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Can different patient satisfaction survey methods yield consistent results? Comparison of three surveys

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Show simple item record Cohen, Geoff Forbes, John F. Garraway, Michael 2016-03-10T16:47:05Z 2016-03-10T16:47:05Z 1996
dc.description peer-reviewed en_US
dc.description.abstract Objective-To examine the consistency of survey estimates ofpatient satisfaction with interpersonal aspects of hospital experience. Design-Interview and postal surveys, evidence from three independent population surveys being compared. Setting-Scotland and Lothian. Subjects-Randomly selected members of the general adult population who had received hospital care in the past 12 months. Main outcome measures-Percentages of respondents dissatisfied with aspects of patient care. Results-For items covering respect for privacy, treatment with dignity, sensitivity to feelings, treatment as an individual, and clear explanation of care there was good agreement among the surveys despite differences in wording. But for items to do with being encouraged and given time to ask questions and being listened to by doctors there was substantial disagreement. Conclusions-Evidence regarding levels of patient dissatisfaction from national or local surveys should be calibrated against evidence from other surveys to improve reliability. Some important aspects of patient satisfaction seem to have been reliably estimated by surveys of all Scottish NHS users commissioned by the management executive, but certain questions may have underestimated the extent of dissatisfaction, possibly as a result of choice of wording. en_US
dc.language.iso eng en_US
dc.publisher BMJ Publishing Group en_US
dc.relation.ispartofseries BMJ;313, pp. 841-4
dc.subject patient satisfaction survey en_US
dc.title Can different patient satisfaction survey methods yield consistent results? Comparison of three surveys en_US
dc.type info:eu-repo/semantics/article en_US
dc.type.supercollection all_ul_research en_US
dc.type.supercollection ul_published_reviewed en_US
dc.rights.accessrights info:eu-repo/semantics/openAccess en_US

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