Adjustment of Patient Experience Surveys for How People Respond
Bibliographic Data
| ID | 9101448 |
|---|---|
| Authors | Matthew Cefalu (0000-0002-5531-5822, RAND Corporation, Santa Monica, corresponding author), Marc N Elliott (0000-0002-7147-5535, RAND Corporation, Santa Monica, corresponding author), Ron D Hays (0000-0001-6697-907X, Division of General Internal Medicine & Health Services Research, University of California, Los Angeles, Los Angeles, CA) |
| Year | 2021 |
| Volume | 59 |
| Issue | 3 |
| Pages | 202-205 |
| Publication date | 2021-03-01 |
| Open Access | No |
| Type | ARTICLE |
| Venue | Medical Care (JOURNAL) |
| Journal identifiers | ISSN: 0025-7079 • E-ISSN: 1537-1948 |
| Publisher | Ovid Technologies (Wolters Kluwer Health) (PUBLISHER) |
| DOI | 10.1097/mlr.0000000000001489 |
| PMID | 33427795 |
| OpenAlex | W3118393577 |
| Language | EN |
| Citations received | 7 |
| References cited | 19 |
BACKGROUND: Patient surveys are the primary tool to measure patient experiences of care. Caution must be taken when analyzing these data, as responses can be influenced by factors that do not reflect the quality of care received. OBJECTIVES: To provide a practical overview of adjusting patient experience survey results to address bias related to patient case-mix, extreme response tendency, and mode of survey administration. RESEARCH DESIGN: We discuss options for adjustment for biases in how people respond to patient experience surveys. RESULTS: Case-mix adjustment (CMA) aims to compare provider performance that would have been observed if all providers had treated the same set of patients by removing the effects of patient characteristics that vary across providers. Extreme response tendency can bias the measurement of the disparities in patient experiences even after typical CMAs, since differences in patients' use of extreme response options may affect patient experience scores when they have a skewed distribution. Survey mode may affect scores for the provider entity being evaluated (eg, hospital) more than CMA if survey mode differs at the provider level. CONCLUSIONS: It is best practice to evaluate known source of bias when analyzing patient experience surveys. Failure to adjust for patient case-mix, extreme response tendency, and survey mode in patient experience surveys may lead to erroneous comparisons of providers
MEDLINE · Political science · Medicine · Patient Satisfaction in Healthcare · Patient-Provider Communication in Healthcare · Primary Care and Health Outcomes · Psychology
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Improving Patient Experience With Provider Communication
The Patient Experience Divide
Trends in HCAHPS Survey Scores, 2008–2019
Supplemental Items Reduce HCAHPS Response Rates, but Response Rates Do Not Affect HCAHPS Scores
Updated Adjustment of the HCAHPS Survey for New Modes of Survey Administration and Patient Mix
Examining the Role of Patient Experience Surveys in Measuring Health Care Quality
Evaluating the use of a modified CAHPS® survey to support improvements in patient‐centred care
Consumer satisfaction with group practice, the CHA case
Evaluation of the Patient-Reported Outcomes Information System (PROMIS®) Spanish-language physical functioning items
Differences in CAHPS Reports and Ratings of Health Care Provided to Adults and Children
Differential Item Functioning by Survey Language Among Older Hispanics Enrolled in Medicare Managed Care
Telephone versus Face-to-Face Interviewing of National Probability Samples with Long Questionnaires
| Citations per year | 1.75 |
|---|---|
| Citation span | 2022 - 2026 (5) |
| Highly cited | No |