Using client satisfaction data for quality improvement in the health services in Peru : quality assurance case study


Publication Date 

20 p

This case study looks at how a clinic used a series of quality improvement tools to analyse client satisfaction. These tools included flow charts, fish bone diagrammes, tables, brainstorming and decision matrices. Using two different quality improvement methods, the clinic's utilisation rates and client satisfaction improved. The case study shows how collecting and using client satisfaction data is an important way of bringing clients' voices into the quality improvement process

Quality Improvement Case Study

Regional Focus 

Country focus 


Type of material 

Content type