This new publication, based on data from the Survey on Client Satisfaction with Regards to Health and Social Services in Québec, further examines the analysis of satisfaction and addresses the matter of expectations through the use of various criteria that make it possible to define quality service from the viewpoint of users. The population targeted in the survey was composed of all people 15 years of age and over living in Québec in a private household who consulted a health care and social services professional in a hospital, a medical clinic or a CLSC, for themselves or for a dependant, during the 12 months preceding the survey.
This third report in the series devoted to the survey first examines user satisfaction according to 41 selected factors. Second, those criteria are examined from the standpoint of user expectations of health and social services, in order to classify them according to importance. Third, the joint analysis of user satisfaction and expectations made it possible to establish priorities for action with a view to improving the quality of services offered the population.