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[Methodologic difficulties in measuring patient satisfaction--discrepancy coming from formulating questions].

Ludmiła Marcinowicz1, Agnieszka Borzuchowska, Ryszard Grebowski

  • 1Zakładu Medycyny Rodzinnej i Pielegniarstwa Srodowiskowego Akademii Medycznej w Białymstoku. marcinek@amb.edu.pl

Wiadomosci Lekarskie (Warsaw, Poland : 1960)
|March 9, 2004
PubMed
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Patient satisfaction surveys can be misleading. Closed questions often yield positive patient feedback, while open questions reveal negative experiences, indicating a need for more qualitative research methods.

Area of Science:

  • Health Services Research
  • Patient Experience Studies

Context:

  • Patient satisfaction surveys are widely used to evaluate healthcare services.
  • Methodological choices in surveys, such as question framing, can significantly influence responses.
  • The 'leniency effect' describes the tendency for closed-ended questions to elicit more positive feedback than open-ended questions.

Purpose:

  • To compare patient responses to open-ended versus closed-ended questions regarding satisfaction with family doctor services.
  • To investigate the discrepancy between quantitative ratings and qualitative feedback in patient surveys.

Summary:

  • A study in Poland surveyed 560 patients using mailed questionnaires about their satisfaction with family doctor services.
  • A significant number of patients (19.4%) who rated their care positively on a closed-ended scale provided negative justifications in open-ended questions.

Related Experiment Videos

  • Common negative themes included short consultation times, difficulties obtaining specialist referrals, and a lack of holistic patient care.

    • Impact:

    • Findings suggest that standard questionnaire surveys may not be precise enough for a comprehensive evaluation of doctor's care.
    • Qualitative research methods, such as in-depth interviews and open-ended questions, may be necessary to complement or replace quantitative surveys for a deeper understanding of patient satisfaction.