Are comparisons of consumer satisfaction with providers biased by nonresponse or case-mix differences?

Psychiatric Services

Volumn 60, Issue 1, 2009, Pages 67-73

  Simon, Gregory ^a   Rutter, Carolyn ^a   Crosier, Marlan ^a   Scott, Jennifer ^a   Operskalski, Belinda H ^a   Ludman, Evette ^a  

^a CENTER FOR HEALTH STUDIES   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 58149510496     PISSN: 10752730     EISSN: 15579700     Source Type: Journal    
DOI: 10.1176/ps.2009.60.1.67     Document Type: Article

References (23)

1. ECHO: Experience of Care and Health Outcomes Survey. Rockville, Md, Agency for Healthcare Research and Quality, 2003. Available at www.hcp.med.harvard.edu/echo
2. Eisen SV, Shaul JA, Leff HS, et al: Toward a national consumer survey: evaluation of the CABHS and MHSIP instruments. Journal of Behavioral Health Services Research 28:347-369, 2001
3. Shaul JA, Eisen SV, Stringfellow VL, et al: Use of consumer ratings for quality improvement in behavioral health insurance plans. Joint Commission Journal on Quality Improvement 27:216-229, 2001
4. Teague GB, Ganju V, Hornik JA, et al: The MHSIP mental health report card: a consumer-oriented approach to monitoring the quality of mental health plans: Mental Health Statistics Improvement Program. Evaluation Review 21:330-341, 1997
5. Hall LFL: NAMI's managed care report card. National Alliance for the Mentally Ill. Evaluation Review 21:352-356, 1997
6. CAHPS: Assessing Health Care Quality From the Patient's Perspective. Rockville, Md, Agency for Healthcare Research and Quality, Sept 2007. Available at www.cahps.ahrq.gov/content/cahpsOverview/CAHPS-ProgramBrief.htm
7. Fowler FJ, Gallagher PM, Stringfellow VL, et al: Using telephone surveys to reduce nonresponse bias to mail surveys of health plan members. Medical Care 40:190-200, 2002
8. Zaslavsky AM, Zaborski LB, Cleary PD: Factors affecting response rates to the Consumer Assessment of Health Plans Study survey. Medical Care 40:485-499, 2002
9. Zaslavsky AM, Zaborski LB, Cleary PD: Plan, geographical, and temporal variation of consumer assessment of ambulatory health care. Health Services Research 39:1467-1486, 2004
10. Hermann RC, Ettner SL, Dorwart RA: The influence of psychiatric disorders on patients' ratings of satisfaction with health care. Medical Care 36:720-727, 1998
11. Carlson MJ, Shaul JA, Eisen SV, et al: The influence of patient characteristics on ratings of managed behavioral health care. Journal of Behavioral Health Services Research 29:481-489, 2002
12. Zaslavsky AM, Zaborsky LB, Cleary PD: Does the effect of respondent characteristics on consumer assessments vary across health plans? Medical Care Research and Review 57:379-394, 2000
13. Bjorngaard JH, Ruud T, Garratt A, et al: Patients' experiences and clinicians' ratings of the quality of outpatient teams in psychiatric care units in Norway. Psychiatric Services 58:1102-1107, 2007
14. Druss BG, Rosenheck RA, Stolar M: Patient satisfaction and administrative measures as indicators of the quality of mental health care. Psychiatric Services 50:1053-1058, 1999
15. Valenstein M, Mitchinson A, Ronis DL, et al: Quality indicators and monitoring of mental health services: what do frontline providers think? American Journal of Psychiatry 161:146-153, 2004
16. Dial TH, Bergsten C, Haviland MG, et al: Psychiatrist and nonphysician mental health provider staffing levels in health maintenance organizations. American Journal of Psychiatry 155:405-408, 1998
17. Miglioretti DL, Heagerty PJ: Marginal modeling of multilevel binary data with time-varying covariates. Biostatistics 5:381-398, 2004
18. Spiegelhalter D, Thomas A, Best N, et al: WinBUGS User Manual, Version 1.4. Cambridge, United Kingdom, Medical Research Council, Biostatistics Unit, 2003
19. Little R, Rubin D: Statistical Analysis With Missing Data. New York, Wiley, 1987
20. Neuhaus JM, Kalbfleisch JD: Between-and within-cluster covariate effects in the analysis of clustered data. Biometrics 54:638-645, 1998
21. Mancl LA, Leroux BG, DeRouen TA: Between-subject and within-subject statistical information in dental research. Journal of Dental Research 79:1778-1781, 2000
22. Neuhaus JM, McCulloch CE: Separating between- and within-cluster covariate effects by using conditional and partitioning methods. Journal of the Royal Statistical Society B 68:859-872, 2006
23. Berghofer G, Lang A, Henkel H, et al: Satisfaction of inpatients and outpatients with staff, environment, and other patients. Psychiatric Services 52:104-106, 2001