could be influenced by recent impressions. This article compares selected results of two surveys. Both have been done at different points of time with patients who took part in a prevention measure in Osnabrück. Mutualities and differences are analyzed and the best opportunity for a survey of costumers/patients should be discovered.