The Difference in Patient Satisfaction Scores According to a Questionnaire Delivered by Hospital Staff and by Independent Surveyors

Cho, Woohyun; Lee, Sunhee; Choi, Kuison; Lim, Eunju; Kang, Myungguen

Journal of Korean Society Quality Assurance Health Care 1999;6(Suppl DB Error: no such field): 108.
Published online May 30, 1999.

조사자에 따른 환자만족도 조사결과의 차이분석

조우현¹, 이선희², 최귀선³, 임은주³, 강명근⁴

¹연세의대 예방의학교실
²이화의대 예방의학교실
³연세대 대학원 보건학과
⁴연세대 보건대학원

The Difference in Patient Satisfaction Scores According to a Questionnaire Delivered by Hospital Staff and by Independent Surveyors

Woohyun Cho¹, Sunhee Lee², Kuison Choi³, Eunju Lim³, Myungguen Kang⁴

¹Dept. of Preventive Medicine, Medical College of Yonsei Univ.
²Dept. of Preventive Medicine, Medical College of Ewha Univ.
³Dept. of Public Health, The Graduate School of Yonsei Univ.
⁴Graduate School of Health Science and Management of Yonsei Univ.

Abstract

Background
To study any interference of demonstrated in different patient satisfaction scores for the same questionnaires handled by hospital staff and by independent surveyors, respectively.
Methods
This study included 728 subjects who were admitted to a university hospital from June 22 to July 1, 1999. The contents of the questionnaire were composed of six dimensions: hospital structure and process, staffs technical competence and humaneness, information & education and communication. Measurements were performed on a 5-score Likert scale. T-test and logistic regression analysis were also performed.
Results
In an outpatient survey, satisfaction scores from a questionnaire delivered by hospital staff were significantly higher than independent surveyors for the dimension of communication, but no differences were shown among other dimensions. In an inpatient survey, satisfaction scores by hospital staff were higher for the process and communication dimensions(p<0.05). In particular, in both the inpatient and outpatient surveys, the difference of satisfaction scores for personnel items were significant between groups. After adjustment for age and sex those differences were significant between groups.
Conclusion
To minimize the bias on questionnaire survey, the effects of personnel, who deliver and gather the questionnaire should be carefully considered in the evaluation of health service satisfaction.

Key words Patient satisfaction;Surveyor;