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Article: A demonstration of the impact of response bias on the results of patient satisfaction surveys.
- Article from:
- Health Services Research
- Article date:
- October 1, 2002
- Author:
CopyrightCOPYRIGHT 2002 Health Research and Educational Trust. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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In recent years, health care organizations, policymakers, advocacy groups, and individual consumers have become increasingly concerned about the quality of health care. One result of this concern is the widespread use of patient satisfaction measures as indicators of health care quality (Carlson et al. 2000; Ford, Bach, and Fottler 1997; Rosenthal and Shannon 1997; Young, Meterko, and Desai 2000). In some organizations, patient satisfaction survey results are used in determining provider compensation (Gold et al. 1995).
As in any measurement procedure, biased results pose a severe threat to validity. Random selection is often used to ensure that patients who ...