Burroughs Thomas E, Waterman Brian M, Gilin Debra, Adams David, McCollegan Jamie, Cira Janie
Saint Louis University Center for Outcomes Research, USA.
Jt Comm J Qual Patient Saf. 2005 Mar;31(3):158-66. doi: 10.1016/s1553-7250(05)31021-x.
Response rates, patient sample characteristics, and patient satisfaction ratings were compared between two surveying methods: (1) surveys completed at the physician office site (on-site surveying), and (2) surveys mailed to patient homes following the encounter (mail-out/mail-back).
Surveying was completed at three physician practices within a 214-physician medical practice. Patients with physician appointments during four-hour time blocks were randomly split to receive either on-site or mail-based satisfaction surveys.
Participants younger than 45 years of age provided much higher satisfaction ratings on site than they did by mail (p < .0001), and participants older than 45 years of age reported satisfaction levels consistently whether on site or by mail. Both age groups reported higher satisfaction with "people aspects" of care on site than they did by mail (p < .001).
On-site methods may yield satisfaction results that are biased in a positive direction for younger patients and for all patients in which social desirability pressures are prominent. Therefore, organizations that rely on such information may have an inflated view of the patient's satisfaction with their care delivery experience. Secondly, because the differences in ratings are the greatest for the "people aspects" of care, if improvement efforts are prioritized on the basis of these rapid results, the wrong priorities may be set.
比较了两种调查方法的应答率、患者样本特征和患者满意度评分：（1）在医生办公室现场完成的调查（现场调查），以及（2）在诊疗结束后邮寄到患者家中的调查（邮寄/回寄）。
在一家拥有214名医生的医疗诊所中的三家医生诊所完成调查。在四个小时时间段内预约就诊的患者被随机分为两组，分别接受现场或邮寄方式的满意度调查。
45岁以下的参与者在现场给出的满意度评分远高于通过邮寄方式给出的评分（p <.0001），45岁以上的参与者无论在现场还是通过邮寄方式给出的满意度水平一致。两个年龄组对现场护理“人文方面”的满意度均高于邮寄方式（p <.001）。
现场调查方法可能会得出对年轻患者以及所有社会期望压力显著的患者在积极方向上有偏差的满意度结果。因此，依赖此类信息的组织可能会高估患者对其护理服务体验的满意度。其次，由于护理“人文方面”的评分差异最大，如果基于这些快速得出的结果确定改进工作的优先级，可能会设定错误的优先级。
