HOME HELP FEEDBACK SUBSCRIPTIONS ARCHIVE SEARCH TABLE OF CONTENTS		QUICK SEARCH:   [advanced] Author: Keyword(s): Year:  Vol:  Page:

This Article Full Text (PDF) Alert me when this article is cited Alert me if a correction is posted Services Email this article to a friend Similar articles in this journal Alert me to new issues of the journal Download to citation manager Citing Articles Citing Articles via Google Scholar Google Scholar Articles by Granik, S. Search for Related Content PubMed Articles by Granik, S.

Fair comment means fair assessment: how specialist trainees benefit from direct measurement of consumer opinion

RCOG Consumers' Forum, RCOG, 27 Sussex Place, Regent's Park, London, NW1 4RG and Visiting Research Associate, Department of Industrial Relations, London School of Economics, Houghton Street, London, WC2A 2AE, UK. e-mail: s.d.granik{at}lse.ac.uk

Direct measurement of consumer satisfaction with specialist trainees reduces the potential for unfairness inherent in the current system for assessing the quality of specialist trainee interaction with consumers. This article describes research undertaken by the Consumers' Forum to identify a fairer measure of consumer satisfaction for inclusion in the training assessment process. Three instruments for measuring consumer satisfaction were identified from peer-reviewed journals and benchmarked against criteria including use in appraisal processes and congruence with consumer-driven service quality dimensions. The Doctors Interpersonal Skills Questionnaire was selected as the Forum's preferred mechanism for measuring consumer opinion of specialist trainees.

Keywords Keywords / assessment / consumer satisfaction / patient-doctor interaction / service quality / specialist trainees