Survey Response Rates and Overall Patient Satisfaction Scores: What Do They Mean?

Journal of Nursing Care Quality

Volumn 18, Issue 3, 2003, Pages 162-174

  Spooner, Susan H ^a  

^a Iowa Health System   (United States)

Author keywords

Benchmarking; Non response bias; Outcome evaluation; Patient satisfaction; Regression analysis; Socioeconomic factors; Statistics; Survey

Indexed keywords

ACUTE DISEASE; ARTICLE; DIAGNOSIS RELATED GROUP; ECONOMICS; EPIDEMIOLOGY; FACTORIAL ANALYSIS; FEMALE; HEALTH STATUS; HOSPITAL BED CAPACITY; HOSPITAL COST; HUMAN; LENGTH OF STAY; MALE; METHODOLOGY; MIDDLE AGED; NEEDS ASSESSMENT; NON PROFIT HOSPITAL; PATIENT SATISFACTION; PSYCHOLOGICAL ASPECT; REGRESSION ANALYSIS; STANDARD; STATISTICS; TOTAL QUALITY MANAGEMENT; UNITED STATES; VALIDATION STUDY;

ACUTE DISEASE; BIAS (EPIDEMIOLOGY); DIAGNOSIS-RELATED GROUPS; FACTOR ANALYSIS, STATISTICAL; FEMALE; HEALTH CARE SURVEYS; HEALTH STATUS; HOSPITAL BED CAPACITY, 300 TO 499; HOSPITAL COSTS; HOSPITALS, VOLUNTARY; HUMANS; LENGTH OF STAY; MALE; MIDDLE AGED; MIDWESTERN UNITED STATES; NEEDS ASSESSMENT; PATIENT SATISFACTION; REGRESSION ANALYSIS; TOTAL QUALITY MANAGEMENT;

EID: 0042707059     PISSN: 10573631     EISSN: 15505065     Source Type: Journal    
DOI: 10.1097/00001786-200307000-00002     Document Type: Article

References (22)

1. Woodbury D, Tracy D, McKnight E. Does considering severity of illness improve interpretation of patient satisfaction data? J Healthc Qual. July-August 1998;20(4):33-40.
2. Draper M, Cohen P, Buchan H. Seeking consumer views: what use are results of hospital patient satisfaction surveys? Int J Qual Health Care. 2001;13(6):463-468.
3. Finkelstein BS, Harper DL, Rosenthal GE. Patient assessments of hospital maternity care: a useful tool for consumers? Health Serv Res. June 1999;34(2):623-640.
4. Lasek RJ, Barkley W, Harper DL, Rosenthal GE. An evaluation of the impact of nonresponse bias on patient satisfaction surveys. Med Care. June 1997;35(6):646-652.
5. Uzun O. Patient satisfaction with nursing care at a university hospital in Turkey. J Nurs Care Qual. 2001;16(1):24-33.
6. Ireson CI, Ford MA, Hower JM, Schwartz RW. Outcome report cards: a necessity in the health care market. Arch Surg. January 2002;137:46-61.
7. Fiscella K, Franks P. Influence of patient education on profiles of physician practices. Ann Intern Med. 1999;131:745-751.
8. Rosenheck R, Wilson NJ, Meterko M. Influence of patient and hospital factors on consumer satisfaction with inpatient mental health treatment. Psychiatr Serv. December 1997;48(12):1553-1561.
9. Decker B, MacInnes R. Assessing the importance of report cards rating patient satisfaction. Health Syst Lead. December 1997;4(11):16-18.
10. Clinical Process Improvement Work Group, Iowa Health System. CPI Work Group Update. June 28, 2002;1-2.
11. Lin B, Kelly E. Methodological issues in patient satisfaction surveys. Int J Health Care Qual Assur. 1995;8(6):32-37.
12. John J. Patient satisfaction: the impact of past experience. J Health Care Mark. September 1992;12(3):56-64.
13. Zwier G, Clarke D. How well do we monitor patient satisfaction? Problems with the nation-wide patient survey. N Z Med J. October 1999;112(1097):371-375.
14. Tate R. An Introduction to Modeling Outcomes in the Behavioral and Social Sciences. 2nd ed. Edina, Minn: Burgess Publishing; 1998.
15. Rodeghier M. Surveys With Confidence: A Practical Guide to Survey Research Using SPSS. Chicago, Ill: SPSS Inc; 1996.
16. Zaslavsky AM, Zaborski L, Cleary PD. Does the effect of respondent characteristics on consumer assessment vary across health plans. Med Care Res Rev. September 2000;57(3):379-394.
17. Mylod DE. National norms: how do you compare? Press Ganey: The Satisfaction Monitor. September/October 2001;9.
18. Press Ganey. Overall satisfaction by patient-reported typical health. In Research Findings. Available at: pressganey.com. Accessed March 1999.
19. Ware JE, Snyder MK, Wright WR, Davies AR. Defining and measuring patient satisfaction with medical care. Eval Program Plann. 1983;6:247.
20. Rubin HR. Patient evaluation of hospital care: a review of literature. Med Care. 1990;28(9):53-59.
21. Krohn FB, Zboch TM. The dilemma of conflicting attitudes: survey results of community perceptions? J Hosp Mark. 1990;13(2):5-21.
22. Pituch KA. Using multilevel modeling in large-scale planned variation educational experiments: improving understanding of intervention effects. J Exp Educ. 2001;69(4):347-372.