Changing Priorities for Improvement: The Impact of Low Response Rates in Patient Satisfaction

Barkley, William M.; Furse, David H.

doi:10.1016/s1070-3241(16)30245-0

Cited by 34 publications

(19 citation statements)

References 1 publication

Supporting

Mentioning

Contrasting

Order By: Relevance

“…It has previously been established that failure to complete the HCAHPS survey is more common among males, non-Hispanic whites, and those with lower self-reported health status. 18,19 It has also been demonstrated indirectly that nonrespondents tend to have somewhat lower satisfaction with healthcare 18,20 , which raises concern about the need to adjust absolute survey scores downward to truly reflect the whole population of patients at a given facility. This issue has been thoroughly examined as part of the CAHPS II project.…”

Section: Discussionmentioning

confidence: 99%

Understanding the determinants of patient satisfaction with surgical care using the Consumer Assessment of Healthcare Providers and Systems surgical care survey (S-CAHPS)

Schmocker

Stafford

Siy

et al. 2015

Surgery

View full text Add to dashboard Cite

Background Patient satisfaction has been increasingly emphasized, including the use of financial penalties for underperformance. However current measures of patient satisfaction do not address aspects specific to the care of surgical patients. We therefore aimed to examine the recently validated Surgical Care Survey (S-CAHPS) in order to determine which aspects of perioperative care are predictive of satisfaction with the surgeon. Methods All patients undergoing a general surgery operation at our institution over a 5 month period were sent a modified S-CAHPS within 3 days of discharge. Patients were then divided into two groups: those that rated their surgeon as the best possible and those giving a lower rating. Univariate and multivariate analyses were used to determine predictors of satisfaction with surgical care. S-CAHPS results were then compared with other satisfaction measures in a subset of patients. Results The response rate was 45.3% (456/1007). The average age was 59±16 years, length of stay was 4.1±6.6 days, and 23% had unscheduled operations. 72% of patients rated their surgeon as the best surgeon possible. On multivariate analysis, preoperative communication and attentiveness on the day of surgery were the most important determinants of overall surgeon rating. S-CAHPS scores correlated with other standard measures of satisfaction (HCAHPS scores). Conclusions S-CAHPS is a novel surgical satisfaction tool and is feasible to administer to patients undergoing general surgical procedures. Surgeon characteristics most predictive of high patient satisfaction are effective preoperative communication and attentiveness on the day of surgery.

show abstract

Section: Discussionmentioning

confidence: 99%

Understanding the determinants of patient satisfaction with surgical care using the Consumer Assessment of Healthcare Providers and Systems surgical care survey (S-CAHPS)

Schmocker

Stafford

Siy

et al. 2015

Surgery

View full text Add to dashboard Cite

show abstract

“…(The studies cited below refer to surveys conducted in the U.S. unless otherwise noted.) Many studies have found nonrespondents more likely to be male (Ware and Berwick 1990;Hays et al 1991;Mishra et al 1993;Barkley and Furse 1996;Burroughs et al 1999). Some studies have found higher nonresponse for younger patients (Hays et al 1991;Barkley and Furse 1996), whereas others have found the opposite (Ware and Berwick 1990;Burroughs et al 1999;Zaslavsky, Zaborski, and Cleary 2002).…”

Section: Predictors Of Nonresponse To Health Surveysmentioning

confidence: 99%

“…Rubin (1990) reviewed two studies in which nonrespondents appeared to be less satisfied with care than respondents, although one study was based on proxy respondents and both were limited to psychiatric populations. Another survey of patients (Barkley and Furse 1996) found earlier respondents to be more satisfied with their care than late respondents, which has implications for nonresponse bias only to the extent that late respondents resemble nonrespondents in this regard. Zaslavsky, Zaborski, and Cleary (2002) found that nonresponse rates were higher in Medicare managed care plans with lower ratings, but this does not necessarily imply a within-plan effect at the patient level.…”

Section: Predictors Of Nonresponse To Health Surveysmentioning

confidence: 99%

Patterns of Unit and Item Nonresponse in the CAHPS^® Hospital Survey

Elliott

Edwards²,

Angeles³

et al. 2005

Health Services Research

136

107

View full text Add to dashboard Cite

Objective. To examine the predictors of unit and item nonresponse, the magnitude of nonresponse bias, and the need for nonresponse weights in the Consumer Assessment of Health Care Providers and Systems (CAHPS s ) Hospital Survey. Methods. A common set of 11 administrative variables (41 degrees of freedom) was used to predict unit nonresponse and the rate of item nonresponse in multivariate models. Descriptive statistics were used to examine the impact of nonresponse on CAHPS Hospital Survey ratings and reports. Results. Unit nonresponse was highest for younger patients and patients other than non-Hispanic whites ( po.001); item nonresponse increased steadily with age ( po.001). Fourteen of 20 reports of ratings of care had significant ( po.05) but small negative correlations with nonresponse weights (median À 0.06; maximum À 0.09). Nonresponse weights do not improve overall precision below sample sizes of 300-1,000, and are unlikely to improve the precision of hospital comparisons. In some contexts, casemix adjustment eliminates most observed nonresponse bias. Conclusions. Nonresponse weights should not be used for between-hospital comparisons of the CAHPS Hospital Survey, but may make small contributions to overall estimates or demographic comparisons, especially in the absence of case-mix adjustment.

show abstract

“…Results may have been biased if non-respondents were less satisfied (21,31). The criterion most susceptible to non-response in our study is information bias in that for some patients the questionnaire was sent two years prior to colposcopy.…”

Section: Group 1 Group 2 Group 3 ------------------------------------mentioning

confidence: 93%

Patient satisfaction in treatment for cervical pathology

et al. 2011

View full text Add to dashboard Cite

Abstract. This study aimed to analyse the satisfaction levels of patients treated for cervical dysplasia. At the Orbis Medical Center, all cases of abnormal cervical cytology are referred for colposcopy; however, there are three possible routings for patients: i) Patients are informed by the gynecologist about the colposcopy in a visit to the outpatient clinic, and colposcopy is planned in a second visit; ii) patients are informed by the gynecologist immediately before the colposcopy (a single visit); or iii) patients are called by a nurse practitioner

show abstract

Changing Priorities for Improvement: The Impact of Low Response Rates in Patient Satisfaction

Cited by 34 publications

References 1 publication

Understanding the determinants of patient satisfaction with surgical care using the Consumer Assessment of Healthcare Providers and Systems surgical care survey (S-CAHPS)

Understanding the determinants of patient satisfaction with surgical care using the Consumer Assessment of Healthcare Providers and Systems surgical care survey (S-CAHPS)

Patterns of Unit and Item Nonresponse in the CAHPS^® Hospital Survey

Patient satisfaction in treatment for cervical pathology

Contact Info

Product

Resources

About

Changing Priorities for Improvement: The Impact of Low Response Rates in Patient Satisfaction

Cited by 34 publications

References 1 publication

Understanding the determinants of patient satisfaction with surgical care using the Consumer Assessment of Healthcare Providers and Systems surgical care survey (S-CAHPS)

Understanding the determinants of patient satisfaction with surgical care using the Consumer Assessment of Healthcare Providers and Systems surgical care survey (S-CAHPS)

Patterns of Unit and Item Nonresponse in the CAHPS® Hospital Survey

Patient satisfaction in treatment for cervical pathology

Contact Info

Product

Resources

About

Patterns of Unit and Item Nonresponse in the CAHPS^® Hospital Survey