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Electronic questionnaires for measuring parent satisfaction and as a basis for quality improvement
Jette Ammentorp1, Anne Mette Rasmussen, Betty Nørgaard
1Department of Paediatrics, Kolding Hospital, Denmark. ammentorp@tdcadsl.dk
Summary
Electronic patient surveys significantly improve response rates and feedback speed compared to paper methods. This digital approach allows for immediate identification and resolution of patient dissatisfaction, enhancing the overall quality of care.
Area of Science:
- Healthcare Management
- Patient Experience Research
- Health Informatics
Background:
- Traditional paper questionnaires for patient quality of care assessment are slow and yield low response rates.
- Exclusion of non-native speakers is common with paper-based methods, limiting comprehensive feedback.
- Current methods hinder timely identification and resolution of patient concerns.
Purpose of the Study:
- To evaluate the effectiveness of electronic questionnaires in measuring patient satisfaction.
- To assess response rates and identify reasons for parental dissatisfaction with care.
- To compare current parent satisfaction levels with a previous study from 2003.
Main Methods:
- Utilized touch-screen computers for electronic data collection on quality of care.
- Translated questionnaires into seven languages to include a diverse patient population.
- Developed a system in collaboration with a software company for continuous monitoring.
Main Results:
- Achieved a 69% response rate from 780 parents, with only 2% using foreign language options.
- Identified key dissatisfaction factors: communication barriers, long waiting times, and perceived staff time constraints.
- Observed significant improvements in parent satisfaction compared to a 2003 study.
Conclusions:
- Electronic surveys provide satisfactory response rates and enable immediate feedback analysis.
- Facilitates targeted interventions by focusing on dissatisfied patient segments.
- Digital tools enhance the ability to identify and address specific patient concerns promptly.
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