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NICU patient satisfaction: how you measure counts.
L V Cheldelin1, S Dunham, V Stewart
1NICU, Portland, OR 97201, USA. cheldeli@nwlink.com
Summary
Patient satisfaction surveys yield different results depending on whether they are mailed or conducted by phone. These methodological differences mean patient attitudes cannot be reliably compared between survey types.
Area of Science:
- Healthcare Research
- Patient Experience Measurement
- Survey Methodology
Background:
- Accurate measurement of patient satisfaction is crucial for healthcare quality improvement.
- Different survey methods may introduce biases affecting patient feedback.
- Understanding these biases is essential for interpreting satisfaction data.
Purpose of the Study:
- To investigate if the method used to measure patient satisfaction impacts the obtained results.
- To determine if mailed and phone surveys yield comparable patient satisfaction data.
Main Methods:
- A comparative study was conducted using two parallel survey methods (mail and phone) for families with Neonatal Intensive Care Unit (NICU) patients.
- Surveys were administered 2 to 42 days post-discharge between August 2010 and December 2011.
- Statistical analysis, including paired Student's t-tests and Pearson correlation coefficients, was used to compare responses to identical questions.
Main Results:
- Out of 813 families, 93.8% completed the phone survey and 29.2% completed the mail survey.
- Significant differences in responses were found for three out of five questions between the mail and phone surveys.
- No significant linear correlation was observed for the remaining two questions, indicating divergent results.
Conclusions:
- The study indicates that mailed and phone survey responses reflect different patient attitudes.
- Methodological measurement effects prevent the identification of a constant mathematical value for adjustment.
- Healthcare providers should be aware that survey method significantly influences patient satisfaction outcomes.
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