Quantitative and Qualitative Differences Between Handout and Mailed Patient Satisfaction Surveys

Bibliographic Data

ID9101631
AuthorsRobert K Gribble (Marshfield Clinic, corresponding author), Cherie Haupt
Year2005
Volume43
Issue3
Pages276-281
Publication date2005-03-01
Peer ReviewedYes
Open AccessNo
TypeARTICLE
VenueMedical Care (JOURNAL)
Journal identifiersISSN: 0025-7079 • E-ISSN: 1537-1948
PublisherOvid Technologies (Wolters Kluwer Health) (PUBLISHER)
DOI10.1097/00005650-200503000-00010
PMID15725984
OpenAlexW1997845565
LanguageEN
Citations received6
References cited6

BACKGROUND: Patient satisfaction surveys are widely used to measure patients' opinions of the quality of the health care they have received. There are a variety of methods for distributing patient satisfaction surveys. Different distribution methods may yield significantly different satisfaction ratings. OBJECTIVE: We sought to compare survey ratings obtained via 2 distribution methods: handout versus mailed. DESIGN: Patients were randomized to receive either a handout survey or a mailed survey. SUBJECTS: Patients who had an appointment with a family practice provider in one of the regional outpatient centers of a large medical clinic during a 3-week period. MEASURES: An 11-item visit-specific patient satisfaction survey was used to survey patient satisfaction. RESULTS: Handout surveys yielded higher satisfaction scores than mailed surveys. The response rate was higher with handout surveys than with mailed surveys. However, handout surveys were returned with more skipped questions, a lower variation in ratings, and fewer written comments than the mailed surveys. CONCLUSIONS: Both quantitative and qualitative differences between the 2 distribution methods were revealed. Attempts to compare data obtained from the 2 different distribution methods need to be approached with caution

Family medicine · MEDLINE · Patient satisfaction · Medicine · Nursing · Patient Satisfaction in Healthcare · Patient-Provider Communication in Healthcare · Primary Care and Health Outcomes

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