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A randomized trial of four patient satisfaction questionnaires.

Thomas V Perneger1, Michel P Kossovsky, Federico Cathieni

  • 1Quality of Care Unit, Geneva University Hospitals, Geneva, Switzerland. thomas.perneger@hcuge.ch

Medical Care
|December 12, 2003
PubMed
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This study compared four patient satisfaction questionnaires, finding no single instrument superior. All four questionnaires are suitable for hospital patient satisfaction surveys, offering flexibility in instrument selection.

Area of Science:

  • Healthcare research
  • Health services research
  • Patient experience measurement

Background:

  • Hospitals increasingly utilize patient satisfaction surveys.
  • A lack of evidence exists to guide the selection of the most appropriate survey instrument.
  • Comparing available patient satisfaction questionnaires is crucial for effective implementation.

Purpose of the Study:

  • To evaluate and compare the acceptability and patient perceptions of four distinct patient satisfaction questionnaires.
  • To provide evidence-based guidance for selecting patient satisfaction survey instruments.

Main Methods:

  • A randomized trial involving 2850 patients discharged from two Swiss teaching hospitals.
  • Comparison of four questionnaires: Picker, Patient Judgment System (PJS), Sequs, and a Lausanne-developed questionnaire.

Related Experiment Videos

  • Assessment of response rates, missing data, completion time, and patient ratings.

    • Main Results:

    • Response rates were comparable across all four questionnaires (68-73%).
    • The Picker questionnaire exhibited higher missing data rates and longer completion times compared to others.
    • Despite longer completion times, the Picker questionnaire had fewer patients reporting unaddressed aspects of their hospital stay.

    Conclusions:

    • No single patient satisfaction questionnaire demonstrated uniform superiority in acceptability or patient evaluations.
    • All four evaluated questionnaires are deemed suitable for use in hospital patient satisfaction surveys.
    • The choice of questionnaire may depend on specific institutional priorities regarding data completeness and patient-reported aspects.