- A recognition that user views of health services are an important part of quality improvement systems continues to grow more widely. This interest is very welcome and hopefully will result in well validated and good quality instruments for obtaining patient's views about their care. One of the problems facing those wishing to use a structured approach to obtaining user views, such as questionnaires or interviews, is knowing what questions to ask. These should be based on issues important to users but relevant to managers who want to use the information to improve service quality. This book aims to provide guidance on this issue. The two service areas covered in this booklet provides an example of one service which has a long history of research, the inpatient service and the casualty department, about which little research has been undertaken. The chapters in this book consider the best mix of methods for the casualty and inpatient settings and provide relevant questions to ask users.