A Study of Perceived Satisfaction with Healthcare Services Among New Zealand Healthcare Users

Thumbnail Image
McCormick, I. Ross N.
Goodyear-Smith, Felicity A.
Wunder, Gene C.
Washburn University. School of Business
Kaw Valley Bank
Issue Date
April 2004
Alternative Title
A mailed survey to measure perceived New Zealand healthcare users satisfaction with selected issues of healthcare is presented. A proportional random sampling process was employed to elect 602 registrants from the New Zealand Electoral Rolls. One hundred eight-seven usable questionnaires (31%) were returned. The survey instrument used a seven point Likert scale to differentiate levels of perception. Respondents have a moderately strong positive perception of most surveyed healthcare issues. Responsdent satisfaction scores were less positive when not seen on time by their GP or medical specialist. Availability of healthcare after hours and complaint handling were also less positive. Respondents were also less positive about their ability to easily obtain information about a range of healthcare issues.