RAND Corporation, Arlington, VA.
RAND Corporation, Santa Monica, CA.
Med Care. 2022 Dec 1;60(12):910-918. doi: 10.1097/MLR.0000000000001784. Epub 2022 Oct 19.
Data from surveys of patient care experiences are a cornerstone of public reporting and pay-for-performance initiatives. Recently, increasing concerns have been raised about survey response rates and how to promote equity by ensuring that responses represent the perspectives of all patients.
Review evidence on survey administration strategies to improve response rates and representativeness of patient surveys.
Systematic review adhering to the Preferred Reporting Items for Systematic reviews and Meta-Analyses guidelines.
Forty peer-reviewed randomized experiments of administration protocols for patient experience surveys.
Mail administration with telephone follow-up provides a median response rate benefit of 13% compared with mail-only or telephone-only. While surveys administered only by web typically result in lower response rates than those administered by mail or telephone (median difference in response rate: -21%, range: -44%, 0%), the limited evidence for a sequential web-mail-telephone mode suggests a potential response rate benefit over sequential mail-telephone (median: 4%, range: 2%, 5%). Telephone-only and sequential mixed modes including telephone may yield better representation across patient subgroups by age, insurance type, and race/ethnicity. Monetary incentives are associated with large increases in response rates (median increase: 12%, range: 7%, 20%).
Sequential mixed-mode administration yields higher patient survey response rates than a single mode. Including telephone in sequential mixed-mode administration improves response among those with historically lower response rates; including web in mixed-mode administration may increase response at lower cost. Other promising strategies to improve response rates include in-person survey administration during hospital discharge, incentives, minimizing survey language complexity, and prenotification before survey administration.
患者护理体验调查数据是公共报告和按绩效付费计划的基石。最近，人们越来越关注调查的回应率，以及如何通过确保回应代表所有患者的观点来促进公平。
综述提高回应率和代表性的患者调查管理策略的证据。
系统综述，遵循系统评价和荟萃分析的首选报告项目指南。
40 项患者体验调查管理方案的同行评议随机试验。
与仅邮件或仅电话相比，邮件加电话随访管理的平均响应率提高了 13%。虽然仅通过网络进行的调查通常导致的响应率低于通过邮件或电话进行的调查（响应率差异的中位数：-21%，范围：-44%，0%），但对于网络-邮件-电话顺序模式的有限证据表明，与顺序邮件-电话模式相比，该模式可能具有潜在的响应率优势（中位数：4%，范围：2%，5%）。仅电话和包括电话在内的顺序混合模式可能会通过年龄、保险类型和种族/民族等患者亚组更好地代表。经济激励与回应率的大幅提高相关（中位数增加：12%，范围：7%，20%）。
与单一模式相比，顺序混合模式管理能提高患者调查的回应率。在顺序混合模式管理中纳入电话可提高历史上回应率较低的人群的回应率；在混合模式管理中纳入网络可能以较低的成本提高回应率。其他提高回应率的有前途的策略包括在医院出院期间进行面对面调查管理、激励措施、最小化调查语言的复杂性，以及在调查管理前进行预先通知。
