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Fair comment means fair assessment: how specialist trainees benefit from direct measurement of consumer opinion
Author(s) -
Granik Sue
Publication year - 2004
Publication title -
the obstetrician and gynaecologist
Language(s) - English
Resource type - Journals
eISSN - 1744-4667
pISSN - 1467-2561
DOI - 10.1576/toag.6.4.239.27022
Subject(s) - interpersonal communication , psychology , consumer satisfaction , quality (philosophy) , marketing , medical education , business , medicine , social psychology , philosophy , epistemology
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.