Response rate in patient satisfaction research: an analysis of 210 published studies

Sitzia, John; Wood, Natalie J.

doi:10.1093/intqhc/10.4.311

Cited by 323 publications

(253 citation statements)

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“…Comparable studies using data collection via mail obtained response rates between 60% and 70% [37][38][39]. Still, we made some efforts to achieve a high response rate, i.e., translating the questionnaire, providing an online submission option, and sending a reminder.…”

Section: Discussionmentioning

confidence: 99%

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Perceptions of parents on satisfaction with care in the pediatric intensive care unit: the EMPATHIC study

et al. 2009

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Purpose: To identify parental perceptions on pediatric intensive care-related satisfaction items within the framework of developing a Dutch pediatric intensive care unit (PICU) satisfaction instrument. Methods: Prospective cohort study in tertiary PICUs at seven university medical centers in The Netherlands. Participants: Parents of 1,042 children discharged from a PICU. Results: A 78-item questionnaire was sent to 1,042 parents and completed by 559 (54%). Seventeen satisfaction items were rated with mean scores \8.0 (1, completely unimportant, to 10, very important) with standard deviations C1.65, and thus considered of limited value. The empirical structure of the items was in agreement with the theoretically formulated domains: Information, Care and Cure, Organization, Parental Participation, and Professional Attitude. The Cronbach's a of the domains ranged between 0.87 and 0.94. Conclusions: Parental perceptions on satisfaction with care measures were identified and prioritized. Reliabilities of the items and domains were of high level.

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Section: Discussionmentioning

confidence: 99%

“…Still, we made some efforts to achieve a high response rate, i.e., translating the questionnaire, providing an online submission option, and sending a reminder. The face-to-face approach might be a better method in future studies, since it is associated with a significant higher response compared with mailing the survey [38].…”

Section: Discussionmentioning

confidence: 99%

Perceptions of parents on satisfaction with care in the pediatric intensive care unit: the EMPATHIC study

et al. 2009

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“…This parameter varied extensively (from 27% to 96% in a series of revisions). 9,10,[27][28][29]35 It is by and large accepted that the degree of response compatible with valid surveys should be over 80%. 27 As previously mentioned, the study had a high response rate (always over 95%).…”

Section: Discussionmentioning

confidence: 99%

“…9,10,[27][28][29]35 It is by and large accepted that the degree of response compatible with valid surveys should be over 80%. 27 As previously mentioned, the study had a high response rate (always over 95%). Another aspect considered weak in many satisfaction surveys is the validity 2,3,7,14,24,28 and reliability analysis.…”

Section: Discussionmentioning

confidence: 99%

The role of discriminant analysis in the refinement of customer satisfaction assessment

Verdessi¹,

Jara²,

Fuentes³

et al. 2000

Rev. Saúde Pública

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OBJECTIVE: To test discriminant analysis as a method of turning the information of a routine customer satisfaction survey (CSS) into a more accurate decision-making tool. METHODS: A 7-question, 10-multiple choice, self-applied questionnaire was used to study a sample of patients seen in two outpatient care units in Valparaíso, Chile, one of primary care (n=100) and the other of secondary care (n=249). Two cutting points were considered in the dependent variable (final satisfaction score): satisfied versus unsatisfied, and very satisfied versus all others. Results were compared with empirical measures (proportion of satisfied individuals, proportion of unsatisfied individuals and size of the median). RESULTS: The response rate was very high, over 97.0% in both units. A new variable, medical attention, was revealed, as explaining satisfaction at the primary care unit. The proportion of the total variability explained by the model was very high (over 99.4%) in both units, when comparing satisfied with unsatisfied customers. In the analysis of very satisfied versus all other customers, significant relationship was identified only in the case of the primary care unit, which explained a small proportion of the variability (41.9%). CONCLUSIONS: Discriminant analysis identified relationships not revealed by the previous analysis. It provided information about the proportion of the variability explained by the model. It identified non-significant relationships suggested by empirical analysis (e.g. the case of the relation very satisfied versus others in the secondary care unit). It measured the contribution of each independent variable to the explanation of the variation of the dependent one.

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“…The total number of surveys returned was 582, which represents a response rate of 73%, which was deemed acceptable. According to (Sitzia and Wood, 1998) in the late 1990's response rates for face to face approaches were typically 77%.…”

Section: Study One -Surveysmentioning

confidence: 99%

Social Gain: Is Corporate Social Responsibility Enough?

Rundle‐Thiele

2009

Australasian Marketing Journal

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This paper considers whether the concept of corporate social responsibility (CSR) is sufficient for social behavioural change. Two data sources are used to consider whether alcohol is enjoyed responsibly in Australia by informed adults. First, 582 surveys were analysed to consider whether respondents were adequately informed about alcohol. Second, covert observations were used to record what people actually drink to understand whether alcohol is always enjoyed responsibly. Taken together, the results suggest many adults are not adequately informed and many Australian adults do not enjoy alcohol responsibly. A more rigorous social responsibility approach may be warranted. To achieve sustained behavioural change companies need to move towards corporate social performance (CSP). CSP requires CSR interventions to be evaluated to determine their contribution towards real social gains.CSR is not enough to reach the social goals required by society. The concept of CSP takes away the lip service around CSR by requiring companies to document sustained behavioural change.

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Response rate in patient satisfaction research: an analysis of 210 published studies

Abstract: Patient satisfaction studies generally show poor awareness of the importance of methodological issues relevant to response rate. Far more attention to this aspect is needed if findings in this field are to be accepted as valid and useful.

Cited by 323 publications

References 4 publications

Perceptions of parents on satisfaction with care in the pediatric intensive care unit: the EMPATHIC study

Perceptions of parents on satisfaction with care in the pediatric intensive care unit: the EMPATHIC study

The role of discriminant analysis in the refinement of customer satisfaction assessment

Social Gain: Is Corporate Social Responsibility Enough?

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