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Related Experiment Videos

The evaluation ranking scale: a new methodology for assessing satisfaction.

G C Pascoe, C C Attkisson

    Evaluation and Program Planning
    |December 12, 1982
    PubMed
    Summary

    Patient satisfaction surveys often yield high scores, masking areas for improvement. The new Evaluation Ranking Scale (ERS) offers a more detailed and discriminating method for assessing healthcare program effectiveness.

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    Area of Science:

    • Health Services Research
    • Psychometrics
    • Public Health

    Background:

    • Traditional patient satisfaction scales often report high, uniform satisfaction levels.
    • Methodological limitations in existing scales hinder the identification of specific areas of dissatisfaction.
    • There is a need for more sensitive instruments to evaluate healthcare program effectiveness.

    Purpose of the Study:

    • To introduce and evaluate the Effectiveness of the Evaluation Ranking Scale (ERS) as an alternative to global measures for assessing patient satisfaction.
    • To compare the specificity and discriminating power of the ERS against a traditional global satisfaction measure.
    • To assess the psychosocial effectiveness of human service programs more accurately.

    Main Methods:

    • A 2x3 factorial design was used with 246 public health center patients.

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  • Patients were randomly assigned to either the Evaluation Ranking Scale (ERS) or a global measurement technique.
  • A secondary analysis compared patient evaluations with those of 26 convenience sample of health center staff.

    • Main Results:

    • The ERS provided more specific feedback on individual program components compared to the global measure.
    • The ERS demonstrated greater discriminating power in assessing satisfaction levels.
    • Mean satisfaction scores derived from the ERS were significantly lower than those from the global measure.

    Conclusions:

    • The Evaluation Ranking Scale (ERS) offers a more nuanced and effective approach to measuring patient satisfaction.
    • This method can better identify specific program strengths and weaknesses in healthcare settings.
    • The ERS holds potential for more accurate assessment of the psychosocial effectiveness of human service programs.