User satisfaction surveys, what the engineer should know

The increasing use of embedded computer systems, (many now embedded in patients), means that patient or user satisfaction will become a factor in future sales. The marketplace often desires to measure patient satisfaction when evaluating patient choices. In addition, health professionals and managed care companies are increasingly using patient satisfaction as a measure of successful outcome. Continued use of a new development frequently depends not only on the success of the new device in the area in which it was developed but also on its total acceptance by the user or patient. Whether the assessment is performed in-house or subcontracted out, there are many things which it is helpful to know about user surveys. This paper discusses general guidelines and the recent research on measuring patient satisfaction for those who may find that their product is to be evaluated or that they need to have such an evaluation.