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Increasing the Response Rate of the Patient Satisfaction Survey of Inpatients atNational Naval Medical Center

机译：提高国家海军医疗中心住院患者满意度调查的响应率

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摘要

The patient satisfaction survey (PSS) of the inpatient area at National NavalMedical Center has a low rate of response by patients. Historically less than six percent of the patient population responds to the survey. A review of the literature documents that a low response rate produces a biased survey which will not be useful for management decision making or for a legitimate quality assessment program. The purpose of this paper is to describe a study which implements a staff education program and a standardized method for conducting the survey in an attempt to increase the patient response rate. An experimental model is used to study the effects of the changes among the involved nursing units. A chi-square test was used to test the difference in the rate of return of the questionnaires among the groups studied. A statistically significant difference was found between the group who received training and method standardization and the group who received no treatment, The study suggests that staff training and method standardization contribute to increasing the response rate to the PSS. Patient satisfaction survey, TQL, Quality assessment, Staff development.

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