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Development of patient satisfaction questionnaires: I. Methodological issues.

C Bamford1, A Jacoby

  • 1Centre for Health Services Research, University of Newcastle upon Tyne.

Quality in Health Care : QHC
|August 6, 1992
PubMed
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This study developed a postal survey tool to assess patient experiences with general practitioner care. The validated tool provides a reliable method for general practice audits.

Area of Science:

  • Health Services Research
  • Primary Care Medicine
  • Patient Experience Measurement

Background:

  • Assessing patient views on general practitioner (GP) care is crucial for quality improvement.
  • Existing methods for patient feedback may lack standardization or ease of use for routine audits.
  • Developing a reliable and accessible tool is needed for general practice performance evaluation.

Purpose of the Study:

  • To create a standardized postal survey method for evaluating patient experiences in general practice.
  • To develop an "off-the-shelf" tool suitable for general practice audits.
  • To assess the performance and validity of patient questionnaires for comparing GP practices.

Main Methods:

  • A prospective study involving five general practices in Newcastle upon Tyne.

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  • Two patient questionnaires were administered: one on service accessibility and another on interpersonal care aspects.
  • A total of 3800 patients aged 16 and over participated, with samples drawn from health authority lists and practice records.

    • Main Results:

    • Achieved high response rates: 77% for the accessibility questionnaire and 82% for the interpersonal care questionnaire.
    • Respondents were more likely to be women, aged 65+, and recent consulters.
    • The questionnaires demonstrated good face validity, content validity, and internal consistency, indicating reliable performance.

    Conclusions:

    • A standardized, "off-the-shelf" postal survey tool for general practice audit has been successfully developed.
    • This tool is a valuable and adaptable model for future audits in primary care settings.
    • The study confirms the utility of postal surveys in capturing patient perspectives on GP care quality.