Can different patient satisfaction survey methods yield consistent results?
Objective – To examine the consistency of survey estimates of patient 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 measure – 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 f
