The value of open-ended questions in surveys on patient experience: Number of comments and perceived usefulness from a hospital perspective

International Journal for Quality in Health Care

Volumn 24, Issue 5, 2012, Pages 509-516

  Riiskjær, Erik ^a   Ammentorp, Jette ^b   Kofoed, Poul Erik ^b  

^a AARHUS UNIVERSITY   (Denmark)

^b UNIVERSITY OF SOUTHERN DENMARK   (Denmark)

Author keywords

Open ended questions; Patient satisfaction; Patient centred; Perceived usefulness

Indexed keywords

ADULT; AGED; ARTICLE; CLINICAL EFFECTIVENESS; FEMALE; HEALTH SURVEY; HOSPITAL DEPARTMENT; HOSPITAL MANAGEMENT; HUMAN; MAJOR CLINICAL STUDY; MALE; OPEN ENDED QUESTIONNAIRE; PATIENT SATISFACTION; PRIORITY JOURNAL; SEMI STRUCTURED INTERVIEW;

ADOLESCENT; ADULT; AGED; DENMARK; EDUCATIONAL STATUS; FEMALE; HOSPITALS, PUBLIC; HUMANS; INTERVIEWS AS TOPIC; MALE; MIDDLE AGED; PATIENT SATISFACTION; PERCEPTION; QUESTIONNAIRES; YOUNG ADULT;

EID: 84866400644     PISSN: 13534505     EISSN: 14643677     Source Type: Journal    
DOI: 10.1093/intqhc/mzs039     Document Type: Article

References (30)

1. Bruster S, Jarman B, Bosanquet N et al. National survey of hospital patients. BMJ 1994;309:1542-46.
2. Williams B, Coyle J, Healy D. The meaning of patient satisfaction: an explanation of high reported levels. Soc Sci Med 1998;47:1351-59.
3. Dougall A, Russell A, Rubin G et al. Rethinking patient satisfaction: patient experiences of an open access flexible sigmoidoscopy service. Soc Sci Med 2000;50:53-62.
4. Marcinowicz L, Grebowski R, Chiabicz S. Exploring negative evaluations of health care by Polish patients: an attempt at crosscultural comparison. Health Soc Care Community 2009;17:187-93.
5. Collins K, O'Cathain A. The continuum of patient satisfactionfrom satisfied to very satisfied. Soc Sci Med 2003;57:2465-70.
6. Rist RC, Stame N. From Studies to Streams. Managing Evaluative Systems. New Brunswick: Transaction Publishers, 2006.
7. Law AV, Ray MD, Knapp KK et al. Unmet needs in the medication use process: perceptions of physicians, pharmacists, and patients. J Am Pharm Assoc 2003;43:394-402.
8. Marcinowicz L, Chlabicz S, Grebowski R. Open-ended questions in surveys of patients' satisfaction with family doctors. J Health Serv Res Policy 2007;12:86-9.
9. Altschuler A, Nekhlyudov L, Rolnick SJ et al. Positive, negative, and disparate-women's differing long-term psychosocial experiences of bilateral or contralateral prophylactic mastectomy. Breast J 2008;14:25-32.
10. Milberg A, Strang P. Met and unmet needs in hospital-based home care: aualitative evaluation through open-ended questions. Pal Med 2000;14:533-4.
11. McKillip J, Moirs K, Cervenka C. Asking open-ended consumer questions to aid program planning-variations in question format and length. Eval Program Plann 1992;15:1-6.
12. Mead N, Bower P. Patient-centeredness: a conceptual framework and review of the empirical literature. Soc Sci Med 2000;51: 1087-110.
13. Cummings TG, Worley CG. Organization Development and Change, 7th edn. Ohio: South-Western, 2005.
14. Ginsburg LS. Factors that influence line managements' perceptions of hospital performance. Health Serv Res 2003;38:261-86.
15. Riiskjær E, Ammentorp J, Nielsen JF et al. Patient surveys - A key to organizational change?. Patient Educ Couns 2010; 78:394-401.
16. Hibbard JH. Using systematic measurement to target consumer activation strategies. Med Care Res Rev 2009;66:9S-27S.
17. Christensen MF, Gut R, Freil M. Kvalitative patientkommentarer2om anvendelsen af åbne svarkategorier i spørgeskema-undersøgelser (Qualitative comments from the patients-about the use of open-ended questions in patient surveys). Metode Data 2005;91:13-20.
18. Thomas LH, McColl E, Priest J et al. Open-ended questions: do they add anything to a quantitative patient satisfaction scale?. Soc Sci Health 1996;2:23-35.
19. Hall JA, Dornan MC. Patient sociodemographic characteristics as predictors of satisfaction with medical care: a meta-analysis. Soc Sci Med 1990;30:811-8.
20. Nelson EC, Larson C. Patients' good and bad surprises: how do they relate to overall patient satisfaction? QRB 1993;19:89-94.
21. Merkouris A, Papathanassoglou EDE. Evaluation of patient satisfaction with nursing care: quantitative or qualitative approach? Int J Nurs Stud 2004;41:355-67.
22. Staniszewska S, Henderson L. Patients evaluations of their health care: the expression of negative evaluation and the role of adaptive strategies. Patient Educ Couns 2004;55:185-92.
23. Coyle J. Exploring the meaning of 'dissatisfaction' with health care: the importance of 'personal identity threat'. Sociol Health Illn 1999;21:95-123.
24. Strasser S, Davis RM. Measuring Patient Satisfaction for Improved Patient Services. Michigan: Health Administration Press, 1991.
25. Denzin NK. Interpretive Biography. California: SAGE Publication Ltd., 1989.
26. Hyrkä K, Paunonen M, Laippala P. Patient satisfaction and research-related problems (part 1). Problems while using a questionnaire and the possibility to solve them by using different methods of analysis. J Nurs Manag 2000;8:227-36.
27. Album D, Westin S. Do deseases have a prestige hierarchy? A survey among physicians and medical students. Soc Sci Med 2008;66:182-8.
28. Shortell S. Occupational prestige differences within the medical and allied health professions. Soc Sci Med 1974;8:1-9.
29. Sofaer S. Navigating poorly charted territory. Patient dilemmas in health care 'Nonsystems'. Med Care Res Rev 2009;66: 75S-93S.
30. Meyer JW, Rowan B. Institutionalized Organizations: Formal Structure as Myth and Ceremony. Am J Sociol 1977;83:340-63.