La mesure de la satisfaction des usagers dans le domaine de la santé et des services sociaux

l’expérience de la Régie régionale Chaudière-Appalaches

Authors

  • André Prévost
  • Andrée Fafard Régie Régionale de la santé et des services sociaux de la Chaudière-Appalaches Sainte-Marie, Québec
  • Marc-André Nadeau Université Laval Québec, Québec

DOI:

https://doi.org/10.3138/cjpe.013.001

Abstract

The decision-making process adopted by the Chaudière-Appalaches regional authority and public health and social service institutions is characterized by the use of democratic procedures. Traditionally, the decision-making process in this sector relies on reviews by administrators and service providers. In addition, the information systems designed to aid decision-making are, in the great majority of cases, oriented toward controlling the cost, volume, and kind of services delivered. The experience of the regional authority, measuring user satisfaction in six types of institutions, allowed the validation of a taxonomy of services applicable to a range of services, in partnership with the networks of institutions targeted. This taxonomy is the foundation for developing common instruments for comparisons among different services and service areas.

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Published

1998-03-01

How to Cite

Prévost, A., Fafard, A., & Nadeau, M.-A. (1998). La mesure de la satisfaction des usagers dans le domaine de la santé et des services sociaux: l’expérience de la Régie régionale Chaudière-Appalaches. Canadian Journal of Program Evaluation, 13(1), 1–23. https://doi.org/10.3138/cjpe.013.001

Issue

Vol. 13 No. 1 (1998): Spring

Section

Articles

License

Copyright (c) 1998 André Prévost, Andrée Fafard, Marc-André Nadeau

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