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Quantitative and qualitative differences between handout and mailed patient satisfaction surveys
Robert K Gribble1, Cherie Haupt
1Department of Quality Improvement, Marshfield Clinic, Marshfield, Wisconsin, USA. gribble.robert@marshfieldclinic.org
Medical Care
|February 24, 2005
Summary
Handout patient satisfaction surveys show higher scores and response rates than mailed surveys. However, mailed surveys provide richer qualitative data, necessitating caution when comparing results from different distribution methods.
Area of Science:
- Healthcare Quality Measurement
- Health Services Research
Background:
- Patient satisfaction surveys are crucial for assessing healthcare quality.
- Various distribution methods exist, potentially influencing satisfaction ratings.
- Understanding these differences is key for accurate quality assessment.
Purpose of the Study:
- To compare patient satisfaction ratings obtained through handout versus mailed surveys.
- To identify differences in quantitative and qualitative data between survey distribution methods.
Main Methods:
- Randomized controlled trial comparing handout and mailed surveys.
- Utilized an 11-item visit-specific patient satisfaction survey.
- Study conducted in a large medical clinic's outpatient centers over 3 weeks.
Main Results:
- Handout surveys yielded higher satisfaction scores and response rates.
- Mailed surveys resulted in fewer skipped questions and greater response variation.
- Mailed surveys also generated more written comments, offering richer qualitative insights.
Conclusions:
- Significant quantitative and qualitative differences exist between handout and mailed survey methods.
- Direct comparison of patient satisfaction data from different distribution methods requires careful consideration.
- Methodological choices in survey distribution impact data interpretation.