The Effects of Student Satisfaction and Attitudes on Staffing and Policy Decisions: A Case Study and Empirical Support

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Abstract
Increased interest in the University of Mississippi (U.M.) Student Health Service (S.H.S.) indicated dissatisfaction among its users. Complaints about the service in general and one physician in particular suggested an evaluation to identify the causes of the complaints and areas where improvements could be made. Because patient satisfaction can exert a strong influence on factors such as utilization of services, compliance with treatment regimens, and recovery and wellness, a study of user satisfaction was conducted. A 16-statement patient satisfaction questionnaire was constructed and administered to students reporting a visit to the health service during the semester the study was conducted. The physician conducting the examination was identified at the end of the questionnaire. Simple frequency analyses for the physicians identified specific elements of dissatisfaction, and comparisons showed a distinctly greater amount of dissatisfaction with one physician. A report to the university administration brought a promise of improvements without an indication of what they would be. Several months later the physician in question resigned. Even though appointments were suspended and waiting time increased with the loss of the physician, comparisons of utilization with the previous period showed little change.

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