Seeking consumer views: what use are results of hospital patient satisfaction surveys?

There has been increasing emphasis on the use of patient satisfaction surveys in publicly funded health services to assess elements of quality of care. However, how these surveys are used to change policy and services has received less attention. This paper reports on two different surveys conducted in Victoria, Australia and how these have developed and been used at a policy level. One is a survey of recent mothers, repeated three times over the course of the decade. The other is an inpatient survey developed over the past 5 years. The results of the surveys are publicly available and arc one means of obtaining consumer views, influencing health care quality and reporting to the public.