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Evaluating a patient satisfaction survey for maximum benefit

V T Dull1, D Lansky, N Davis

  • 1Department of Medicine, Legacy Health System, Portland, OR 97210.

The Joint Commission Journal on Quality Improvement
|August 1, 1994
PubMed
Summary
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Evaluating patient satisfaction surveys revealed that their effectiveness depends on meeting the needs of diverse internal consumers. Redesigning these surveys ensures broader utility and justifies their significant costs.

Area of Science:

  • Healthcare Management
  • Patient Experience Research
  • Health Services Research

Background:

  • Patient satisfaction surveys are widely implemented in healthcare systems.
  • The utility of collected patient feedback for various stakeholders is often unclear.
  • An evaluation was performed to assess a specific patient satisfaction survey's effectiveness and guide its redesign.

Purpose of the Study:

  • To determine the extent to which the existing patient satisfaction survey met the needs of its internal consumers.
  • To guide the redesign of the entire patient satisfaction survey process.
  • To understand the utility of patient feedback for different user groups.

Main Methods:

  • Interviews with internal consumers to understand their objectives and needs.

Related Experiment Videos

  • Literature reviews to contextualize the survey's purpose and application.
  • Supplemental data collection to gather comprehensive insights into survey utility.

    • Main Results:

    • The evaluation identified specific areas where the survey process was not meeting consumer needs.
    • Insights were gained into who uses patient satisfaction data, their goals, and how the data is utilized.
    • The study highlighted the importance of aligning survey outputs with diverse user requirements.

    Conclusions:

    • The evaluation prompted significant changes to the patient satisfaction survey process.
    • Large-scale patient satisfaction surveys incur substantial costs and must demonstrate value to multiple users.
    • Ensuring broad benefit across various user groups is crucial for the sustainability and effectiveness of patient feedback systems.