[Assessing user satisfaction, an objective for quality of care]

Abstract

The assessment of user satisfaction constitutes a key indicator of the quality of care. It can be envisaged either as part of an internal strategy which favours the improvement of practices, an external strategy whose focus is more commercial and/or an exploratory strategy to develop care models. User satisfaction is expressed in particular through complaint letters and discharge questionnaires. These regulated schemes enable quality to be approached on an individual and collective level.

Keywords: assessment; complaint; discharge questionnaire; droit des usagers; plainte; quality of care; qualité des soins; questionnaire de sortie; satisfaction des usagers; user satisfaction; users’ right; évaluation.