Market Research in Health and Social Care

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ISBN: 9780415207546 | 0415207541
Cover: Hardcover
Copyright: 9/13/2000

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A comprehensive and rigorous introduction to the relevance, planning, and management of market research in the areas of health and social care that have developed in Britain and most other industrialized countries. Key features include: an explanation of how managed care markets provide the context for market research; a comprehensive guide to choosing the appropriate survey method; recommendations for commissioning, monitoring and implementing results; practical advice on producing successful student projects; and a comparative international perspective.

List of figures

List of tables

xvii

List of contributors

xviii

Part 1 Markets and market research

(40)

The relevance of market research for health and social care

(7)

Mike Luck

Purpose

(1)

Who the book is for

(1)

Defining health and social care

(2)

Markets and customers

(1)

Regions and countries

(1)

Defining market research

(2)

Outline of the book

(1)

How to use the book

(2)

Markets and market research

(16)

Mike Luck

Rob Pocock

Introduction

(1)

Before the market

(4)

The lack of market research

(3)

Health and social research

(1)

Analysing welfare states

(1)

The transition to the market

(4)

The ideology in Britain

(2)

Market research in the UK public sector

(1)

Welfare states in transition

(1)

Impact of the market

(4)

Defining need

(3)

Recent developments

(4)

Strategy, marketing and market research in health and social care organizations

(15)

James J. H. Harrison

The context

(2)

The impact of reform on strategic management

(1)

The application of marketing

(6)

Marketing defined

(1)

Marketing: a strategic perspective

(3)

Marketing: a dynamic process

(1)

Marketing: a tactical tool

(1)

Commissioning market research

(1)

Managing a market research project

(4)

Conclusions

(1)

Part 2 Market research methods

(134)

Design and management of market research

(32)

Mike Luck

Introduction

(2)

Perspectives and stages

(2)

Before the project

(8)

The policy context

(3)

Aims and objectives

(1)

Preliminary literature review, develop proposal and submit tender

(2)

Award contract

(2)

Setting up the project

(13)

Form team

(2)

Main literature review

(1)

Arrange access, get ethical approval

(3)

Obtain and plan resources

(1)

Develop survey instrument

(7)

Data gathering

(4)

Pilot survey, analyse pilot survey, progress report on pilot survey, revise survey instrument

(1)

Draw sample, main survey

(3)

Dissemination

(2)

List main findings and compare with literature

(1)

Consultation on report and dissemination, write report, presentation of report and dissemination

(1)

After the project

(2)

Further analyses

(1)

Wider publication

(1)

Follow-up recommendations

(1)

Overview

(1)

Observation, focus groups and narratives

(19)

Jill Jesson

Introduction

(1)

Observational methods

(5)

Rationale for using observational methods

(2)

Structured observation

(2)

Bias, validity, reliability and ethical issues

(1)

Focus groups

(6)

Rationale for the focus group study

(2)

Setting up-theme plan and recording

(2)

Data management, transcription and analysis

(1)

Bias, validity, reliability and ethical issues

(1)

Narratives and stories

(5)

Narrative as a method: introduction

(1)

Rationale for a narrative method

(1)

Narrative devices

(2)

Interpretation and analysis

(1)

Bias, validity, reliability and ethical issues

(1)

Summary

(2)

Designing surveys

(22)

Mike Tricker

Julie Green

Introduction

(1)

Resource allocation

(1)

Choice of survey methods

(1)

Methods of data collection

(5)

Interview-based surveys

(1)

Exploratory interviews

(1)

Postal questionnaire surveys

(1)

Telephone interview surveys

(3)

Other approaches

102

(1)

Designing questionaires and interview schedules

102

(7)

The design process

102

(1)

Stages in the design process

103

(1)

Useful pointers

103

(3)

Common problems and pitfalls (and how to avoid them)

106

(3)

Building in quality assurance and quality control procedures

109

(6)

Pre-tests of a questionnaire design

109

(1)

Pilot testing

110

(1)

Selecting interviewers

111

(1)

Training interviewers

112

(2)

The role of the supervisors

114

(1)

Monitoring responses

114

(1)

Follow-up interviews

115

(1)

Building checks into the analysis stage

115

(1)

Conclusions

115

(1)

Data preparation

116

(13)

Rob Tinsley

Julie Green

Introduction

116

(1)

What factors should be considered?

117

(3)

Can we afford it?

117

(1)

Which data need to be entered?

117

(1)

Is ethics an issue?

118

(1)

What form should each data item take?

118

(2)

Coding and data entry

120

(5)

What coding will be necessary?

120

(2)

Who should enter the data?

122

(2)

How will checking take place?

124

(1)

What software tools are available?

125

(1)

Which tools are best for particular purposes?

125

(1)

Conclusions

126

(3)

Processing personal data: the legal framework

129

(11)

Graham Pearce

Introduction

129

(1)

The legal framework

129

(3)

The Data Protection Act 1984

129

(1)

The European directive and the Data Protection Act 1998

130

(1)

Definitions

131

(1)

The principles

132

(1)

Data processing

132

(2)

Rights of data subjects

134

(1)

Notification

135

(1)

Processing of manual data

135

(1)

Conclusions

136

(4)

Checklist

137

(3)

Analysing data

140

(18)

Rob Tinsley

Introduction

140

(1)

Techniques for analysis

141

(7)

Basic techniques of summarization

141

(2)

Correlation and regression

143

(3)

Advanced methods

146

(1)

Graphical presentation

147

(1)

Statistical significance

147

(1)

Statistical terminology

147

(1)

The process of analysis

148

(6)

Deciding on the general approach

148

(2)

The search for error

150

(1)

Finding out about the sample

151

(1)

Finding out about the population beyond the sample

151

(3)

Software tools for data analysis

154

(1)

How much do these packages cost?

154

(1)

Where can you buy these packages?

155

(1)

Conclusions

155

(3)

Interactive methods in public service design in Austria

158

(17)

Gunther Botschen

Martina Botschen

Introduction

158

(1)

User participation in new service development

158

(1)

A framework for user interactive service design

159

(2)

Stages of new service development

160

(1)

Characteristics of users

160

(1)

Types of interaction

160

(1)

Extent of innovation

161

(1)

The adult education system and the health system in Austria

161

(3)

Adult education

162

(1)

The Austrian health system

162

(2)

Direct participation techniques-evaluation and cases

164

(9)

Sequence-oriented problem identification (SOPI)

164

(3)

Lead-users

167

(2)

The planning cell

169

(4)

Conclusions

173

(2)

Part 3 Applications of market research

175

(102)

Non-residential care charging policy in Southwark London Borough

177

(15)

Rob Pocock

Introduction

177

(1)

How the project was set up

178

(1)

Aims and objectives

178

(1)

Literature review

179

(1)

Method

179

(1)

Findings

179

(1)

Review of charging policies across England and Wales

180

(2)

Method

180

(1)

Findings

180

(2)

Southwark service users' survey

182

(7)

Method

182

(1)

Findings

182

(7)

Conclusions and recommendations

189

(1)

Dissemination strategy

190

(1)

Overview

191

(1)

Healthy Living Centres: urban regeneration in Stoke

192

(14)

Rob Pocock

Introduction

192

(2)

Core strategic goal

192

(1)

Principles and values

193

(1)

Survey methods

194

(1)

Focus groups

194

(3)

Method

194

(1)

Findings

195

(2)

SWOT analysis

197

(2)

Residents survey

199

(4)

Survey methodology

199

(1)

Sampling procedure

199

(1)

The interviewing team

199

(1)

Findings

200

(3)

Conclusions

203

(1)

Postscript

204

(2)

Entering the private health care market in Thailand

206

(12)

Jill Schofield

Private health care in the UK

206

(1)

Thailand: the country

207

(1)

Private health care in Thailand

207

(7)

Desk research

207

(1)

Political and economic context

208

(1)

Public health policy

209

(1)

Health care funding

209

(4)

Health care provision

213

(1)

Identifying investment opportunities

214

(1)

Consumer research in Thailand

215

(1)

Conducting surveys

215

(1)

Surveying the stakeholders

215

(1)

The differences in the private health care market between the UK and Thailand

216

(1)

Conclusion

217

(1)

Evaluating the introduction of quality assurance in residential and nursing homes

218

(12)

Jackie Kimberley

Context

218

(2)

National policy for community care

218

(1)

The Local Authority's search for quality

219

(1)

How the research was set up

220

(4)

Commissioning the project

220

(1)

Resource constraints

220

(1)

The stakeholders

221

(1)

The MBA project

222

(2)

Aims and objectives

224

(1)

Research methods

224

(3)

Choosing the methods

224

(2)

The sample of respondents

226

(1)

Findings

227

(1)

Conclusions

227

(1)

Recommendations

228

(1)

Postscript

228

(2)

Assessing the need for family planning services in Coventry

230

(10)

Mary Parkes

Context

230

(1)

Health needs assessment for Coventry

231

(1)

Population

231

(1)

Ethnicity

232

(1)

Fertility

232

(1)

Abortions

232

(1)

How the research was set up

232

(2)

Objectives

233

(1)

Research methods

234

(2)

Secondary information routinely available

234

(1)

Primary data collection

234

(2)

Findings

236

(1)

Awareness

236

(1)

Accessibility

236

(1)

Acceptability

236

(1)

Appropriateness

236

(1)

Satisfaction with services

236

(1)

Privacy and dignity

237

(1)

Future developments of services

237

(1)

Conclusions and recommendations

237

(1)

The postal survey

237

(1)

The secondary data analysis

237

(1)

Recommendations

237

(1)

Dissemination strategy

238

(1)

Lessons learnt

238

(1)

Postscript

238

(2)

Variation in GP claims

238

(1)

Family planning clinic quality of service

238

(1)

Access to emergency services at weekends

239

(1)

Using SERVQUAL to measure service quality at an NHS specialist laboratory

240

(17)

Graham Flynn

Introduction

240

(2)

Negotiating and undertaking the project

242

(1)

Modifying SERVQUAL to suit the laboratory

243

(1)

Research methods

244

(2)

Time, skills and resources

245

(1)

Results and interpretation

246

(6)

What the highest expectations indicate

246

(2)

What the highest perceptions indicate

248

(1)

What the lowest expectations indicate

248

(1)

What the lowest perceptions indicate

248

(1)

What the largest differences indicate

249

(1)

What the smallest differences indicate

250

(1)

Dimension weightings

250

(2)

Conclusions

252

(1)

Two years later

253

(4)

Turn-round times

254

(1)

Reliability

254

(1)

Report content

254

(1)

Performance objectives

254

(1)

External communication

255

(1)

Customer relations

255

(1)

Links with introductory business sources

255

(1)

Collaboration opportunities

256

(1)

Patient and staff views of a new appointment system in a South African health centre

257

(8)

Max Bachmann

Hassan Mohamed

Urban primary care in South Africa

257

(2)

Access to primary care

257

(1)

The local health context

258

(1)

Government bureaucracy and consumer responsiveness

259

(1)

Study design and qualitative methods

259

(1)

Results of baseline interviews

260

(2)

Implementing the appointment system

262

(1)

Results of interviews and focus group discussions after implementation

262

(1)

Market research and change management

263

(2)

Market research in the emerging market of forensic mental health

265

(12)

David Sallah

The emerging market of forensic mental health

265

(3)

Defining forensic mental health

265

(1)

Becoming a market

266

(1)

A historical account of secure services

267

(1)

Accessing the sector for research

267

(1)

Applying the focus group in forensic mental health services

268

(3)

Introduction

268

(1)

Selecting the groups

269

(1)

Running the groups

269

(1)

Findings

270

(1)

Lessons learnt

270

(1)

Consensus building in health care

271

(3)

Introduction

271

(1)

Defining the terms

271

(1)

Consensus development conference (CDC)

272

(1)

The need for consensus in forensic mental health

273

(1)

Applying the consensus-building method-a case study

274

(1)

Method

274

(1)

Analysis

274

(1)

Outcome

275

(1)

Lessons learnt

275

(2)

Focus groups

275

(1)

Consensus-building conference

276

(1)

Part 4 Prospects for market research

277

(8)

The prospects for market research in health and social care

279

(6)

Mike Luck

Rob Pocock

Purpose

279

(1)

What we have learnt

280

(2)

Applications

280

(1)

Methods

280

(1)

Understanding and theory

281

(1)

The future

282

(2)

The political and policy environment

282

(1)

The economic environment

282

(1)

The social environment

283

(1)

The technological environment

283

(1)

The challenges ahead

284

(1)

Bibliography

285

(10)

Index

295

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Market Research in Health and Social Care

Summary

Table of Contents

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