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Evaluation of occupational health service in the wood processing industry--determination of employee satisfaction
Authors:Kujala  V; Vaisanen  S
Institution:University of Oulu, Department of Public Health Science and General Practice Oulu, Finland
Abstract:In order to define priorities for improvement of the occupationalhealth service (OHS) in one primary health care unit, employees'satisfaction was evaluated with a postal questionnaire. Thequestionnaire covered items on service reservation, personalhealth education received, quality of the OHS, and use of theOHS within six months by the employees. This evaluation wasone step of the quality system that was planned in accordancewith the ISO 9004-2 standard for continuous quality improvementof OHS. The study population was all of 1,050 employees workingfor five employers; 546 (52%) employees responded to the inquiry.However, only 377 of them had made use of the OHS within thelast six months before the inquiry. The mean age of the responderswas 42 years (SD=9 years) and 76%of the respondents were men.The percentages of employees with a high degree of satisfactionwith the quality of the OHS and personal health education inthe OHS were 76% and 69%, respectively. However, concerningthe quality of the OHS, the proportion of highly satisfied employeeswas 27% higher (95% Cl=19–35%) among those who had usedOHS within six months compared to the others. Furthermore, whenthe oldest (>48 years) and the youngest (<35 years) agegroups were compared, the difference between the proportionsof highly satisfied employees was 21% (95% Cl=11–31%).In conclusion, the high differences suggest a close linkagebetween the employee's satisfaction with the OHS, the use ofthe OHS and ageing.
Keywords:               Consumer satisfaction  primary health services  quality management  questionnaire
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