Explanatory models of influences on the construction and expression of user satisfaction

Abstract

The full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-pro t purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details. women aged 25-60 years from a rural district of Northeast Brazil were used to explore the applicability of three explanatory models of influences on the construction and expression of satisfaction: expectations; contextual dynamics; mediating filters.The first two of these argue that a lack of information and a reluctance to be negative respectively lead to high expressed satisfaction that is artificial. The concept of mediating filters proposes that respondents construct an evaluation that takes account of wider issues, such that high levels of expressed satisfaction are, in this sense, real. All three models contribute towards answering the paper"s question.However, our data suggest that it is an informed, but low, expectation of health careprovision that leads to alternative strategies, including resort to patron-client networks, and success in gaining good health care that is important. Mediating filters identified in this study were culpability and the reference time-frame. We raise questions for practice and offer a combined explanatory model.3

The last one heard: the importance of an early stage participatory evaluation for programme implementation

“…Despite this however, user perceptions of health services in LMICs are rarely addressed and even more rarely incorporated into programme iteration procedures [53]. Our results provide additional support for the importance of involving end-users and project beneficiaries from the very early stages of project implementation.…”

Responsividade do serviço de enfermagem na visão do cliente

“…Manners dictate social rules, such as the obligation to show respect for authority figures (such as the health professionals or the researcher), andunderstanding criticism as a social inconvenience may be associated with the positive pattern of satisfaction responses (15) .…”

“…Also, the fact that clients demonstrate satisfaction with the health care provided even when the service provided is of low quality has been related to a lack of information (low expectations) allied to the provision of negative responses (contextual dynamic elements), producing elevated satisfaction levels as an artificial response (15) .…”

Posição social e julgamento dos serviços de saúde pelos usuários

“…The explanations for this paradox have been attributed to the lack of information and a tendency towards low expectations regarding the service itself Medeiros, 2009;Williams, 1994;Williams;Coyle;Healy, 1998), as well as possible biases such as is the case of courtesy or gratitude (Glick, 2009).…”

“…The study on the reasons for a high user satisfaction found in these works, particularly in the southern hemisphere, is still recent and its findings are contradictory Medeiros, 2009). Generally, two key groups of determinants have been investigated: variations according to the characteristics of users and factors linked to the provision of health care (Crow et al, 2002).…”